Creating Actions - Interaction Center WebClient - SAP Library

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The SAP CRM Interaction Center combines separate processes
Communication Process via various channels, e.g.
E-Mail (CRM 7.0, EHP1, EHP2, EHP3):
Pull scenarios: using SAP Connect interface
ERMS workflow (CRM 7.0, EHP1, EHP2, EHP3),
Agent inbox workflow (CRM 7.0, EHP1, EHP2, )
Push scenarios:
simple ICI E-Mail,
ERMS push (CRM 7.0, EHP1, EHP2, EHP3) using combination of SAP Connect and ICI mail handling
Telephony
Chat (CRM 7.0, EHP1, EHP2, EHP3)
Fax and Letter (CRM 7.0, EHP1, EHP2, EHP3)
Customer Interaction Process (CRM 7.0, EHP1, EHP2, EHP3)
and the integrated Business Transaction Process
CRM Business Transactions: UIU integrated views (CRM 7.0, EHP1, EHP2, EHP3)
IC specific business transactions (CRM 7.0, EHP1, EHP2, EHP3)
within the context of a single process flow or an agent's "interaction" with a customer.
Blog "Hitchhiker's guide from a process perspective", gives an overview of those processes integrated in the SAP Interaction Center
Only business roles of type B IC Webclient support above mentioned process integration. When setting up your own business role for the Interaction Center, consider KBA 1836437 which summarizes technical prequequisites from customizing point of view.

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Re: Specifics for Interaction Center: Toolbar - Interaction Center WebClient - SAP Library

Hi Sigrid,
i have a problem with the 'Clear Interaction' button,
In the account identification screen i confirm an account and there is a custom view which is used to confirm the appliance,
After this process i am creating a service order through direct link, when i save the order and then do a clear Interaction i get a error message ' clear interaction not possible, order is saved', which is fine.
But when i navigate back to account identification screen i see that the Account information is cleared.
Is this Standard action???
Is there a way to make sure that the Account information is not cleared???
Please help me.
Regards,
Deepak

Hello Sigrid,
I set the system user parameter as WCF_IGNORE_ENHANCEMENT to 'A' so that all the custom enhancement are ignored and i tested it. it was the same issue. I beleive the issue is standard.
So the steps which i took to bypass it was enhancing the component CRMCMP_IC_FRAME,
i enhanced the view CRMCMP_IC_FRAME/HiddenView
i redefined the event handler EH_ONFORWARDCALL
i initially checked whether the order was saved, if the order was saved then i raised the error message
"Clear Interaction not possible, order is saved" and avoided the super call.
This served my purpose, and standard behaviour continued for rest of the cases.
Thanks,
Deepak

Change of Interaction Center WebClient Inbox search

Hi All,
Our requirement is to change the inbox search of Interaction Center WebClient. Here we need to add one more field called Schema Version Management. When we search for inbox it has to pick that schema vesion inbox. Could you please some one suggect is there any BADI or any other method to implement it? Appreciate your inputs.
Thanks in advance

The SAP CRM Interaction Center combines separate processes
Communication Process via various channels, e.g.
E-Mail (CRM 7.0, EHP1, EHP2, EHP3):
Pull scenarios: using SAP Connect interface
ERMS workflow (CRM 7.0, EHP1, EHP2, EHP3),
Agent inbox workflow (CRM 7.0, EHP1, EHP2, )
Push scenarios:
simple ICI E-Mail,
ERMS push (CRM 7.0, EHP1, EHP2, EHP3) using combination of SAP Connect and ICI mail handling
Telephony
Chat (CRM 7.0, EHP1, EHP2, EHP3)
Fax and Letter (CRM 7.0, EHP1, EHP2, EHP3)
Customer Interaction Process (CRM 7.0, EHP1, EHP2, EHP3)
and the integrated Business Transaction Process
CRM Business Transactions: UIU integrated views (CRM 7.0, EHP1, EHP2, EHP3)
IC specific business transactions (CRM 7.0, EHP1, EHP2, EHP3)
within the context of a single process flow or an agent's "interaction" with a customer.
Blog "Hitchhiker's guide from a process perspective", gives an overview of those processes integrated in the SAP Interaction Center
Only business roles of type B IC Webclient support above mentioned process integration. When setting up your own business role for the Interaction Center, consider KBA 1836437 which summarizes technical prequequisites from customizing point of view.

