Employee interaction centre (EIC)

Hi,
I wanted to know what is EIC ?,also how to do authentication for it..
Regards,
Rajesh.T

Hi Rajesh,
EIC - Employee Interaction center, This is the application which is similar to a call center, which is used to help the employees with the self-service applications.
Here is the link that describes the configuration to be made.
http://help.sap.com/saphelp_erp2005vp/helpdata/en/42/f4128c8c6a1aa2e10000000a422035/frameset.htm
Regards,
Sharadha

Similar Messages

Employee Interaction Centre (EIC, ERP) Agent Inbox, Substitution

Hi
We are currently implementing EIC, ERP and are on EHP4. We have a query regarding substitutions for the agents inbox. We note the substitution field is blank so no one can be selected to be a substitute. However, when a processor is set up and assigned to follow up the processor becomes available in the substitute box and can be selected.
So my query is are only processors allowed to be substitutes?
Many thanks
Julie

Hello Julie,
Here is how SAP describes the EIC Inbox substitution functionality:
EIC agents that are absent (for example, on vacation) for a certain period of time can specify a substitute for that time period.
You can enter the required time period for substitution and the desired substitute in the substitution settings. The effects of this are as follows:
The specified substitute is entered as the person responsible and as the processor (if this is the same person) for all activities for which you are responsible.
All other task types (e-mail (SAPconnect), web requests, follow-ups, work items) are processed as follows in the specified substitution period: All new inbox items that the system forwards to your inbox during your period of absence are also delivered to the inbox of the specified substitute during this period. As soon as the specified substitute begins to process one of these inbox items, it is removed from your own inbox.
Hope this answers your question.

Cookbook for Employee Interaction Centre

Hi Guys,
Is there any cookbook available for Employee Interaction Centre (EIC) present in CRM2007 or CRM7.0
Regards
Vivek

check the below wiki link if it can help.
http://wiki.sdn.sap.com/wiki/display/CRM/Interaction+Center

Employee Interaction centre

hi everyone
i am working with Interaction centre in my project
i am stucked in Employee Interaction centre concept. Really i dont have any idea about this. it will be great help if anybody provide such information .
regards
sam

Hi Sampath,
Surf through below literacture..
EIC is bacically call center operations for employee..
http://help.sap.com/bp_imcv1600/IMC_Global/Solution_Map/IMC_Industry_Solution_Map_Files/iv_138A084E19064D489D6C203F1A930EA9.htm
http://help.sap.com/bp_chemv1600/Chem_DE/SolMap/SAP/iv_808D9E699AEF4B138999A0382AE487A1.htm
Best Regards,
PRatik Patel
<b>Reward with Points!</b>

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;

SAP Employee Interaction Center (EIC)

It is not that well known that SAP offers a sub module in the Human Capital Management arena to handle employee interaction (EIC) and it is a key peice of their shared service offering.
For any questions regarding the offering please let me know.

Hi.
please refer to SAP Note 1143022 - Installation of SAP Enhancement Package 4 on SAP ERP 6.0 and also related notes to this sap note...where you can find all the information...
Also, please go thorugh this link
https://websmp204.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000708115&
where we have link for HCM etc..
Thanks
Sunny
Edited by: Sunny Pahuja on Jun 18, 2009 4:48 PM

Employee Interaction centre in portal

Hi Experts,
Can you please tell me how to configure EIC (Employee interaction center) in portal.
Thanks & Regards,
Shilpa

Hi,
We are using Enhancement package 1. so to get the defined role in portal do we need to deploy any BP.
If yes could you please let me know the BP.
Thanks in Advance,
Shilpa.
Edited by: pasumarthi shilpa on Jan 21, 2010 9:35 AM

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

Issue in Interaction Centre (Emails forwarding issue)

Hi Experts,
I am facing one issue in Employee Interaction Centre(EIC) where the requirement is the User is not able to forward the E mails (Cases) to one group Kumba.It is showing error on the top of the screen mentioned in the attachment.Please find the attachment of the issue. Previuosly it was working for this group, but unfortunately it has stopped working for this group now.
MESSAGE FROM THE USER: Good morning
Kindly notethat we are unable to assign e-mails to ES T1 Kumba on SAP CRM System P00
Client 423.
The erroris only with the ES T1 Kumba assignment.
Kindly revert with your finding/solution on this issue.
Thanx
Warm Regards
Vineet Joshi

Hi,
Check note 1906163 Forwarding work items to groups that contain inactive users
Best Regards,
Sigrid

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

EIC Activity Owner Org Unit - Employee interaction center

Hello Junta,
I am trying to make a prototype for HR Employee Interaction Center for my company.
In the Activity page of EIC application, there is a field called Owner Org. Unit which is mandatory. However I am unable to get any data in that drop down field. No org unit is showing up. I have also maintained the IC WebClient Profile OM infotype (1261) for that Organisational Unit.
Kindly suggest as to what must be done to get some data into that Owner Org. Unit field.
Can it be made - not mandatory. where can it be done ?
Thanks in advance.
Regards,
Anand

Hi Jarret
Thanks!!
Anand and myself are very close friends, and started working on EIC recently and with similar scope. It is very fruitful to know we both have opportunities in hand to work on rare skillset.
I have followed your site and blogs. Very helpful indeed!!
Regards
Yash

Employee interaction Center issue

Hi all,
If an employee wants to add some documents like for example ( Offer letter, salary verification letter etc ) with the help of EIC , How can we achieve/Configure it...
Any inputs, highly appreciated
Thanks,
Rahul

Hi James
The article was completed and you can view it via the left hand side on http://www.eicexperts.com/
It did not cover KM or CTI both of which are fully integrated with the Employee Interaction Center.
You can also integrate to a 3rd Party knowledge repository "through" KM into EIC via delivered BADI's
Hope this helps and good luck.
Jarret

Employee Interaction Center - Employee Request

Hi All,
I would like to get more details about the Employee Request. Is it assigned to the same BOR object as the new Service Request ? Or is it the same as Service ticket ? Can it be assigned to a CASE ?
Thanks a lot !!

This questions depends on the version of the Employee Interaction Center you are using.....if you are using the ERP (Enterprise) version of EIC you can have employees fill out the webrequest which gets routed into the agents inbox.
If you are using CRM or the new SSF (EHP5) this funcationality is not enabled though my guess is it will be with EHP6 but you could always build a custom solution.

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 AM

Hi 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

Objects in Service Interaction Centre

Hi CRM gurus,
I'm working with SAP CRM Service and I should use Objects, but I was not able to create them in the CRM system. I read the documentation provided on the SAP Help, and I understood the conceptual difference which exists between Installed Base, products and objects.
Nevertheless, actually I'm able to create products with the transaction COMMPR01, and add them to the IBases (IB51 - IB52); but I was not able to create Objects in the CRM system.
I should use Objects because i need to register the information on
1) purchase date
2) serial number
I should create Objects directly in the CRM system, not in R/3
Can anybody help me?
Thanks in advance,
Andrea Ricci

Hi,
I resolved my problem!
Exaclty, through the transaction SU01 I assigned to my User the Parameter "COMMPR01_IND_OBJ" with value "X", and now I'm able to create objects in the Interaction Centre directly from the New Installed Base creation screen!
Andrea

Employee interaction centre (EIC)

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