Auto Confirm Account on Interaction Center

Hi All,
We have upgraded our CRM dev system to EHp3. Before up gradation, we had to just enter the account number and press enter and the account was confirmed automatically. But now we have to enter account number then press enter and then click on "Confirm Account".
I had read a lot of posts regarding this problem and everywhere it has been advised to check the account identification profile and check for the auto continue.
First of all, I have tried to check the "Auto Continue" for manual parameter for all the profiles as I don't know which profile to use. But the same problem is there.
Also, how do I check which account identification profile to use.
Regards,
Shahrukh

Hello,
To check which profil is used, go to customizing of the business role :
Customer Relationship Management->UI Framework->Business Roles->Define Business Role .
Select your business role, and select tab "Assign Function Profiles". There,you wil have a function profile ID "BPIDENT". The profile value there is the name of your identification profile.
In your identification profile, you select the "Continue" option for the right channel (phone, manual search, etc ...).
Hope this helps,
Best regards.
Sylvain AGUETTAZ

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Issue with Interaction Account in Interaction center

Hi All,
I am working in Interaction center:
Current Scenario: If an Agent interacts with more than one account on the same call, the service request is always attached to the first account interacted with. This issue seems to be because the Agent cannot press the 'End' button to close the first account interacted with as this would cut the customer off.
This issue occurs if during a call a CSR interacts with an account, realizes it is not the correct account, presses the red X cancel button (because they cannot use End), locates the correct account and makes the requested changes in the correct account. When the Service Request is created, it will attach to the first account which is not the account the changes were made in.
Requirement: Now requirement is to attach Service request to second account / Or the when user lock the second account then first account should be deleted/cleared so that it could not find the first account.
can anyone please suggest where should I write the code and how can I read the first account to delete it. OR how can I attach the SR in the second a/c.?
Regards

Hi Arden,
Thanks for reply. here I am showing the screen shot how it is considering the first account:
This is the first a/c-1000008531 I taken. Now I cancelled this a/c by clicking on red(X) Icon.
Again locking the second a/c - 1000008532 without pressing END button
Now when I go to create Service request then it consider the First a/c - 1000008531
here I am not pressing SAVE button so once Service Request is clicked from below option after confirming the second a/c then it should consider the second a/c only.
Please let us know where should I write the code to overwrite the second a/c.?
Regards

SAP CRM WebUI : End Button Interaction center (and account CONFIRM)

Hi to everybody,
is there a function , or bapi , that performs the same steps of "END" button on interaction center?
I need to display data of the account selected and not the account confirmed.
At last,is there also a function to confirm an account without using the standard button on "Account Identification" view?
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Thanks in advance.
Regards.
Dario.

Hello, Dario.
So there is a class CL_CRM_IC_AUTO_NAV2. It's preloaded when the agent logins to CRM. In a view CRMV_IC_APP_COMP you can maintain which classes are preloaded. This class is for AUTONAVIGATION component.
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if me->end_descr_object is initial.
   TRY.
      iv_nav_srv->navigate_to_default( ).
     CATCH cx_root.
   ENDTRY.
endif.
You may try to copy this class to your own, then comment this block in your class and subsitute standard class with your own in CRM_IC_APP_COMP.
Hope this will help.

Parallel Processing In Interaction Center Account Identification

Hi Experts,
Can you please tell me how to process the multiple account idetification in Interaction Center. i.e An Agent is handling a call and Identified an account and again can he process or handle the different customer at the same time as first customer is active.
Is it possible to handle the multiple customers at a time and if it possible what will be the maximum customers he can handle.
I am working on CRM 7.O version
regards,
Sarangamath

Hi John,
Thank you for time in replying this.
However I have one more question - related to the optional adding of button to the tool bar. How do we need to add this button.
In order to open multi session , the agent should compulsory click on this button or is there anyother way?.
As per the sap 7.1 features document says
■Open new tabs so that IC agents can interact with multiple customers within one IC browser window
IC agents can manually open a new tab, or the system can be configured so that a new tab is opened automatically when a new interaction takes place----- Where can we configure this to achieve the new tab is opened automatically.
Do we need to any other settings at CMS side?.
Regards,
Deepthi.

