Customer Interaction Center documentation?

Does anyone have documentation regarding CIC WinClient. We will connect CRM with telephone system (CISCO) so i will need some kind of materials that cover that topic (connecting telephone system with CIC, creating target group, customer segmentation, etc.).
You can send me all materials to [email protected]
Thank you in advance!

Hi
pl check the folllowing link for CTI
http://help.sap.com/saphelp_crm40/helpdata/en/ff/7f5acbb64711d2b8d6006008ec2322/frameset.htm
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/0003b5b0-0b01-0010-c0b4-cb3178973441
Do reward points if helpful
Dinaker vikas

Similar Messages

Problem in Customer Interaction Center

Hi All,
I have an issue related to CIC win client.
While using the Customer Interaction Centre, enter Partner number and performs a search, the sold to party and bill to party customers brings up the incorrect details.
Where should I need to check relates to his profile, could pls. share your inputs to resolve this issue.
Thanks in advance.
Regards,
Smitha.

Hi
what do you mean by incorrect values?
this search searches for BPs
you mean address data shown in CIC for found BP is incorrect?
remember this is a very basic view, and not so enhanced like in BP transaction.
you wont see here much data.
regards
Radek

Customer Interaction Center -- MSA

Dear Colleagues,
The scenarion is:
Sales Representative has created Activity (Meeting) in MSA. By default logged in user will be taken as fuction "Sales Representative" in 'Person responsible' tile. I have added one more employee in this tile as fuction "Person responsible".
So till here, sales rep has created activity in MSA and deligated this to one employee.
Now as a employee, I go to CIC (customer intreaction center) screen and I would like to know what all activities are assigned to me by my sales representative. Is this possible?
I can not see ant option to search my activities.
Please do guide.
Regards
Milind
I am trying to search with g

I'm not sure about the way CIC works.
But you should be able to search this activity using transaction CRMD_BUS2000126 (activity maintenance).
In partner dropdown select particular partner (sales rep or person responsible), select particular employee as search criteria and you should be able to find that activity.
Regards,
Kaushal

Custom search in the Customer Interaction Center

I have a somewhat unique custom requirement in CIC. The user wants to go to our custom Alta Vista search upon pressing enter when either the name or phone number field is populated. We have a search that is activated only when the CSEARCH_SEARCH button is pressed and the name and phone number fields are not entered, however the new requirement is to capture what was entered in the name or phone number fields when specifically the enter key is pressed and execute the function module behind custom search with these fields pre-populated.
I was look for a BADI with a method that both is executed when enter is pressed and exposes these two fields. As well I would need to bring back the returned customer from the search into CIC. I've played around with implementations of COM_PARTNER_BADI, CRM_IOBJ_CIC_BADI, and CRM_ISM_CIC_LOCATOR with no luck. Is anyone aware of a BADI or some other technique that will fullfill my requirements?
Thanks in advance,
Tony Dagnillo
847 535-4406

Hi Santiago,
I've exactly your same problem... have you solved it?
Thanks in advance
Regards
Lara

Complaint management in Customer Interaction Center (Txn CIC0)

Hello colleagues,
     I am very new to CIC and i want to know how to configure complaints in the application area of transaction CIC0 in ERP system.
     It would also be great if you can provide the data base tables/ transactions which are affected by complaints creation.
    Note: I have found the tables which are hit in the CRM system. They are CRMD_ORDERADM_H and CRMD_ORDERADM_I. If there are other tables that i have missed, kindly let me know.
This is an urgent requirement so a prompt reply would be greatly appreciated.
Thanks and Regards,
Rajat

Hi,
There are tables in CRM which stores, item level information.
They are: CRMD_CUSTOMER_I and CRMD_CUSTOMER_H tables.

