Interaction Center

Hi Gurus.
I need to integrate a contact center wiht mySAP CRM, somebody Know how
I can to do this conections, and what conection type use?
Example, and can to use IPCC.
Thanks.

Hello Alfredo,
I assume that by "IPCC" you are referring to the Cisco IP Contact Center?
If so, then the answer is, "yes". You can use Cisco IP Contact Center in conjunction with the SAP CRM Interaction Center. SAP doesn't actually care what hardware or contact-center infrastructure software you use, as long as a certified adapter/connector is used as middleware to connect the contact-center infrastructrue software (like Cisco IP CC) with the SAP ICI (Integrated Communication Interface). Previously Cisco did not offer a connector and customers could purchase a connector for Cisco from a third-party company like Bucher & Suter or AMC. However, as I understand it, Cisco now also offers its own connector that integrates directly with SAP.
Please see my blog for a high-level overview:
Link:What is Computer Telephony Integration (and Why Do I Need It?)
For the specific configuration steps please see the response from Glenn Michaels in the thread below:
Link:CTI for IC Webclient
Regards,
John

Similar Messages

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.
Sincerely,
Glenn
Glenn Abel
Covington Creative
www.covingtoncreative.com

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

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
relationship "Follow up document".
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.
Regards
Gert

Call transaction in new session not working inside CRM Interaction Center

Hi Experts,
I have developed a report which contains a screen with push button. When user clicks on button a transaction (FPL9) is being called and opened in new session or window. But when the report is being called in CRM Interaction Center using transaction launcher and button is clicked no new session or new window is being opened. Our requirement is FPL9 transaction will be opened in new session / window inside Interaction Center also.
Please help me how to open a new session or window in interaction center on push botton click.
Thanks in advance.
Regards,
Arnab

Hi Anil..
This is the Solution for ur Requirement.   try this program and change as per ur need.
REPORT ZSEL_CALL_TCODE.
data : IT_KNA1 TYPE TABLE OF KNA1 WITH HEADER LINE.
DATA : IT_SPA TYPE TABLE OF RFC_SPAGPA WITH HEADER LINE.
SELECT * FROM KNA1 INTO TABLE IT_KNA1 .
LOOP AT IT_KNA1 .
WRITE:/ IT_KNA1-KUNNR HOTSPOT ON.
HIDE IT_KNA1-KUNNR .
ENDLOOP.
CLEAR IT_KNA1-KUNNR.
AT LINE-SELECTION.
CASE SY-LSIND.
WHEN 1.
IF IT_KNA1-KUNNR IS NOT INITIAL.
REFRESH IT_SPA.
IT_SPA-PARID = 'KUN'.
IT_SPA-PARVAL = IT_KNA1-KUNNR.
APPEND IT_SPA.
CALL FUNCTION 'ABAP4_CALL_TRANSACTION' STARTING NEW TASK 'S1'
    EXPORTING
      TCODE                         = 'XD02'
     SKIP_SCREEN                   = ' '
    MODE_VAL                      = 'A'
    UPDATE_VAL                    = 'A'
IMPORTING
    SUBRC                         =
   TABLES
    USING_TAB                     =
     SPAGPA_TAB                    = IT_SPA
    MESS_TAB                      =
EXCEPTIONS
    CALL_TRANSACTION_DENIED       = 1
    TCODE_INVALID                 = 2
    OTHERS                        = 3
IF SY-SUBRC <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
        WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
ENDIF.
ENDCASE.
<b>Reward if Helpful.</b>

User status in item level in Interaction center

I confirgue the sales function in Interaction center. I want to set user status in Item level. But I don't find the user status field in item level in UI. Could you tell me how find user status field?

Hi Prem:
Yes, I have already confirgued status management and assigned to item category. I can see the status appear in back office UI but not in Interaction center. So it is strange.