Accounting interaction center (AIC)

Hi,
We have made the settings for an Accounting interaction center (AIC) to
handle accounting related interactions in CRM.
We have created an Project in the solution manager and one of steps
is u2018setting up middleware for accounting interaction Center. Activating
middleware data for customers is done. In table TBE34 we have made the
setting. We using the badi SAMPLE_FCT MODULE_DE_EIOUT.
In next step Downloading Company Code master data is not created
message u2018
No BDocs found for this Request / Initial Load..nr. SMOF245u2019.(Tr.
R3AM1) We have checked our business partner replication and itu2019s OK.
Business partner (consumers) are replicated in ERP and CRM. The Company
code is not selectable.
What do we wrong?
Best Regards,
Adri

Hi,
Pick a business partner in CRM and display with TXN BP.
Select the identification tab in the partner and scroll down to the identification numbers. There you will see the company codes to which you customer applies.
Check the OSS notes on the subject of differences in R/3 and CRM data models.
Peter

Must confirm account before going to interaction record

I want to make sure that an account has been confirmed before allowing anyone to create an interaction record. I had code in 5.0, but now that we have upgrade to 7.0, things are done differently. I was trying to find how that's handled with the ticket. You can't branch to the interaction ticket without a confirmed account. I would like to do the same. I am able to generate an error, but can't seem to navigate back to identify account.
Any help?
Thanks,
Cathy

Actually all i had to do was call the method op_default_back( )
Here's the code I used to check if a BP was confirmed. I placed it in the DO_INIT_CONTEXT of ICCMP_BTSHEAD
get identified customer from GDC (global data context)
try.
      lr_gdc ?= cl_crm_ui_data_context_srv=>get_instance( iv_controller = me ).
    catch cx_root.
      return.
endtry.
try.
      lr_entity ?= lr_gdc->get_entity( name = if_iccmp_global_data_cont_con=>gdc_currentcustomer ).
    catch cx_root.
      return.
endtry.
try.
      lr_entity->get_property_as_value( EXPORTING iv_attr_name = 'BP_NUMBER'
                                        IMPORTING ev_result = typed_context->BTRefObj2->gv_customer_no ).
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endtry.
if lr_entity IS NOT BOUND.
    lv_msgsrv = cl_bsp_wd_message_service=>get_instance( ).
    lv_msgsrv->add_message( iv_msg_type   = 'E'
                          iv_msg_id     = 'CRM_IC_APPL_UI_BPID'
                          iv_msg_number = '005' ).
   op_default_back( ).
       return.
Else.

Follow-up issue Interaction Center WebClient

Hi Guys,
Can someone help? this is about icwc follow-up issue.
1. I create a service order and save.
2. then I create a an interaction record and save.
3. I can observe in the service order the relationship "Role:Interaction, DOcument Type: CRM Bus. Activity". But not the
relationship "Follow up document".
I have a "Business Transaction Profile" for interaction center where the Activity is the main and service order is dependent
business transactions. Because, not all the customer when make a call want to create a service order, some only want to
register a feedback or make an appointment.
However, In my activity, I can observe in the Activity Clipboard my service order, but I need the SAP assigned the
relationship "Follow-up" for assign an action for close the follow-up document when close my service order.
What is wrong....? can someone help...

Hi Lyda,
Based on your remark about confirming the account first, I assume you are working with IC 4.0 or 5.0.
The service order is created as a dependent business transaction of the interaction record. The interaction record is automatically created when you confirm the account.
The relationship type in document flow is INTA.
It's true that you can only create activity types as real follow-ups of an interaction record (using the follow-up view).
However, technically it should be possible to also create other business object types as follow-up of the interaction record. You might need to enhance the transaction type drop-down listbox in the follow-up view. You also need to make sure that your interaction record is error-free.
As of CRM2006s it is possible in standard to create any business object type as follow-up of an interaction record.
Regards
Gert

