Contact Center and TeleService for Internal Emplooyees

Any one has information on enabling contact center and teleservice for Internal Employees?
We are planning to use for HR call center for internal employees

What version are you looking at? In R12, the contact center allows pulling up an employee record and then you can log a service request.
In 11.5.10, you can use service request form or HTML Service pages to create service request for HR Help desk requests.
You can use Zoom functionality to navigate to appropriate HR forms from SR form.

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SAP Contact Center new component for Incidents

Hi All,
From today (10.6) we have a new component “CRM-CCI” (Contact Center Infrastructure) available for SAP Contact Center related incidents.
You can still use the old “CRM-BCM” components, but as you can notice the system recommends “Please use CRM-CCI” The old component CRM-BCM will be deactivated during Q4/2014.
Regards,
Jukka
SAP Contact Center team

Hi Jukka,
I would like to look at the documents linked in the above post (in relation to BCM support on IE11 and Windows 8.1), but when I click on the links, I get prompted for login and password. My usual Marketplace login and password don't work. Could you advise at all?
Thanks,
Adele

KO88 - Error when settling for Cost Center AND Auc for the same Internal Or

Hi Experts,
We need to configure Investment Internal Orders that could settle to both Cost Center and Auc, but each assignments with different Source Cost Elements
We did the following:
1. Created Auc Class
2. Created Investment Profile "IMOBIL" and assigned to Auc Class, flagging Auc
3. Created Allocation Structure "CV" with two assignments:
01, Source = Cost elements 7000000000 to 7999999999, receiver AUC "by cost element"
02 Source = Cost elements 4000000000 to 4999999999, receiver CTR "by cost element"
4. Created Model Order, filling the Investment Profile IMOBIL created in step 2.
5 Created Settlement Profile ZCV0001, assigning Allocation Strucutre CV, allowing CTR and AUC for receivers, default receiver is "FXA", doc type "AA".
6 Created ORder Type CV01, assigning Settlement Profile ZCV0001.
When I post only for Asset Expenses (Source Cost element 7, Assigment 01), the settlement through KO88 correctly settles to AUC, and also creates the settlement rule for cost center (i'm using the strategy to create from Responsible Cost Center).
But when I post for Asset Expenses (cost elements 7, receiver AUC) AND General Expenses (Source Cost element 4, receiver CTR), KO88 generates an error KD506, saying that for Assigment 02 - AUC I didnt define a settlement cost element.
1. Assignment 02 is not AUC, is CTR;
2. I flagged "by cost element", so I don't need a settlement cost element. And also, I was able to post to AUC when the source posting was only for cost element 7.
Did you face any problem like this?
I cannot find out what is the missing configuration, or if it is a program error...
Kind Regards
Mayumi Blak

Hi Ajay
I already created Source Structure and assigned to my Setllement profile (so I assigned Allocation Structure AND Source Structure).
I don't understand when you say that I need to assign the Source Sutrcture in each rule....because the Source structure is in the Settlement Parameters valid for both rules...
When I post to Asset Expenses only for the internal Order, the 2 rules (CTR and AUC) are created when I run KO88 (but only AUC rule is settled). This is OK.
The problem is when I post for both General Expenses AND Asset Expenses, the system is not recognizing that I have 2 source structures, neither is findind that for CTR AND AUC the Settlement cost elements are the original cost elements.
I'm thinking about changing message KD506 to warning, do you know if this can help?
Kind Regards
Mayumi Blak

Can we combine Query for cancelled requisitions and query for internal requisitions without internal sales order into a single query

Hi All,
Greetings.
I have two queries namely,
1.Query for cancelled requisitions and
2.Query for Internal Requisitions without Internal Sales Orders.
I was on a task to combine those two queries..
Can we do that? if so, please help me do that..
Thanks in Advance,
Bhaskar.

Hi All,
Greetings.
I have two queries namely,
1.Query for cancelled requisitions and
2.Query for Internal Requisitions without Internal Sales Orders.
I was on a task to combine those two queries..
Can we do that? if so, please help me do that..
Thanks in Advance,
Bhaskar.

How to get the cost center and division for a given FI vendor document...

Hello Experts,
I am currently developing a report wherein I have to show the cost center and division used in the given FI document.
These documents are vendor related transactions.
In the file that was given to me by the user, she indicated the cost centers used by the FI documents
but when I view it via VA03 I cannot theere are no cost centers used in all the line items.So are there
any FM, BAPIs and/or tables that I can use for my requirement?
Hope you can help me guys. Thank you and take care!

