ICI Specification (CRM5.0)

Hi,
We had developed ICI Adapter(like Genesys G-plus)
based on CRM4.0.
We are going to test ICI Adapter that we had developed with CRM5.0.
Do you know wheather ICI specification was changed or not
between CRM4.0 and CRM5.0?
We searched documents about ICI Specification in Searvice Marketplace, but We cannot find any documents.
Best regards,
Ryosuke Miyazaki

Hi Ryousuke,
Did you find any response to your query below. We are in a similar situation and would like to know if your G-plus adapter worked in 5.0 as well. Also, have you integrated the emails as well as inbound phones to the back end with this? If yes, we would appreciate if you can send us the documents you may have used/created at - [email protected]

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ICI Error occurred in method CL_BCB_SYSTEM- GET_WORKCENTER_CAPABILITY

Hi
We have integrated CRM 7.0 with a third party vendor. After initiating a call, i have checked the CRM trace and found this following error, "ICI Error occurred in method CL_BCB_SYSTEM->GET_WORKCENTER_CAPABILITY".
We have no issues in receiving the calls and initiating calls, all the icons in the toolbar works perfectly.
I would like to understand what is this error and what is its impact on CAD.
Thanks in advance.
Regards,
Kalees

Hi Kalees,
The GET_WORKCENTER_CAPABILITY method is executed at the time of the login to CRM IC.
It tries to determine the Capability of the system to handle the free seating.
Below info is from the ICI specification 3.07 (you can find the same in 3.05 or 3.06 - Page 25:
Other system data are related to the Free Seating functionality. For example, one might want to
know the capability of a system to handle this functionality properly. The workcenter
identification type has been defined for this purpose. Supported values are:
0 Free Seating not supported. User-based workcenter identification.
1 Workcenter identified by a fully qualified domain name (e.g. raptor.wdf.sap.corp)
2 Workcenter identified by a hostname (e.g. raptor)
3 Workcenter identified by an IP address (e.g. 10.12.124.252)
>=100 Workcenter identified by unspecified ID
In opur case we use the host name (type 2) in order to identify the work center. It means that PC Name (Host Name) is used to find the associated user in the CMS System (Avya, Cisco and so on).
Also, on Page 46 of ICI specification, - you can find information on the ICI IciSystem_getWorkcenterCapability method.
Regards,
Vadim.

Create an ICI Adapter

Hi all,
I need to develop an ICI adapter for connecting the CTI to SAP CRM IC 7.0
In my undestanding the ICI framework in on the ABAP stack of CRM, but I can't find the wsdl as indicated in the ICI specification document vs. 3.06
We also installed the CCS and it works fine with the ICWC. On java stack, used for installing the CCS, I found some web service about ICI but I think it's part of CCS and not of CRM, is it correct?
So, if ICI is based on abap stack, where I can find the wsdl?
Thanks
Enzo

Hi Enzo,
I sent you by e-mail ICI WSDL definition that I got from the persons in charge of the ICI certification for EMEA at SAP.
Kind regards
Walter

ICI WSDL Files and logon Information handed over

Hello,
We need to integrate a couple of call-centers, each working with its own telephone switch into one CRM-System.
Thus we plan to develop a specific ICI-adapter which connects the CRM to all switches.
To start we need the WSDL files for the ICI-descriptions, but cannot find them.
Can anybody help me, about where to find these WSDL files?
Also I wonder if the logon process from the CRM-IC hands over some site information to Adapter, so that he knows with which switch the agent is linked.
Thanks for your help
Michael

Hello Michael,
I'm not sure if this is what you are looking for, but section 8.4 of the ICI specification contains the following info:
8.4 WSDL description of the interface
The following list contains the names of the files which contain the WSDL based description of
the Integrated Communication Interface:
ICI Object WSDL file
IciActionItem (see 12 in 3.1) IciActionItem.xml
IciChatLine (see 10 in 3.1) IciChatLine.xml
IciChatSession (see 11 in 3.1) IciChatSession.xml
IciContainer (see 4 in 3.1) IciContainer.xml
IciEvent (see 3 in 3.1) IciEvent.xml
IciFolder (see 8 in 3.1) IciFolder.xml
IciItem (see 5 in 3.1) IciItem.xml
IciMessage (see 9 in 3.1) IciMessage.xml
IciMonitor (see 13 in 3.1) IciMonitor.xml
IciPhoneCall (see 7 in 3.1) IciPhoneCall.xml
IciPhoneLine (see 6 in 3.1) IciPhoneLine.xml
IciSystem (see 1 in 3.1) IciSystem.xml
IciUser (see 2 in 3.1) IciUser.xml
Regards,
John

