Enhance Inbox Profiles in Interaction Center Win Client

Hi,
I am trying to activate the enhance Inbox profile in the Interaction Center Win Client, do you know how to proceed.
Thanks.
I just left it. I did not find the functionality.
Message was edited by:
TPT TPT

IF no ones, knows how to do it, plz send me an email. [email protected]
Thanks,
TPT

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Calendar in the Interaction Center Win Client

Hi Gurus,
Is it possible to integrate in the Application area or in the navigation area of the Interaction Center Winclient the calendar.
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Hi Ravi,
The best way is not to touch the standard HTML template for BP Search ('CRM_CIC_SEARCH_DISPLAY'), but maintaining your own HTML for BP search (Z* HTML template) and making use of the same over the Contact Search profile.
You can copy and customize the Standard HTML-Template
CRM_CIC_SEARCH_DISPLAY in the following ways:
1) Copy the HTML-Template CRM_CIC_SEARCH_DISPLAY in Transaction SMW0 (0 - zero)
in your HTML-Template with named Z*
2) Export to a local pc and customize the HTML-Page as per your need.
3) Import to your HTML-Template Z*
4) Map the fields in transaction CRMC_CIC_SEARCH_CNTR.
5) Assign the new search-template in transaction CRMC_CIC_SEARCH_RULE.
Sorry, there aren't another way to remove the ibase from standard bpsearch.
Hope this information helps.
With Best Regards,
Vinod

Problem with interaction center web client e-mail

hi gurus, my problem is in interaction center webclient, when i click in the e-mail link,appears the email form but i cant send any email because all the fields in the screen (subject, body , from, date, to, etc) are not enable (i cant write anything because is not possible), so i dont know how to enable this fields in the interaction center web client.
In interaction center win client i dont have this problem.
I post this thread in crm forums but nobody knows how to do it, so i hope maybe here any one knows thanks

Hi.
I ran into this problem. How is it solved?
And another question-how to set up a mailing list Search ?

Cic0 interaction centre win client

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How to get different screens for inter action centre?
I am having a screen where bp search,sales summary,instant base are there ( total 4 tabs).
I want to change this screen to only 2 tabs in the right side showing only bp search and business activity.
How to do the changes in the tabs of the cic0 screen ?

Hi Nadella,
I have sent you the required docs at [email protected]
<b>Reward points if it helps.</b>
How to give points: Mark your thread as a question
while creating it. In the answers you get, you can
assign the points by clicking on the stars to the left.

Set selection range in Inbox of Interaction Center Winclient

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Does anybody know how to change the set selection range (dates) of the Planned Activities in the Inbox nail of the Interaction Center Win Client.
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Message was edited by:
TPT TPT

Hello,
I would like to add a side-question to this topic. My client is using CIC0 on CRM 4.0 to create sales orders, complaints and some customers. The functinality is limited (low number of orders & customers created like this, most are created in R/3 directly) but still it is there: customer-specifc IC WinClient profile, workspace, class etc...
My client wants to upgrade to CRM 5.2 and then CRM 2007 (SAP recommends ot do it in 2 steps), would that mean that the transactions wil not function anymore? Or would that mean that the transactions will function but will not be changeable anymore?
Thanks a lot.
S.Chantzis

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.

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
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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.
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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

SAP EHP1 for SAP CRM 7.0 : RKT Workshop for Interaction Center

Hi Everyone,
Please be advised that SAP is hosting a workshop in San Francisco, July 15 - 16:
SAP Enhancement Package 1 for SAP CRM 7.0 : Ramp-Up Knowledge Transfer Workshop for Interaction Center.
Click here for details or to apply:
[https://websmp208.sap-ag.de/~sapidb/011000358700000643542009E]
Best regards,
John

Hi,
First - the basic post installation steps are:
1. sick t-code need to execute
2. se06 --> Perform Post-Installation Actions
3. RZ10 --> Utilities --> Import profiles --> Of active servers
4. execute sgen T-code --> This will take some time
5. setup STMS
6. create client (If custom required)
7. Take backup of the system
For the solution manager client you could use the default created '001' client.
Next you need to run the solman_setup template which 'sets up' the SolMan for usage.
Follow config guide at: https://service.sap.com/~sapidb/011000358700000308502009E.PDF
For installing the ECC system, only a install key(from SMSY) is to be generated from SolMan. But if you want to use the SolMan effectively, suggest you to run the entire solman_setup.
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Session time out up to # hours for Interaction center