Need the "CR410 interaction center webclient CRM" certification document

HI
I need the document "CR410 interaction center webclient CRM".
Could any one please tell me where can i find this document
Thanks

Hi Sudhansu,
Unfortunately I think that document is not available for distribution. It is SAP copyright material.
This not replace that document, but there is also good information available about IC Webclient in this [thread|Documentation for Interaction Center (IC) WebClient;
Kind regards.
Bruno
Edited by: Bruno Garcia on Jul 15, 2008 9:34 PM

Address Data Identification in Interaction Center WebClient

Hi Guys,
I'm working with ICI and CRM 5.0 Interaction Center WebClient.
I want to know where is the Function Module that use Interaction Center Webclient for search the bussiness partner by ANI.
When you use SAPPhone, the FM is SPH_ADDR_SEARH_CALLER. But for ICI is the same?
If I change the standar framework, make a copy, my copy use the same standar function module for search the business partner by ANI?
Regards,
Lyda

Solved

Survey at Interaction Center WebClient

Hi Guys,
How can I add the answer for my survey to an service ticket at Interaction Center WebClient?
I'm using a script with survey for guide agent with the correct word for register the problem. After complete the survey, I follow up register a incident with description, but I need to attached the result of this survey to this service ticket.
Any idea?

I don't receive any feedback

SAP Library - Interaction Center WebClient

To add a comment, please log in or register on the top of this page and choose Reply. Please write your comment in English.
You can also go back to the SAP help page.

The SAP CRM Interaction Center combines separate processes
Communication Process via various channels, e.g.
E-Mail (CRM 7.0, EHP1, EHP2, EHP3):
Pull scenarios: using SAP Connect interface
ERMS workflow (CRM 7.0, EHP1, EHP2, EHP3),
Agent inbox workflow (CRM 7.0, EHP1, EHP2, )
Push scenarios:
simple ICI E-Mail,
ERMS push (CRM 7.0, EHP1, EHP2, EHP3) using combination of SAP Connect and ICI mail handling
Telephony
Chat (CRM 7.0, EHP1, EHP2, EHP3)
Fax and Letter (CRM 7.0, EHP1, EHP2, EHP3)
Customer Interaction Process (CRM 7.0, EHP1, EHP2, EHP3)
and the integrated Business Transaction Process
CRM Business Transactions: UIU integrated views (CRM 7.0, EHP1, EHP2, EHP3)
IC specific business transactions (CRM 7.0, EHP1, EHP2, EHP3)
within the context of a single process flow or an agent's "interaction" with a customer.
Blog "Hitchhiker's guide from a process perspective", gives an overview of those processes integrated in the SAP Interaction Center
Only business roles of type B IC Webclient support above mentioned process integration. When setting up your own business role for the Interaction Center, consider KBA 1836437 which summarizes technical prequequisites from customizing point of view.

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 E-mail functionality works with Interaction Center Webclient

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.
Does SMTP server required to be involved for this functionality or External Telephony system Vendor iprovides this function.
What is ERMS? and why we use this in IC Webclient.
Please educate me to understand the concept of E-mail functionality in IC Webclient.
Your help will be highly appreciated.
Best wishes,
Raghu ram.

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.
You have three options for routing emails into the CRM Interaction Center. You can push emails real-time to agents via a screen pop using third-party contact-center software like SAP BCM, Genesys, Avaya, and so on. Or there are two options for sending emails into the agent inbox, where the emails are processed in offline mode by agents, technicians, and engineers. You can route emails directly to a specific inbox group/queue by using different emails addreses. Or, you can leverage ERMS to decide where which agents to route the email to based on business rules.
Please see the various notes mentioned above that appear in the sticky note on top of this forum. For example, there is a nice 85 page FAQ document on the Agent Inbox in note 882653. And ERMS note 940882 is also very useful.
Regards,
John

Empty ticket creating in Interaction Center

Hi All,
As i am new to SAP CRM Technical, i need help.
User is able to create a new service ticket in Interaction center. and ticket with number is getting created and saving data in SAP. Issue is.. when user edits the existing ticket and save it, it creates a new empty ticket instead of editing.Why this is happening? PLease help me
Thanks
Subin

The standard behaviour should be like that:
New business transactions: If you create a new business transaction, then an interaction record should be created
Editing of existing business transaction: After pressing END, if you search for a business transaction for example in agent inbox and just edit it (without creating an E-Mail, or navigating to Interaction Record view), really just edit the business transaction and then press END, then no interaction record should get created.
If in your system without enhancement an interaction record gets created for use case (2) then you might open an support incident and ping me the number.
You might also check my blog http://scn.sap.com/community/crm/interaction-center/blog/2014/09/16/tracking-customer-interactions-a-new-feature-and-end-is-your-friend for some background information.
Best Regards,
Sigrid