Automatic Identification of Business Partner in Web IC

Hi,
We have a new external software vendor(CTI) who is providing IVR for our SAP enviorment. Our goal is to find the BP automatically in the Web IC. How ever it is searching the based on Caller Phone Number.
The external Vendor(CTI) is sending the Phone Call Changed event , it is hitting 3 times in the SAP & after that in the Web IC environment , it is going . There we have the class CL_CRMCMP_B_CUCOBUPA_IMPL. & trying find the BP based on Caller phone number, because it is thinking there is no Internal & External CAD data.
We are getting BP GUID in the phonecall_changed event, but still Web IC is searching through Caller Telephone number.& says " No Account Information Found".
We are not sure where is the issue is. Is the external CTI vendor should take care of this? OR we have to change this in SAP.I do not agree with the second option, because with the same settings(code & config) it is working with previous CTI vendor.
We have a live system by other CTI vendor, which is working fine with same code & configuration in SAP. Now we are changing the vendor & implmenting our contact center with new vendor(New CTI system).
WE have not used App ID & XSLT program in the current Prod version, but still it is working.
So if we are getting the BP guid in the CAD in the function module phonecall_changed, why in SAP it is searching through Telephone(Caller number)? It is thinking that Internal & External CAD is empty.
Pls suggest what we are missing here.
Thx so much for your help.
Thanks.
Sarma

Hi Sarma,
Check that the capability list for the phone changed event includes the capability for "reading CAD". You can see this in the ICI trace of that event. Check the ICI Specification document for the meaning of the capabilities and if the capability for "reading CAD" is missing, that may explain the issue if you are sure the rest of your config is correct.
What vendor are you using?
Sincerely,
Glenn
Glenn Abel
Covington Creative
www.covingtoncreative.com

IC WebClient Telephony Integration - New workmode

Hi Gurus,
I'm currently working on a CRM 6.0 implementation project. Our system is currently connected with Cisco for telephony.
Currently in the WebClient I have available only two work mode: Ready / NotReady.
I would like to know if is possible to add additional workmodes.
Thanks

Hi Valentin,
The workmodes and their text descriptions are not defined in SAP anywhere, it is up to the software that implements the ICI specification (in this case, the Cisco CRM Connector), to define those, and make them known to SAP.
There is a Cisco registry setting that needs to be configured on the Cisco CRM Connector system itself. The parameter is called "TpiWorkmodeListEn". There is another parameter called "TpiNotReadyReasonCodeOffset" that defines the offset between values configured in TpiWorkmodeListEn, and what is sent to Cisco as the actual reason code.
Here is an example of how they work together:
1. Let's say we want to have custom reason codes "Lunch=4 and Training=7"
2. According to ICI, user defined codes must be numbered at 999 or higher. So we configure our parameter "TpiWorkmodeListEn" with the value "1004=Not Ready - Lunch (4);1007=Not Ready - Training (7)".
3. Now, we know that 1004 and 1007 are not going to be valid on the Cisco side, so this is where the offset parameter defines what value we subtract. So we set "TpiNotReadyReasonCodeOffset" with the value of "1000". so if we select "Not Ready - Lunch (4)" which has a value of 1004, 1000 will be subtracted, and the result (4) will be sent to Cisco
4. After making these changes, you may want to restart your Cisco CRM Connector to be sure the changes take place
I hope this helps!
Sincerely,
Glenn
Glenn Abel
Covington Creative, LLC

CTI Work Center ID not defaulted

Hi,
we're running CRM 7.0 with Computer Telephony Integration via Cisco/Bucher&Suter. My question is related to the Work Center ID which has to be entered by the agents during log-on. The work center ID is usually defaulted on the next log on, however, sometimes the work center ID is blank for some agents during log on and they have to manually enter it. I'm trying to find out how the work center ID is linked to the user logging on. I cleared my browser settings, deleted cookies, etc., but couldn't reproduce the issue some of the agents have. My work center ID is still defaulted when I log on. Anybody had this issue before or can tell me where the link between user and work center ID is stored?
Thanks
Ulf

Hello Ulf
As far as I know, the default workcenter Id is retrived from the CMS each time ICI request for user capabilities during log in process so you should have a talk with your CMS provider to check why it's not sending the default worcenter id. Check the method IciSystem_getWorkcenterCapability_Request defined in the ICI specification,
I hope this helps
Regards
Julio Peralta

ICI v3.00.63007 Specification Doc/Wsdl files

Hi,
    I am working on Development of ICI Interface.
    But I don't have the latest Specification Document and the wsld files. I have opend as OSS message but I still couldn't get the response. (My ICI version is 3.00.63007).
    If anybody could provide me the latest WSDL files or Specification Document then that will be of Greate Help.
     Or even if you could tell me from where should I get that Documents/files.
    Please.
     Thanks.
    Saurabh.
[email protected]
[email protected]