Hi Experts,
I want increase the web ui session time out up to # hours. I tried using SMICM and Technical Profile. But using these options i could not achieve such long session. I tried using RZ 11 icm keep alive parameter, but the effect will apply for all the applications in the CRM WEB UI.
I want do this for only Interaction center application not for all other application in CRM WEB UI .
Please help me how I can do this.
Thanks
Dinesh

Hi Dinesh,
This cannot be achieved without development enhancements to some standard SAP framework component, to introduce a "keep-alive" concept. If you are using a CMS for CTI or email integration, you need to ensure it supports keeping the communications session alive also.
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Glenn Abel
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Erros in Agent Inbox Profiles for Account Factsheet

Hello All,
I need my service request and service orders to appear in the account fact sheet in the interaction center role
For the missing customization I go to CRM-Interaction Center WebClient-Agent Inbox-Define Inbox Profiles where I have created a z profile screen shot attached
When I try to add my custom transaction type
The system gives me the error message below
Entry ZRVR does not exist in crmc_aui_maincat
Kind Regards
Atul

Hello,
You may want to follow the system instruction, and maintain entry in the given table.
This can be found in the SPRO here :
Interaction Center WebClient->Agent Inbox->Inbox Search Definitions->Define Item Types for Searches
Best regards,
Sylvain AGUETTAZ

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

How to show incoming mails in CRM Interaction Center?

Experts,
how can we show incomming ele. letter for m.-direction of CRM USER in Interaction center.
An example: I am interaction center agent. I am sending a correspondence to my client. In my user (SU01) i have saved my direction.
The client receives my e m a i l with my e m. direction saved in SU01. He answers.
Now, I want this m. to go to my interaction center inbox. What do I have to do?
Hoping for help,
Cristina

hi christina,
If i understand you correctly (plz correct me if i'm wrong)
You want the incoming mails to appear in the agent's inbox.for this you will have to assign either one common e mail id (for eg: heldesk at company.com) which will be shown to the customer in his e mail inbox.
Similarly when he replies back to this e mail the e mail will be visible to all the agents in their Agent inboxes.(Standard practice)
If you are working on CRM 5.0 this can be acheived as follows:
1.Take BASIS help for creating the common e mail ID
2.maintain the settings
IMG>ICWC>Agent Inbox>Settings for Asynchronous Inbound Processing>Define Receiving E-Mail Addresses/Fax Numbers
3Map Item Attributes to Inbox Attributes
follow C-78 SAp best practices to set it up
hope this helps
Regards
Raj

CIC-WEB CLIENT & WIN CLIENT

Hi,
Please tell me the
1.Difference between WEB CLIENT & WIN CLIENT
2.What are the advanatges/drawbacks of each.
3.If we have to implement what is the Prerequiste for both.
Regards,
Natasha P

Hi,
CIC win clent and web client are there upto 5.0.
Now WIn client is obsolete, only webclient is there.
Differences: Win client wil work with in the network only. Web client will work if you have a internet fecility.
The Interaction Center (IC) WinClient is a SAP GUI-based agent desktop interface for interaction center agents that provides a framework for processing IC WinClient functions. It can be used for any business transactions via phone, e-mail, chat, paging, Web call back, or voice-over Internet Protocol (VoIP).
Web client will be webased user can open any where and do the transactions.
Now in crm2007 there is no win client, only WEB CHANNEL is there.
This area of SAP Customer Relationship Management (SAP CRM) enables you to turn the Internet into a profitable sales and interaction channel for both business partners and consumers by providing your customers with a personalized Web experience and convenient self-services. The CRM Web Channel applications cover Web-based sales and service transactions, targeted marketing, and analytics for system and customer behavior.
Through BSP application we will develop the web channel. In new version there are many customization in webchannel.
Regards
Srinu

Error creating sales order via Interaction Center

While creating a sales order via Interaction Center, I am getting an error "Error while creating member activity for order 5129793", as a result the points are not getting accrued for the account.
Can anyone please help? I am very new to this
Regards,
Harsh

Hi,
Check the partner determination profile in spro for this activity. Try to use a standard profile and see what happens.
Best regards,
Caíque Escaler

Enhance Inbox Profiles in Interaction Center Win Client

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