CUSTOMER INTERACTION CENTRE ( CIC )
WHAT IS DIFFERENCE BETWEEC R / 3 CIC AND CRM CIC ?
PLEASE MAIL ME THE REPLY TO
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sanjeev
Hi,
The CR410 material is part of SAP CRM Academy.
But, you can also find useful information in:
SAP Help - Interaction Center
http://help.sap.com/saphelp_crm70/helpdata/en/91/5af2e75d6343e2808b461db9bef60f/frameset.htm
and SAP Press books, such as
Maximizing Your SAP CRM Interaction Center, written by John Burton.
http://www.sap-press.com/products/Maximizing-Your-SAP-CRM-Interaction-Center.html
Regards,
Heber Olivar
Similar Messages
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CRM - Customer Interaction Centre
Hi,
From a functional perspective of CRM - Customer Interaction Centre (CIC), what needs to be learnt ? Please provide links to those.
Please help
RegardsHi,
The CR410 material is part of SAP CRM Academy.
But, you can also find useful information in:
SAP Help - Interaction Center
http://help.sap.com/saphelp_crm70/helpdata/en/91/5af2e75d6343e2808b461db9bef60f/frameset.htm
and SAP Press books, such as
Maximizing Your SAP CRM Interaction Center, written by John Burton.
http://www.sap-press.com/products/Maximizing-Your-SAP-CRM-Interaction-Center.html
Regards,
Heber Olivar -
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
AnirbanDid you find the solution for this? We are facing the same problem.
Br,
Virginia -
Customer Interaction centre (telesales) configuration for SAP R/3
I need a documentation or materials in CIC0. This is very urgent since we have a client meeting next week. I will reward if you help me .. my ID: <b>[email protected]</b>
Dear Muthu
Check the link and drilldown on the left tab
http://help.sap.com/saphelp_46c/helpdata/en/35/b0e95087a62488e10000009b38f9b7/frameset.htm
Reward please if this is really helpful.
Thanks
G. Lakshmipathi -
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 -
Interaction Centre: Survey not saved correctly
Hi,
We are using SAP CRM 5.0 Interaction Centre. While creating a customer feedback transaction with survey in Interaction Centre, following is the observation:
1. We open the customer feedback transaction, enter the mandate information in the details tab and save the transaction.
2. Then navigate to questionaire tab and fill-in the survey questions and save the survey.
3. Navigate back to details tab and save the transaction. The survey and the transaction are saved correctly. Instead, without navigating back to details tab, when we try to save the transaction from the questionaire tab, neither the survey nor the transaction is saved.
Recently the application was upgraded from SP15 to SP16.
Please provide your inputs in solving this issue.
Thanks in advance.
Regards,
Venkat
Edited by: kvenkat24 on Dec 14, 2010 8:02 AMHi Hongyan Shao,
Thanks for taking your time to answer my issue.
Actually we have two issue in this
1.When users press the End button, ideally, the current screens should be closed and default screen of Accoutn Identification should be shown.
This does not happen.
Actually, nothing happens when users press the End button.
Users cannot click on anything else too and the screen seems to be frozen.
Users have to close the IC session and relogin.
2.And one more issue is when user ends call by click on end button it goes to account identification but Name of the account still be there on top left top side where it shown account name. but it allows agent to take another call and create service ticket.
Please note that we are using CTI( Avaya phone)
Now since these two are an intermittent issues, i do not have reproduction steps.
Thanks and regards,
Teja -
Issues when adding the Interaction centre option to Nav Bar for WebUI.
I just wanted to clarify something if I may.
Am I right in thinking that the Interaction centre can be viewed for Service, Sales and Marketing. There are standard SAP business roles for all these, being the SERVICEPRO, SALESPRO and MARKETINGPRO.
I have a new business role to be set up which is a sort of hybrid of the SALESPRO and MARKETINGPRO roles. However, what I can't determine is what displays the Interaction centre from within the Nav Bar for any of these particulat SAP roles.
In the SAP GUI we could just run transaction CIC0 and depending on the PCFG settings it would either show the Sales IC or the Marketing IC. I need to just show the marketing IC for my new Z business role, but getting the details into CRMC_UI_PROFILE and CRMC_UI_NBLINKS is proving very difficult, for me.