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

Customer Interaction Center CIC and 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

Customer Interaction center - Scripting

Hi Folks,
I installed "J2SE Runtime Environment 5.0 Update 1" on my PC and its there on CRM server too. But when I go to scripting system doesnt allow me to create New script. Also Repository on left hand side of screen is not there.
What else nee to be added? Is it correct JAVA version?
Regards,
Nikhil

Hi,
I upgraded my browser from IE6 to IE7. Now repository with all menu is coming but when I selct New and Create Script system gets slow down and doesnt process further.
Do I need to install JRE 1.4.2?
Regards,
Nikhil

Employee Interaction Center

Dear Colleagues,
In Customer Interaction Center (CIC), search is possible based on Customer(Activity Partner).
But in general Scenario, in Mobile Sales, Sales Representative will assigne some activity to Person Responsible (CIC agent). Now CIC agent will go to his desktop and he should have facility to search based on his employee number. Here I am talking about the Employee based search. I am been told that we need to have Employee interaction center for this.
Any other suggestions on this will really be appreciated.
My main concern is to have Employee based search in CIC.
Regards
Milind

Hi,
>what is employee interaction center?..
An Employee Interaction Center (EIC) is an important part of a shared-service concept. It is an organization model in which particular services are provided for the whole company by an organizational unit created for this purpose. The individual business areas or departments of a company can take advantage of these internal services.
>Steps to configure EIC?
>what are the mandatory steps needs to be followed?
For information about Customizing for the Employee Interaction Center, see the Implementation Guide (IMG) for Personnel Management under Employee Interaction Center (EIC).
Regards
Bernd

Filling an Activity from the Interactive Script in Interaction Center WC

Hi Experts,
I need to fill an activity from an Interactive Script in the Interaction Center WinClient.
When i finish selecting in the script all the possible answers, i need to create an activity with information coming from the script. How can i make that possible?
points rewarded
thanks

Alberto
You can create an activity.i.e., you can create an Order from the Interactive Script if you already created the Script structurethen follow the below steps
I think it would be helpful
Procedure:
T-Code: EWFC0
Path: SPROIMGCustomer Relationship ManagementCustomer Interaction CenterVisible ComponentsAction Box SettingsDefine Configuration Profile for Action Box.
1. Choose F4 help to select one of the Action Box profiles you have created and you want to adapt and choose change.
2. Mark the Action box Configuration and create a new Action Box Group by choosing Create transaction group.
Enter a group ID, description and icon for the new transaction group and choose Continue.
3. Mark the new transaction group and create a new Action Box transaction by choosing Create transaction.
4. Enter a transaction ID.
5. Enter a Transaction Definition section, select Workspace.
6. In the Transaction Definition section, select Workspace.
Two additional fields will appear.
7 Choose F4 in the Workspace field to select the Script.
8. Choose F4 in the profile field to select the Interactive Scripting profile that you created in the previous steps above.
9. Enter a Slot Name if desired.
10. Choose Continue.
You are automatically taken to the Maintain Data Flow screen .No data flow parameters need to be maintained for the Interactive Scripting workspace.
11. Choose Back.
12 Choose Save.
Note: Since Only Workspace of this type can be open at once, you will need to close the Automatically Created Interactive Scripting Workspace before launching the Interactive Scripting Action Box call.
Regards
Surendra

Customer Interaction User Profile

We are in the process of testing the Customer Interaction Center (Winclient) with our internal sales teams. Can anyone help assign the correct user profile/authorization for these?
I need them to be able to run activities in CIC0 and use trx BP, CRMD_ORDER. I have added these transactions to a new profile - ZQ:CRM_SALES and assigned this but i'm experiencing a few problems when a user tries to attach a file within an activity.
Does anyone know the standards for these
Your help would be greatly appreciated
Regards
Barry

Hi Barry,
It seems standard authorization problem, You can do a trace with ST01 and see the error in the authorization object.
Regards.
Manuel