I found the documentation in one of the cookbooks of SAP CRM CIC.Once I get the filei shall forward to yr emailid
Thanks
Surya
Message was edited by: Surya Kuchibotla

How to add Customer Specific Product ID PRID_VENDOR to product with report

CRM5.0
Hi,
I am trying to find out, how to add the customer specific product ID (product->relationships->customers) to a product with a report or a function module.
It is stored in table COMM_IL_PRDCPN, data element COMT_PRID_VENDOR.
Is there a class/method, function module, or some example coding, how I can do that?
Thanks an regards,
Thomas

Hi,
I don't think in Std it is possible to create CMIR in VD51 for cust.grp..
u can try LSMW to create CMIR for sold-tos..
Reg,
JJ

ICI 3.0 Adaptor development - How to start?

Hi,
We need to integrate SAP-ICI with our contact center solution. (SAP CRM 4.0 IC WebClient.) I need to test the connectivity between SAP and my connector/adaptor software by exchanging at least one message. I have been trying to write such a program but dont seem to get any results. Is there is any sample program that you can give me? Any programming language will do.
Am I right in saying that the first message is from SAP to Connector - setCurrentWorkMode?
I got the WSDL files (hopefully they are the right ones.). How do I know if they are correct?
[email protected]

Hello Jeff. Welcome to portlet development. A good starting point is to develop a small web app in .net first. Something as simple as a "hello world" in a web form. Within the administrator of portal, register the app server, the machine that you have the hello world web app, a new web service that points to the aspx file, and a portlet that uses the web service. Add the portlet to a page (My Page) and see what happens.
The tags you mention don't look like anything but asp.net tags that are server side based. Maybe a datagrid or something. (Plumtree folks, looks like that tag examples given are not appearing in this message when I am creating this reply to this post.)
Once you understand how portal interacts with your application, start playing with the EDK. There are some great samples. If you want, send me at [email protected] I'll send you a very basic .net c# app with some directions on what to do.
Michael [email protected]
------- Jeff Chastain wrote on 7/1/04 12:10 PM -------
We are running a 5.0.2 .NET portal and have decided that we finally have enough time to work on some of the custom projects that have been on the wish list. I have not worked much with .NET (last worked with ASP 3 and C++), so I have been studying a variety of .NET resources as well as the EDK documentation and samples.
I am running into code in the samples though that does not appear to be .NET code and I cannot find in the EDK. Things like <COMPONENT, FONTnformation?<more findcan where specific, Plumtree are they If specific? or .NET in found not have something tags these Are tags.
If anybody has some suggestions on where to get started attempting to develop for the 5.0.2 platform, I would really be interested. I have read the EDK Development Guide front to back, but I am still not being able to find the meeting point between the EDK, .NET languages, and the custom functionality I am looking for. Anybody got pointers for a newbie developer?
Thanks-- Jeff Chastain

New Features in CRM5.0 Marketing

Can anyone tell me what the new features are in CRM5.0 in particular the Marketing part.
Or if there is any specific documentation on what the new features are in CRM5.0.
I have looked in the sticky at the documentation links in there but none seem to specifically mention new features.
Any help appreciated.Many Thanks
David

Strategy and Planning: Optimize marketing strategies with scenario and forecasting tools. Facilitate collaboration in developing marketing plans and activities while increasing the plan visibility and its effectiveness.
Scenario Planning
Enhanced Financial Forecasting
Enhanced Monitoring & Reporting Capabilities
Digital Asset Management: Enable collaboration in digital asset development process and maintain a single source of truth. Allow both internal and external users easy access and distribution of the most accurate digital assets.
Change management
Search and Classification
Legal and licensing enforcement
Format Handling Data Management: Gain control of customer/prospect data management: from importing/exporting, enriching, and managing accuracy. Remove the traditional dependencies on IT and gain control of the marketing process.
List Import/Export Management
Data Quality Management
Manual response entry
Enhanced Segmentation: Discover and gain insights into your customer base. Perform on the fly segment analysis and segmentation at high performance speeds and accelerate the marketing process.
High Speed Segmentation*
Segment size controls and de-duplication
Access to multiple data sources
Coupon Management for CPG: Increase financial accuracy of your promotional plans and predict the returns to manage financial accountability. Close the loop on coupon planning, development, processing, and measurement.
Accruals modeling and forecasting analytics
Integrated redemption and financial accounting
Coupon Effectiveness
Rule Based Lead Distribution: Optimize the lead assignment process using flexible, end user definable rules engine. Extend the automated lead distribution and management process to partner organizations.
End user definable rules
Workflow based follow up process.
Tight integration between Marketing, Sales, and Partners
regards,
ramji gupta