Hi
I am not sure on the requirement. You are developing a FI report and accessing VA03 which is sales transaction. Anyway for getting cost center you can go to table VBAK,VBAP for line items.
Hope solves ur problem
Thiru

Change location and plant for Internal Goods/services

Hi all,
I want to change the plant and location information of product/material for SC item selected from Internal goods/services.
I am changing the plant and location - ( partner function 75 ) in doc change badi but its getting reset to originial value .
Even if i see item check the value is getting replaced with original value.
My question is can I change Plant/location for item selected from Internal goods/services. I could succesfully change the value when I selected item from catalog.
Please suggest.
Thanks.

yes I have assignned the plant i mean BE_plant in the specified badi.
But still its getting overwritten. So im guessing is that possible for internal goods/services.

Contact Center Enhanced License for Cisco 2951 Router

Hi,
I need an urgent help to get the exact part number/details of Contact center enhanced license.
I couldn't find in CCW or any other tool about this license with Cisco 2951 Router (CISCO2951-V/K9).
To run this license on mentioned router, do we need to order it separately or we can take it with router?
Please respond asap.

Hi Andre,
I was just refering the Ordering guide which says
Updating UCSS contract when upgrading Unified CCX licenses
UCSS cannot be upgraded from one category to another (e.g. Standard to Enhanced). If
the customer upgrades within the solution, they need to purchase UCSS for greater or
equal value to cover the new version, then they can request a credit on the unused term
of the original purchase from Customer Service
you can also speak to [email protected] for more details on ESW.
regds,
aman

Assign wifi for internet and Lan1 for internal network

I have a lan connection to my office which it has access to internet by proxy and I have wifi to access directly to internet
How can I assign wifi just for access to the internet and Lan just for internal net work?
By any chance is there any way to assign for example mail to get internet from wifi and the rest of the application use Lan for connection to internet ?

not sure if I understand you correctly
but many people use airplay mirror to mirror apps streaming movies and music from the Internet connection the device have
be it from a internet connection the device is currently airplaying to is of no relevance
but the device can't get data from both 3g and wifi at the same time
not even a computer can do that, it use it's metric settings to only! get data from the fastests source

Webex Meeting Center and Jabber for Ipad support in Webex Telepresence

Hello, I have a two questions which are unclear based on my browsing of posts in this thread.
1) Are traditional Webex Meeting Center meetings able to be joined to a Webex Telepresence session? Ie. I have two callway/webex telepresence nodes (SX20 and a C40) can they have a webex meeting center participant brought in?
2) Is Jabber for Ipad supported using the Webex Telepresence service? Using the example endpoints above I have a SX20 and C40 and they want to add a Webex for Ipad endpoint in.
Thanks.

You cannot have Telepresence endpoints using Callway service(WebEx TP service) join a webex session directly. You can do this however using WebEx enabled Telepresence which is meant for on-premise users to work with WebEx
http://www.cisco.com/en/US/docs/telepresence/infrastructure/tms/config_guide/webex_enabled_telepresence/cts_webex_config.html
In the call way (aka WebEx tp service), the work around is you have to use an endpoint that has multi site capabilities to make one video call and see video from other end points and then make an audio call to the WebEx service and bridge them together. Now users can audio and video and presentation remains on WebEx but it's not like the true webex enabled telepresence which today call way doesnt support
See attached PDF last page. Also you may need a PSTN subscription to make that call happen

BSP - UserId and Password for Internal Users - Anonymous for other users

Hello,
We developed an application via BSP's. This application can be accessed by two kind of users.
1. External Users, with should access the page without using a userId and password.
2. Internal Users, they will have more authorisation and need to specify their userId and Password.
How can we accomplish this? I tried internal aliases, but can't get it to work properly.
In the first service 'zbsp' I didn't specify a userId and password in sicf.
Then I created an internal alias 'zbsp' referring to this 'zbsp'. In this alias I specified a userId and Password, but the system still asks for a userId and Password. (and after logging in the system gives the following error: The application name in URL .../bc/bsp/sap/zbsp2/uat_report.htm is invalid.)
What did I do wrong? Or are there other ways to accomplish this?
Greetings,
Bart