How to show pop-up at Interaction Center

Dear friends,
I would like to share with you how to show pop-up screen at Interaction Center.
As you should knows, IC doesnu2019t show pop-up screen, because the philosophy in IC is to avoid all theses pop-up.
Sometimes we need to show these pop-ups, so I want to explain how to do that.
Before CRM 2007.
Note 487734 - Popup windows in Customer Interaction Center
This consulting note explains how to do a simple change in standard abap program.
At CRM 2007, do the follow:
View CRMV_IC_POPU control in which Business transaction profile will be allows pop-up screen. This view can be maintained through tx SM30.
There are two field u201CBusiness Transaction Profileu201D and u201CAllows Dialog Boxu201D
The first one fill with the name of your Business Transaction Profile, unfortunately list value of this field is not working, so you must type the value correctly. Next, mark the check box u201CAllows Dialog Boxu201D.
You can find u201CBusiness Transaction Profileu201D name, doing the follow:
Tx SPRO, IMG, CRM, Business Roles, Define Business Role.
Select your Business Role and then double click on folder u201CAssign Function Profilesu201D, next at colum u201CFunction Profile IDu201D locate value IC_BT. Your Business Transaction Profile is the value at the field u201CProfile Valueu201D, standard value use to be DEFAULT.
Type this value, e.g. DEFAULT at field u201CBusiness Transaction Profileu201D in table CRMV_IC_POPU.
Best regards,
Lalas

I was dammed by a helldemon and so I will never be back to my dear CRM.
But anyhow, thanks man. I'm taking this to my I_SHOULD_REMEMBER_THIS file.

Modification in interaction center Customer Fact Sheet of XSLT program

Hi All,
There is a requirement to do a small modification in CRM winclient Interaction Center Customer Fact Sheet.
A new data need to be displayed in the fact sheet according to certain condition.
The fact sheet is displayed upon the code written in XSLT program. Need to understand how the code is fetching the data values from the RFC client. The part of the code is as below (unable to post the code). Can some one tell me what the attributes in the XSLT code are and where are they defined.
Condition need to be written to display the meter type based on the serial number of the meter. Can this be done in XSLT program or else where.
I have also looked at the class for the environment ZCL_CFS_GET_ENVIROMENT. I do not see any custom method created here. Also looked that there were no BADI available.
Kindly let me know where the condition need to be written.
Thanks to All
Regards
P Raj

The info object of the environment is assinged with class ZCL_CFS_GET_ENVIRONMENT, this class has method GET_REPORT, this method calls function module ZCRM_CFS_READ_ENVIR.
The code of condition is to be written in this function module.
The attributes of the code is to be called in the specific area in the XSLT program of the environment.

Access to Outbound Emails in Interaction Center

Hello All,
In our CRM 2007 interaction centre users send emails to customers through the email component. We would like there to be a capability to view a history of these outbound emails just like there is with inbound emails in the inbox. What are the steps involved in setting up this functionality??
Or if one could direct us to any documentation out there that relates to this.
Any advise is greatly appreciated.
Thanks,
Jonathan

Hello Jonathan,
Maybe you can elaborate on your requirements a bit more. For example, by default in the Interaction Center any outbound agent emails should be automatically linked to the current customer Interaction Record AND to the current One Order business transaction (e.g., open service ticket, complaint, etc.). Later you are able to view all emails (both inbound and outbound) associated with a particular Interaction and/or business transaction. Is this enough for your requirement?
Or are you somehow interested in a report or list of all outbound emails sent by a certain agent, irrespective of a particular customer interaction or business transaction? If so, there are no default capabilities in this area and I would imagine that such a requirement would require quite extensive development and code modification. Perhaps the other experts can chime in?
Best regards,
John

Employee Interaction Center (EIC)

I am looking for any information about the Employee Interaction Center functionality within CRM 5.0. Has anyone implemented this functionality within CRM 5.0 or customized their CRM 4.0 implementation for this?
If anyone has any information about this topic, please let me know.
Thanks!

Hi Darcie,
If you need info & documentation on this please visit the following site:
http://service.sap.com/crm-inst
Here you can find the CRM 5.0 Master Guides, any new functionalty & and install guides for CRM 5.0 and CRM 4.0
Also, http://service.sap.com/rkt is a very good site for new functionality etc for CRM 5.0
For detailed documentation on the "Employee Interaction Center" i would advise to search for it at http://help.sap.com as i found a lot of documentation there when i searched for it...
Hope this helps...
Rgds - Jeff

Customer Interaction Center documentation?

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