CRM V5.0 in Interaction Center Webclient

Hi all,
In CRM V5.0 in Interaction Center creation of Service ticket want to make changes in the Work Space.(T.code SE80)
o     Reason Field
     Can Reason be changed to Origin with the following values in the drop down:
     Ticket
     Phone
     Voicemail
     Email
     Walk up
     Fax
     Pager/Home
o     Subject Field
     Can we change values in drop down to
     Hardware
     Software
     Security
     Other
Kindly respond ASAP..
Regards,
Ravi

Solved

Interaction Center WebClient

Hi All:
I want to find the service in Trx.SICF, where you can enter to ICWC.
Thanks
Alvaro.

Hi Ragu:
Ok let me describe my scenario:
I have 180 users that should be able to register a support message and be identified in his / her message. I need to define a Business partner for each user because I need to configure in T CODE SPPFADMC automatic actions when the user creates a message and when you close it.
I cant work with key users and IBASE components because I am not going to support a SAP Landscape. I only have my Solman server.
I am stack 9.
Do you know other way to create and assign Business Partner for each end user??? I'm not going to use key users.
Thanks for your interest and your help.
Regards
Alvaro

Customer Interaction Center with SAP Phone

Dear All,
We are using SAP Phone with CIC, and everything is working well when the SAP Phone server is started, but soon after one by one some of the extensions stop working. The users when they try to do any operation are blocked as SAP R3 is waiting for SAP Phone server to reply and in the log of the server we see the following
"A call to TAPI function lineGetAgentStatus has failed.
Call handle to use:        (Not used)
Second call handle to use: (Not used)
(Both or one of them may be marked as "Not used"
if not relevant for TAPI call)
> Extended TAPI information:
TAPI returncode:      0x80000049
TAPI error text:      LINEERR_OPERATIONUNAVAIL
2008/10/30 18:44:45:49 Error 0x50016 in Process 1528 Thread 3828
Location: CPHOrderManager::ReturnHandling Module: phordermgr.cpp Line: 1395
The SAPphone Server uses TAPI 2.0 or higher to map
SAPphone functionality to TAPI. Unfortunaltely your
TAPI service provider currently being used does not
implement all TAPI functions required by the SAPphone Server.
In particular, this TAPI function is not supported: lineGetAgentStatus
Please contact the vendor of your TAPI service provider
to get a new version where function lineGetAgentStatus
is implemented or choose a different TAPI service provider."
We have checked the TAPI version and it is 2.1.x. Has anyone faced similar problems? and know of any solutions? If we re-start the SAP Phone server again everything works fine for some time. We checked the memory and its 4GB main memory, and system load is also low
Any help on this will be very much appreciated.
Thanks and Best Regards
Anirban

Did you find the solution for this? We are facing the same problem.
Br,
Virginia

Opening interaction center webclient

Hi Gurus,
When i try to open crm ic webclient with using transaction "crm_ic", i see all the ic profiles but when i choose one of them, only "reject" and "warm transfer" buttons are displayed and just writing "loading...".
What can i do for this?
thanks

Hi ,
Ok now also check for the Organisational model to which you have assigned your profile
1. go to Ppoma_crm and to the org unit then select it
2.Navigate to the option Go To on the top then detail object > enhanced object descritption>select ICWC profile and check for the profile assignement --> change it to default.
(Also make sure that this organisation has a BP to which your user id is assigned)
Now use this user ID to open up the profile from the launch transaction CRM_IC
Hope this will open up the default profile for you .
Regards
Raj

ICWC(Interaction Center WebClient) in CRM

hi friends
I want to replace two fields (Funcation and Function ) from Identify Account with Date of Birth and Birth Place.
Plz help me to do this
Regards
Pulkit Agrawal

Hi Pulkit,
it seems that you are using CRM 4.0 because it's closer in CookBook 4.0 then in CB 5.0...?
There is one transaction which is not mention there, where you have to go and add to your user(or better to say to user which you use to connect to CRM_IC appl) that new profile(Z_COOKBOOK) you created.
I don't know that transaction by heart, I'll do that tomorow lunch time (CET) tomorow...
Regards,
Milan

Creating Actions - Interaction Center WebClient - SAP Library

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