Has anyone done anything like this before?.
JasonHi Jason,
In spro please go to
Customer Relationship Management->UI Framework->Technical Role Definition->Define Navigation Bar Profile
1.You can create your own NavBar Profile (by making a copy of any of the existing Nav Bar Profiles) say Z_ICPRO.
2. Select your profile.
3. Then goto the node Define Profile->Assign Work Centres
New Entries
4. Here you can add IC_BPIDENT (This work centre corresponds to Account Identification), at any position you want.
5. Assign the above nav bar profile to any of the existing Business Role (or create your won Business Roles) via customizing
Customer Relationship Management->UI Framework->Business Roles-Define Business Role
5.Now when you login to web ui with the above Business Role, you should be able to see Account Identification on the WorkCentre tab!!
Hope this helps.
Regards
Nisha -
CRM Interaction Centre - Video Demo or Success Stories
Hi
I am a new CRM Trainer and rolling out CRM Interaction Centre to my organisation.
I have been searching the web to try and find a suitable video to show in the training sessions to set the scene. I'd love to see a video of someone actually using CRM Interaction Centre while talking to a client, or even better to see a video of a customer success story to describe the benefits it has brought. We have our own e-learning videos but seeing it already in action I think would bring it to life.
If anyone knows of any similar content out there that is available to use - I would appreciate you letting me know.Hi Jayne,
You should check out the Early Knowledge Transfer http://service.sap.com/rkt-crm Select your release on the left hand side and then on the right hand side under 'Select your Learning Map' choose Interaction Center.
There are a number of demo's and presentations on the different functionalities. I use this quite a lot and find it a great resource.
James -
How to assign search help for custom cost centre field in SRM 7.0
Hi Experts!!
We are currently working in SRM 7.0.As per our business requirement, in account assignment tab we need to use a custom
cost centre field (ZCOST_CENTRE) instead of standard cost centre field.It is observed that for standard cost centre field there is a standard web-dynpro search-help assigned where it will return the F4 search help values from backend.
Can any one of you please help me how can I assign the search-help for the custom cost centre field. Is there any FM to call the backend cost centre search help for custom field or any other way how can I achieve this?
Thanks in advance.
Regards,
Kalyanikalyani,
i can see your requirement in below way..
as it just reads: you need to assign the standard cost center help to a z cost center field in component /SAPSRM/WDC_UI_DO_ACC.. which actually is fetched though the component /SAPSRM/WDC_UI_BACKEND_SH
so, if you see the component controller of SAPSRM/WDC_UI_DO_ACC you will see the component
USAGE_SH_F4 /SAPSRM/WDC_UI_BACKEND_SH
USAGE_SH_F4 /SAPSRM/WDC_UI_BACKEND_SH INTERFACECONTROLLER
so you can replicate the same functionality for your z field.
but can you clarify one thing.. why are you going for this z field in place of standard field ? -
Need help with a customized interactive web application for apparel
Help!!!!
Hi I am a web designer at beginners stage with web
devlopment. I am seeking guidance on how to develop a customized
interactive web application so that the end user can change color
and patterns of apparel on vector images such as teamsports
uniforms and tshirts. Once the design is customized to their liking
they can save it with all of the spec information in a file to
there desktop or to a database to send to the manufacturer.
Also looking for a possible way to use a CMS so I can upload
templates of the garment easily for the end user to customize
online. Can this be done and if so how? This is an example the kind
of application I am looking for:
http://www.dynamicteamsports.com/elite/placeorder.jsp
I am in desperate need of some brilliant developer to help
with this.
Thanks in advance for anyone who is willing to assist or give
me guidance,
Danka
"Reap what you sew"some parts of that are doable using non-advanced skills, but
will be difficult and unwieldly if there are more than a few
colors/patterns.
saving the image to the server is a bit more advanced and
you're going to need some server-side scripting like php, perl, asp
etc. in addition to some flash programming ability. -
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
847 535-4406Hi Santiago,
I've exactly your same problem... have you solved it?
Thanks in advance
Regards
Lara -
How to modify standard or custom Interactive Reports
Hello everyone!
Is there a possibility to modify SAP standard Interactive Reports? Where can this be done?