Take a look at the following mesaages that discussed the whole SSO and SSO2 ticket logins.
As for a way to handle the two different login types. Well first and formost - active the SSO Tickets on your system. Set your BSP up for that.
Then create a new starting page with an alias to the pöublic section for BSP's in your system. On this page make two links.
For your external users - one that redirects to your BSP passing the user and password in the url for the "read only external user" - that's the sap-user=name here&sap-password=passwordhere.
For your internal people give them simply the link to the BSP which when they click it will see no user name and password and redirect them to the BSP login.
Make sure you setup the BSP login according to SAP note 517860 and follow the instructions from http://help.sap.com/saphelp_nw04/helpdata/en/1d/13c73cee4fb55be10000000a114084/frameset.htm using the supplied SYSTEM_PUBLIC)
It's a bit basic but it works, we do it
Oh and setting up the system for the SSO (transaction sso2) is very very simple!!

Moving contact center and mac licensing

Hello all. I am getting ready to move UCCX 8.5 to a new host and datastore in vmware. Since moving this will re-assign a mac address, I assume my license will become invalid. Do I need to manually edit the vmware settings so that it maintains the same mac address before powering this machine on in the new location? I assume this is necessary for vmotion as well. Thanks!

After you change your CCX settings, you will go into grace period, simply contact [email protected] for the licenses to be rehosted.
HTH,
Chris

Cost Center and Internal Order report

Hi,
We are trying to design an account structure using Cost centers and statistical Internal orders. So any invoice would be booked on REAL Cost Center and a STATISTICAL Internal Order. Can I pull up a report based on the cost center and also the internal order?
Our other requirement is to report the values on the statistical internal order along with the values on a profit center ( can be any profit center belonging to the company). Is there any way to develop a report using special purpose ledger or ABAP that can achieve this requirement.
Any help on this issue will be greatly appreciated.
Thanks and Regards,
Venkat

In t code KOB1 - Order line items, you will get details of cost center as well. For this you need to display field Aux. acct assignment_1.
Regards
Rakesh Pawaskar

How to go about pursuing Contact Center

Hello,
I wish to pursue Contact Center and CVPI.
I would like to know what are the per-requisite for these specialized voice course.
Kindly suggest a path of different technologies needed for UCCE.
ICM and IP IVR are separate module or are they covered in dept in CVPI or UCCE?
Please suggest how to go about pursuing my goal.
Regards.

UCCE is an umbrella solution that includes ICM (central controllers, PGs, AW, HDS) as ACD, then you have CVP as the IVR working with VXML GWs, CUCM as PBX, CUIC for reporting (or 3rd party), Finesse or CTI OS, or CAD for agent desktop, optional CUSP as SIP proxy and bunch of 3rd parties if needed for call recording, workfrce management, wallboard, etc, etc.
ICM can also run outside of UCCE integrated with 3rd party ACDs, but this is more rare in recent years.
HTH, please rate all useful posts.
Chris

ICI BCB Contact Center Integration

Hi,
We are trying to integrate Solidus eCare 5.0 with SAP CRM 2007 for the IC WebClient scenario. We are facing some problems in the test of the connection between the Contact Center and SAP using the Business Communication Broker (BCB) of the Integrated Communication Interface (ICI). All the parametrization has been done in the SAP side. Up this moment the result of the test is "Failed". It looks like we are not sending any parameter in the IciSystem_exchangeProductInformation method, and we should send the ICI version. Could you please help us with this problem?
Thanks very much
Sergio

Hi Amar,
Just follow the steps described in Stephen Johannes weblog located here:
The specified item was not found.
Please note that you need CRM java stack to be installed.
Kind regards and good luck!
Garcia

CONTACT CENTER + SOCIALMINER HW

Hello,
I'm proposing to a customer a Call Center system with Cisco Unified Communications Manager, Cisco Unified Contact Center Express and Cisco SocialMiner (for about 50 agents).
I have read that:
Cisco will support SocialMiner deployment on any hardware provided SocialMiner is installed within the Cisco provided VMWare OVF.
So I was thinking of offering 2 x UCS-C200M2-VCD2 with CUCM, Contact Center and SocialMiner corresident in both machines. Is this a valid configuration? If not, what could it be the cheapest option?
Thank you very much.

All products support these servers (@ given versions), but you must determine which OVAs will be used and map them against capacity of these servers. For example, the SocialMiner OVA is 4 vCPU taking 1/2 the CPU capacity of a C200M2 alone (2 x 4 core CPUs = 8 vCPU capacity).
You can find all necessary guidance here: http://www.cisco.com/go/uc-virtualized

Contact Center and TeleService for Internal Emplooyees

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