BCB/ICI Version Upgrade from 3.00 to 3.02 on CRM

Dear Sir/ Ma'am,
Presently our DEV CRM J2EE engine is on BCB/ICI version 3.00.64507 and we would like to upgrade to version BCB/ICI 3.02 for Free Seating Functionality in CRM Server.
Can you please provide the information for upgrading of this ICI version 3.0 to 3.2 or any latest version. Also, appreciate, if could
proivide any SAP document/Notes or link.
An early reply would be appreciated.
Thanks!
Best Regards,
Gunveen

Hello
Please, check [SAP Note 1268057|https://service.sap.com/sap/support/notes/1268057]
Since CRM5.0, the ICI is implemented by non-java option (ABAP). Basically, non-java option means MCM/BCB/ICI code in CRM server is on ABAP (including how to configure the connection to the simulator via transaction CRMM_BCB_ADM).
Other related application, such as CCSUI, is a java application but it has nothing to do with setting up the connection via the bcb setting when we run non-java.
So, it means, IC Web client/CRM uses the ABAP stack to implement ICI features, so you don't need to care about BCB Admin for java.
Another important feature is that as of ICI 3.02, the WSDL files are generated automatically, you don't have to generate them manually.
I hope this info helps
Joaquin

ICI development (SOAP, web services, contact center)

Hello all, I have been developing an ICI (Integrated Communications Interface) web service for our contact center using ICI Interface Specification v 3.00 Date: 11/15/2002. I wonder if there is any newer document available, and if there is a forum/web site for more information about this matter?
I have already implemented mostly working interfaces for IciSystem, IcuUser, IciEvent, IciContainer, IciItem, IciPhoneLine, IciPhoneCall, IciFolder and IciMessage. The problem is that the document does not tell everything, some things have to tried (in brute force) until it works, like the correct messageId format.
Another problem is that the IC WebClient seems to hang very frequently, it takes an hour or so until it works again. I get JavaScript errors when I view an e-mail. Also it does not work with newer Java 1.5 but only with Java 1.4.2.
Also I have not found the XML schemas mentioned in the end of the document: MonitoringCatalog.xsd etc.
Thanks, Harri

Harri, look into the BSP Forum and also for WebLogs here on the SDN from Thomas Jung, he has written some very, very good blogs. Tiest.

ICI adapter development (IC Web Client)

Hello, all
We are developing ICI adapter(like Genesys Gplus)
using ICI Interface Specification and
two wsdl files(IciSystem-3.10.wsdl and IciUser-3.10.wsdl).
But method getWorkcenterCapability does not run.
Other method not related Free seating are
running correctly.
We think wsdl files we got are old version.
Do you know how to get new wsdl file?
Thanks,
Ryousuke Miyazaki

Hello friends,
we have installed gplus adapter for sap-erp integration. Can some one please let me know how to configure a connection between sap application server and an Adapter.
We got stuck in creating a SAPphone server on sap. In transaction SM59 while creating a new TCP/ip connection RFC destination, we need to set the RFC destination name and program id .
what should be the value for program id? Do we need to code a RFC for this ? cos be gave the program id as SPS.PROG as mentioned in the gplus deployment guide, but the connection test failed.
Can someone please help me in fixing this.
Just one more, how to obtain SAP RFC SDK binary files? Shd these binary files need to be placed in the gplus working directory? Does the tcp/IP connection failed due to missing binary files?
Thanks in Advance. please reply me on [email protected]

The BCB/ICI veision about CRM 2007 J2EE engine

Hi,everyone :
 I don't install the java WAS . So could anyone who installed the CRM 2007 J2EE engine tell me the BCB/ICI veision .Thanks .
 The url is like this :
http://<server>:<port>/bcb/bcbadmStart.jsp
 click 'System Information'.
Thanks very much.

Hello
Please, check [SAP Note 1268057|https://service.sap.com/sap/support/notes/1268057]
Since CRM5.0, the ICI is implemented by non-java option (ABAP). Basically, non-java option means MCM/BCB/ICI code in CRM server is on ABAP (including how to configure the connection to the simulator via transaction CRMM_BCB_ADM).
Other related application, such as CCSUI, is a java application but it has nothing to do with setting up the connection via the bcb setting when we run non-java.
So, it means, IC Web client/CRM uses the ABAP stack to implement ICI features, so you don't need to care about BCB Admin for java.
Another important feature is that as of ICI 3.02, the WSDL files are generated automatically, you don't have to generate them manually.
I hope this info helps
Joaquin

ICI Specification (CRM5.0)

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