Also if I create a new custom Interactive Report using Wizard in WebUI I don't find any transaction where I can modify it. Should I use some SAP GUI transaction to do this? Or even BEX Analyzer? Perhaps there is SAP Documentation about how to do it but I wasn't able to find it.
Many thanks in advance for any help! Kind regards,
SashaSasha
To do this, you need to be logged in with the ANALYTICSPRO business role (standard). Once you access the web UI you will have the option to Search reports. Doing this will show you both the standard reports and the ones modified by you. If you want to modify the SAP delivered reports, select the report, click the Copy button and then rename it etc. You then walk through the wizard and make the changes you need.
You can also modify the ones you created by clicking on Edit.
Once you have created your new reports, go to t-code ordywb, then make sure the Show Custom Reports checkbox is clicked. This will show you the identifier for your custom report - this is what you put against your logical link in the nav bar profile to enable the users to run the reports.
Hope this helps!
Lisa -
Custom Interactive adobe form as template in PMS
Hi Experts,
In PMS i want to use custom interactive adobe form as template instead of standard.My issue is after creating Int.Adobe form how we can call custom form instead of standard form?
Any BADI's i have to use?
How we can map the fields?
Please help me.
Regards,
Arun.Hi Arun
Step 1: Go Tcode: OOHAP_BASIC
Enchancement Area - AP Print Layout
Define your Enhancement
Example:
ZPRINT XXX print form
PMP PMP PDF
SMARTFORM Print Appraisal Documents: Old (with Smart Forms)
STANDARD Standard
Step 2: Go Tcode: PHAP_CATALOG
On your Template under Layout Tab
Further - Print Layout -> Plug in your Custom Print Form
You should be all set.
Thanks
RAjdeep -
Problem with Customer Interaction Module in Web Channel Builder
Hello Everyone,
Facing an issue with Web Channel Builder Customer Interaction Module.
In Web channel builder we have done all the required configuration changes, but still we are not able to get the reviews and rating part in the product detail page.
We have created a new application and all the other module are working fine ,but the only module that is causing problem is Customer Interaction module. Every time we are activating this module rest modules stops working.
Can anyone please let us know what could be the root cause of this problem.
Are there any setting that has to be done ...that we are missing in?
I have studied that Product Catalogue is integrated with this module. Are there any setting that are to be done in the Product Catalogue module in Web channel builder?
Thanks in advance!
Regards,
PBHi PB,
Did you please get any proper error / exception in log file? Did you please check the web.xml as well that there is no same application name defined.
Can you please also copy paste the log please.
Thanks,
Hamendra -
Employee interaction centre - authorizations
Hi,
I have a problem with authorizations of employee interaction centre transaction code HREIC.
Background of the issue: User executes the T-code HREIC in SAP. A new browser is open. User enters his username and password . The employee interaction centre is open. Here, the user clicks on activity for the category HR. The next screen displays all the queries.
Issue: In the query screen , the user must be able to close or reopen a query using a drop down but there is no dropdown option at all. The user is able to see these dropdown option if SAP_ALL access is given to them. Please provide suggestion. Thanks very much in advance.
Regards,Thnks very much for your help and I apologize for the delay in my reply. If a user is given SAP_ALL access and if I run ST01 on the user , I will not be able to get any data because there are no auth failures for the user. I hope I am correct. In my case the user is assigned 2 roles. lets say role 1 and role 2. Role 1 has the object S_SCMG_TXT . I ran the Tcode HREIC and did a trace on the user and the trace results failed at the object S_SCMG_TXT. ( RC = 4 ). The trace does not tell which role was checked. However, the object in question is already assigned to the user's UMR. What could be the issue in this case?. Thanks in advance for your help
regards,
Edited by: Julius Bussche on Jul 28, 2008 5:07 PM
=> From other post: These two objects are already available with the correct values in one of the roles of the UMR.
P_ORGIN RC=4 INFTY=0001;SUBTY=' ';AUTHC=R;PERSA=;PERSG=;PERSK=;VDSK1=;
S_SCMG_TXT RC=4 SPS_ID=HREIC_SPS_ACTIVITY_NOTES;CASETYPE=' ';TEXTID=0005;ACTVT=03;
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