How to Navigate from Confirm Account to Creation of Service Ticket

Dear Expert,
My client does not want to create a interaction record after account confirmation. They want to go directly to Service Ticket creation.
I am using CRM 6.0 SP05.
Could you guide me through the steps for that?
Which customizing steps need to be done?
Thank you very much in advance.
Best reagrds
Ahmed Hadi
Edited by: Ahmed Hadi on Dec 15, 2009 2:43 PM
Edited by: Ahmed Hadi on Dec 15, 2009 2:44 PM

Hello Ahmed,
I discuss the pros and cons of this strategy a bit in my book, "Mazimizing Your SAP CRM Interaction Center", but you can also find the basic info in this blog, "[Everything you need to know about the Interaction Record in the CRM Interaction Center|/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-interaction-record-in-the-crm-interaction-center]".
There is a BADI (CRM_IC_IARECORD) that can be used to suppress the creation of the Interaction Record. SAP does not recommend to actually supress the creation of the Interaction Record (as it is needed for various out of the box reporting and analytics options, as well as for maintaining object links and other features). Rather, you might want to simply use Intent-Driven Interaction with the Rule Modeler to automatically navigate to the Service Ticket screen after some UI event like BP confirm or IBase confirm (or whatever other even you want). If necessary you could also remove IR link for the NavBar.
Best regards,
John

Default Launch Page in Interaction center 2007

Hi ,
We are using CRM 2007.
I wanted to change the initail screen in Interaction center from Account identification screen to a custom workcenter containing only company's webiste.
I created a new logical link and then created a transaction using transaction launcher. I then crated a new workcenter and assigned this link to it.
Assigned this to my Navbar prof and made it as default logical link in navbar customizing.
When I log on to IC, my new Workcenter as default appears but the webpage doesn't start automatically. I need to click on Home link one more time again to get it?
What Am I missing?
Thanks

Hi urjose,
It is due to the logic in the IC ....
A recording of all interactions will be done, the IREC is created the minute you confirm the BP in search.
SAPs intention is that all other transaction types one wishes to work with should be made as follow-up activities. Follow-ups to the initial IREC. Since this wish to have IREC as central object there is no way to choose different types after your own conveinience....
Follow the logic and do the IREC first and let your users make a follow-up activity instead.
Morten

Open follow up transaction type screen automatically after confirm account

Hi Gurus,
I have a transaction type Z010 for interaction record that is copied from standart 0010 transaction type.
I define dependent transaction type SRVO that is service order as a follow up of Z010
My requirement is to open automatically open service order screen after confirming account
As agents must do everything vey quickly while they are on phone, it is needed urgently.
Now they have to open Z010 interction record screen, have to press follow up button, click to clipboard and then can open the scrren of service order.
How can we automatically open service order screen after confirming account??
I will be very pleased if you will help...
Thanks.

Hi Denis, thanks for reply.
I read it and see that interaction record is automatically created. How can it be made, is it a standard customizing?? Our interaction record is created automatically when follow up process-it is service order here- is created. First we confirm customer, then press to Interaction Record at the left hanside, then in this screen we press follow-up button, then click on Activity Clipboard, then service order screen is opened. I want to pass two steps, pressing Interaction Record and pressing follow up record, how can I do this??
Exactly I have to define process type Business Activity for interaction record, I can't give Service Order process type directly to interaction record. Service Order type must be dependent to business activity, is it true?? If there is a way to directly giving service order type as an interaction record type, and making interaction record creation automatically after confirming, my problem is solved as very well.

Error creating sales order via Interaction Center

While creating a sales order via Interaction Center, I am getting an error "Error while creating member activity for order 5129793", as a result the points are not getting accrued for the account.
Can anyone please help? I am very new to this
Regards,
Harsh

Hi,
Check the partner determination profile in spro for this activity. Try to use a standard profile and see what happens.
Best regards,
Caíque Escaler

Manual BP creation in Interaction center

Hi all,
We got a new requirement stating, that we need to create a bp with basic details(address and bank account details)
manually in interaction center.
Manually means, user will give the bp and we need to create a business partner with the same bp number in CRM.
Can anyone suggest me the way to acheive this.
Thanks in advance.