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

Access sequence for Partner determination -Sales and Interaction Center CRM

Dear experts,
We use som transaction types both in our sales (t/c crmd_order) and in Interaction center (t/c CIC0).
We though want the partner determination to act differently when creating this transaction in sales compared
to when creating it in the interaction center. For example in the sales process we want the contact persons to be searched from the relationsship of the sold-to party but in customer service we do not want an automatic determination.
There are some BADIs available that can be used in the access sequences as a source but can they be used to
switch off some automatic determination when creating the transaction in t/c CIC0 whereas the automatic determination should work when creating the transaction in the sales process ie. t/c crmd_order?
Looking forward to have any input on this, thanks!
best regards,
Christina

Hi,
What we did is to remove the automatic determination on the transaction type that is used both in the sales process and Interaction center/customer service. The partner in question is only determined from the previous document in case you
create a follow-up document.
rgds,
Christina

No pop-ups with partner determination in Interaction Center Web UI

Hi,
We are working with SAP CRM 7.0 SP06 and have the following problem.
In Interaction Center Web UI, when we create a sales order, the partner determination is triggered. But no pop-ups are shown to choose the right business partner. When we use Web UI for different Role (not Interaction Center), then we will get pop-ups to choose.
So partner determination is alright, but pop-ups are not working for us in Interaction Center.
I know when using SAP GUI Interaction Center, you have to implement SAP Note 487734 for getting the pop-ups. But this note is not relevant for CRM 7.0 and Web UI.
Do you know what the problem is?
Regards,
Emile

Hi Naga,
In customizing go to:
Customer Relationship Management => Interaction Center WebClient => Business Transaction => Define Business Transaction Profiles
Then for your Business Transaction Profile go to 'Business Transaction Dialog Boxes' and mark the 'Allows Dialog Box' field.

How to process Interaction Center Complaints in SAP CRM 7.0?

Dear all,
What is the standard solution available in SAP for Registering the Complaints from Interaction Center customers and processing them with the help of back end ECC system?
Please help me to map this requirement successfully; your suggestions will be highly appreciated.
Best regards,
Raghu ram.

Hi Raghu,
The standard business process for handling complaints in the Interaction Center is defined at the following:
http://help.sap.com/saphelp_crm60/helpdata/en/1e/446b41466b021de10000000a155106/frameset.htm
Is there anything specific you want to do and you need suggestion?
Regards,
Deepak

Web shop LWC Chat and Interaction Center integration

Hello All,
As I know, Live Web Collaboration in SAP E-Commerce for mySAP CRM (B2B, B2C Shops, and Internet Customer Self-Service) supports chat in CRM Interaction Centre WebClient, so that customer requests for assistance via chat are forwarded directly to the IC WebClient.
I had maintain LWC component in B2B Web Shop and LWC application for Agents, so chat between Consumer and Agent work fine. Also I maintain IC WebClient and Contact Center Simulator for testing, as described in this blog (/people/stephen.johannes/blog/2008/05/21/crm-contact-center-simulator-setup) . I tested chat and telephony functions u2013 all work fine.
Than I tried to integrate LWC chat function and IC WebClient. I did all necessary settings as described in LWC XCM application help, CRM7.0 help (http://help.sap.com/saphelp_crm70/helpdata/en/fe/4cad3efa11b300e10000000a114084/frameset.htm) and SAP Solution Manager (http://help.sap.com/SCENARIOS_BUS2004/helpdata/EN/E8/9B0342D0369C39E10000000A155106/frameset.htm) .
But integration donu2019t work. When I try requests for assistance via chat in B2B shop, I receive message u2013u201C No agent is available to assist you. Try again lateru201D
Can any one tell me what are the possible ways to integrate LWC Chat in B2B Web Shop with Interaction Center WebClient?
Regards,
Yuriy

Hello Oliver,
I had maintain LWC component in B2B XCM (http://<host>/b2b/admin/xcm/init.do path: General Application Settings -> Customer -> lwc -> lwcconfig). Here I configure JMS host and port.
Also I maintain LWC XCM (http://<host>/lwc/admin/xcm/init.do). I had create custom scenario where I configure JCO connector to back end system.
Then, in customer side I go to the B2B Web shop (http://<host>/b2b/init.do), click Help link, and then in pop-up window - Customer Support - > by Chat.
In Agent side I open LWC (http://<host>/lwc /init.do), enter my user name and password, click Available button, and after Customer send request for Chat, press Pick Request.
In this case B2B Web Shop Customer can chat with Agent. Multichat also supported u2013 one Agent can chat more than one customer. But LWC application interface looks primitive and limited.
I am interesting how I can integrate LWC and IC WebClient as it described in SAP help. Anybody can help me?

