Chat Functionality in Interaction Center

Hi Experts,
I need your help & assistance please.
Our client is interested to integrate Chat functionality in their SAP CRM Interaction Center (CRM 7.0 EHP3). They need this functionality only to interact with their own employees and not to outsiders.
Is it possible to provide such an integration with their existing Microsoft communicator? If yes, please share the details of your earlier experience.
We are not immediately considering CTI integration. I found that chat functionality is part of ICI (Integrated Communication Interface). Is it the same as CTI? Do we need any other tools for this integration?
Thanking you
- Sai Srinivas Ivaturi

Hi,
Chat functionality can be enabled through BCM or CTI integration.i hope that is not possible using the Microsoft communicator

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Hi Experts,
Any idea plz ?
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Any idea plz ?
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Hello All,
As I know, Live Web Collaboration in SAP E-Commerce for mySAP CRM (B2B, B2C Shops, and Internet Customer Self-Service) supports chat in CRM Interaction Centre WebClient, so that customer requests for assistance via chat are forwarded directly to the IC WebClient.
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Hello Oliver,
I had maintain LWC component in B2B XCM (http://<host>/b2b/admin/xcm/init.do path: General Application Settings -> Customer -> lwc -> lwcconfig). Here I configure JMS host and port.
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Dear all,
How the E-mail functionality works with IC Webclient, How can we can send and receive E-mails to customers and internal employees through Interaction Center.
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What is ERMS? and why we use this in IC Webclient.
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Hello Raghu ram,
The SAP CRM Interaction Center uses a concept of a shared email inbox for agent teams. This allows customers to communicate with your Interaction Center by sending emails to a corporate email address like service@yourcompany. You typically group your agents together into queues based on a particular product or skillset. Using this concept, customer's don't send emails directly to a specifc agent's email address, and agent's don't send emails directly to each other. That would rather still be done with groupware products like Microsoft Outlook.
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Hi Anil..
This is the Solution for ur Requirement.   try this program and change as per ur need.
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data : IT_KNA1 TYPE TABLE OF KNA1 WITH HEADER LINE.
DATA : IT_SPA TYPE TABLE OF RFC_SPAGPA WITH HEADER LINE.
SELECT * FROM KNA1 INTO TABLE IT_KNA1 .
LOOP AT IT_KNA1 .
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HIDE IT_KNA1-KUNNR .
ENDLOOP.
CLEAR IT_KNA1-KUNNR.
AT LINE-SELECTION.
CASE SY-LSIND.
WHEN 1.
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IMPORTING
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EXCEPTIONS
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MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
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<b>Reward if Helpful.</b>

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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

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