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

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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

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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.

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

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.
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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.
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

Creating Actions - Interaction Center WebClient - SAP Library

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.

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.

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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
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I have a "Business Transaction Profile" for interaction center where the Activity is the main and service order is dependent
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However, In my activity, I can observe in the Activity Clipboard my service order, but I need the SAP assigned the
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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.
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As of CRM2006s it is possible in standard to create any business object type as follow-up of an interaction record.
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Gert

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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Dario.

Hello, Dario.
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if me->end_descr_object is initial.
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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.
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SAP CRM WebUI : End Button Interaction Center

Hi to eveybody,
is it possible to remain in the same page (for example in CSR detail) when the "END" button is being pressed on interaction center?
Now the system returns to main page and deletes all history.
Is it possible to make this in SPRO transaction or in other ways?
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.
Take a look at it. It subscribes for some IC events in IF_CRM_IC_COMPONENT~INITIALIZE. For instance, for interaction_ended event. And it handles this event in method HANDLE_INTERACTION_ENDED. There is a code which makes default navigation:
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.

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

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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...".
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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

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.
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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
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This served my purpose, and standard behaviour continued for rest of the cases.
Thanks,
Deepak

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You need JRE Version between 1.4.2_02 and 1.4.2_09. Any version below the lower value or above the higher value would not be accepted by the installation and this message would pop-up. If you have any version within the above specified range and also a higher version like 1.5, it is recommended to uninstall 1.5 version before proceeding with the installation. Once uninstalled, you need to restart your machine and then try the installation. If the error recurs, then right click on the 5.0 InstallationAssistant.msi which can be found under the Mobile_Client_Installation folder and select the option Uninstall. Select Yes on the prompt that appears next. This should uninstall the old version of the installation package from the machine Then you could start the installation once again by running setup.exe.
I hope this helps.
Best Regards,
Niranjan
P.S: Reward points would be appreciated.

CRM V5.0 in Interaction Center Webclient

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