How E-mail functionality works with Interaction Center Webclient

Dear all,
How the E-mail functionality works with IC Webclient, How can we can send and receive E-mails to customers and internal employees through Interaction Center.
Does SMTP server required to be involved for this functionality or External Telephony system Vendor iprovides this function.
What is ERMS? and why we use this in IC Webclient.
Please educate me to understand the concept of E-mail functionality in IC Webclient.
Your help will be highly appreciated.
Best wishes,
Raghu ram.

Hello Raghu ram,
The SAP CRM Interaction Center uses a concept of a shared email inbox for agent teams. This allows customers to communicate with your Interaction Center by sending emails to a corporate email address like service@yourcompany. You typically group your agents together into queues based on a particular product or skillset. Using this concept, customer's don't send emails directly to a specifc agent's email address, and agent's don't send emails directly to each other. That would rather still be done with groupware products like Microsoft Outlook.
You have three options for routing emails into the CRM Interaction Center. You can push emails real-time to agents via a screen pop using third-party contact-center software like SAP BCM, Genesys, Avaya, and so on. Or there are two options for sending emails into the agent inbox, where the emails are processed in offline mode by agents, technicians, and engineers. You can route emails directly to a specific inbox group/queue by using different emails addreses. Or, you can leverage ERMS to decide where which agents to route the email to based on business rules.
Please see the various notes mentioned above that appear in the sticky note on top of this forum. For example, there is a nice 85 page FAQ document on the Agent Inbox in note 882653. And ERMS note 940882 is also very useful.
Regards,
John

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 ?

Interaction Center Sales with ERP Sales Order

We are in the process of upgrading from CRM 4.0 sp 6 to CRM 2007. We have been using the Web IC and Mobile sales for the last 4 years. In our original CRM 4.0 implementation (which was developed by SAP) we were using the CRM Web IC to create orders with R/3 using a couple of BADI's. We are currently using R/3 4.7 and have plans to upgrade to ECC 6.0 next year. I was just rereading some of the documentation in the upgrade guide and came across the following line:
"The following software units are required for the Interaction Center Sales with ERP Sales Order scenario:
Mandatory: IC WebClient with specific ERP Sales order viewset requires SAP ECC 6.0"
This implies that the standard Interaction Center Sales with ERP Sales Order functionality will not work in our current landscape and that it would only do so when we upgrade to ECC. What options are open to us to get around this? What is the technical reason why this functionality doesn't work with SAP R/3 4.7?
I can't imagine we are the first company to face this problem and I can't imagine everyone upgraded to ECC 6 - so what approaches have people taken to address this issue
Thanks in advance
Eddie

In the last 12 months we upgraded from 4.0 to 5.0 in CRM and went form 46C to ECC 6.0.
In your current landscape you can create orders in the ICWC where the order is created in CRM and replicates to R/3 4.7. You have the replication scenarios X, Y, Z available to you.
Your other option is using the ICWC R/3 order screen where you basically are calling R/3 transaction VA01 and entering the order in the ICWC but the order entry in being done directly into R/3 via your ITS server. Looks almost exactly like VA01 in the gui. The menu bars are a little different.
The ERP order looks like other ICWC screens, is very sharp and users wouldn't know that they are entering the order directly in ECC. We have been using it about 3 months. More Pro's than Con's, if you have user exits in MV45AFZ* the ERP order still uses them (but t-code isn't VA01 if you have condition If statements around t-codes).
Hope this helps,

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

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.
Regards,
Srikishan

Interaction Center

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