Thank you Arden.
Yes i need to configure the bp number range.
technically, so i need to create a value node and this value node will get filled in interaction center by user input
and then i need to pass the values in the value node to one internal table
and that internal table will be the importing parameter to the bapi function call BAPI_BUPA_CREATE_FROM_DATA.
Is this a correct way?
If no please suggest me some other possible ways.
If correct, please let me know how to pass the values in the value node to internal table.
Thanks,
Aishwarya

"Transaction Cancelled" in Interaction Center

CRM Experts,
I am facing issues while working with CRM 2007 Interaction Center. After confirming the Business Partner, when I move to Interaction Record or Complaint, all the fields are Greyed out and on top of the screen there is a message "Transaction Cancelled".
I have assigned IC_BT Function Profile in my Business Role. Also CONTENT_MGMT Function Profile is set to DEFAULT.
If I click on "Retun to Current Interaction Record" in the Recent Interaction History, it starts working fine.
Please advise.
Thanks

hi Daljit pal singh,
This error occurs due to missing parameters in runtime framework profile.
Create a new runtime framework profile with the following values
Separate Display Mode - ON
Application          -         BSPWD_BASICS
View Set Name    -   WorkAreaHostViewSet
View Area Name -   WorkAreaView
History Type       - Simple History Stack
Operation Mode - automatic Recording of changes in work area
Max. Entries -
and add the following custom controllers to runtime framework profile.
CRMCMP_BPIDENT         CuCoIdentification
CRMCMP_UIEVENT      CuCoUiEvents
ICCMP_BT_GLOBAL         CuCoIRec
ICCMP_FEEDBACK         FeedbackCuCo
assign this runtime framework profile to your business role.This will resolve your issue.
thanks
giri
Edited by: Yadagiri Challa on Dec 18, 2008 2:16 AM
Actually the above mentioned steps for runtime framewrok profile are avaiable in the OSS note Note "1112935 - IC - Transaction cancelled for sales order".
thanks
giri

Link of products to business transactions in Interaction center

Good day.
Can anyone supply me with a BAPI/ function whereby I can link a product to a business transaction in Interaction Center.
Regards
Quintus

Hello John
Thanks for the reply.
I am importing survey data from an external vendor, on confirmation of BP and an existing product I create a business transaction and want to link this product as a relationship on the business transaction.
I am successful in creating the transaction but is stuck as how to link my product to it.
I apologize for any wrong terminology, as I am still very new in the CRM environment.
Thanks for your help
Quintus

Auto confirmation of activity - reg

Hi all,
Actually in my project iam using 10 activities to get one FERT item.
Proj Def:CNC M/C
L1WBS
L2WBSE-1:Design
L2WBSE-2:Purchase
L2WBSE-3:Assembly
For Design WBSE iam using 10 activities,here for each activity iam attaching one BOM,
again in Purchase WBSE iam using same 10 activities for just information of PO completion for tht particular BOM.
and for Assembly WBSE also iam assigning same 10 Activities for assembling .. Ok..
Now once i release the Project ,then PR's will raised for all BOM's..Ok...
thn after once PO's completed for these all ten activities.
Based on this all 10 activitis in Purchase WBSE want to get confirm automatically.
Same process for Assembly WBSE also..
Is thr any option for auto confirmation of activities???????if its thr pls let me know.
Pls help in this regard...................
---Prakash.

Hi,
As per standard SAP, there is no automatic confirmation of activity based on procurment process. For confimration activity various methods are available such as time entry in CATS / through External system / transaction codes cn25 /27 etc. Some kind of enhancment is required for automatic acitivity confirmation. You may need help of ABAPer in this. In Confirmation node of configuration, there is enhancement of confirmation.
Automatic confirmation of activity functionality is n't available in standard SAP. This has also certain logic. Let us say in WBSE for design, how system will identify the confirmation of the tasks & some input is required for this. Morever activities are defined by user only & it is also n't an account assignment object.
Hope this will help you.
Regards,
Rakesh

Auto Confirm Account on Interaction Center

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