Interaction centre winclient profile

please send me the interaction centre configuration material.
send the documentation to the following mail id.
[email protected]

Hi Venkat,
Welcome to SDN Community.
I have sent you the required docs at [email protected]
Reward points if it helps.
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Save Sript in Interaction Centre WinClient

Dear Guru's
I created scripts to use for the I.C but I use them yes, but how do I save them. We are still developing it, and thus do not have the necessary hardware yet for the intergration of SAP and the Call Centre. So how can we test and produce reports for scripts when we cannot save the scripts.
Could someone please advise.

Hi Venkat,
Welcome to SDN Community.
I have sent you the required docs at [email protected]
Reward points if it helps.
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.

Filling Activity fields from the Interactive Script WinClient

Hi Experts,
I am working with Interactive Scripting (CRMM_TM_SCRIPT) and I already defined my interactive script. I am also creating Activities after I finish with the Script in order to register a case. I am doing this by defining an Action Type CIC-AB which calls an Action Box in the Interaction Center WinClient. In the Action field I define the name of the Activity I want to call from the Action Box of the Interaction Center.
When the Agent receives a call, he navigates in the Interactive Script in order to clasify the case he is treating. At the end of the Script, the case needs to be register following the clasification made by the Agent, and thats why we are calling an Activity. The thing is that we dont want the Agent to fill again the information he just defined in the Script in the Activiy, so we want to fill certain fields of the Activiy I am calling with Information of the Interactive Script I used before, in order to save time to the Agent that Register the Case.
Can anyome shed some light on this issue?
Thanks to everyone.

Alberto
You can create an activity.i.e., you can create an Order from the Interactive Script if you already created the Script structurethen follow the below steps
I think it would be helpful
Procedure:
T-Code: EWFC0
Path: SPROIMGCustomer Relationship ManagementCustomer Interaction CenterVisible ComponentsAction Box SettingsDefine Configuration Profile for Action Box.
1. Choose F4 help to select one of the Action Box profiles you have created and you want to adapt and choose change.
2. Mark the Action box Configuration and create a new Action Box Group by choosing Create transaction group.
Enter a group ID, description and icon for the new transaction group and choose Continue.
3. Mark the new transaction group and create a new Action Box transaction by choosing Create transaction.
4. Enter a transaction ID.
5. Enter a Transaction Definition section, select Workspace.
6. In the Transaction Definition section, select Workspace.
Two additional fields will appear.
7 Choose F4 in the Workspace field to select the Script.
8. Choose F4 in the profile field to select the Interactive Scripting profile that you created in the previous steps above.
9. Enter a Slot Name if desired.
10. Choose Continue.
You are automatically taken to the Maintain Data Flow screen .No data flow parameters need to be maintained for the Interactive Scripting workspace.
11. Choose Back.
12 Choose Save.
Note: Since Only Workspace of this type can be open at once, you will need to close the Automatically Created Interactive Scripting Workspace before launching the Interactive Scripting Action Box call.
Regards
Surendra

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?.
Jason

Hi 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

Set selection range in Inbox of Interaction Center Winclient

Hi Gurus,
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.
Thanks.
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

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

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;

Interactive Script in the Interaction Center WinClient

Hi Experts
My question is how to pass parameters between two workspaces. More specifically between the workspace of the Interactive Script WinClient and the workspace Activity.
Can anyone help me on this issue?.
Thanks

Hi Alberto,
Refer to the documentation below to help your self with the settings:
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/0003b5b0-0b01-0010-c0b4-cb3178973441
Best Regards,
Pratik Patel
Reward with Points!

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

Changing the Date in an Activity of the Interaction Center WinClient

Hi Experts
I am working with an activity in the Interaction Center WinClient and i need to change the Date To of the Activity depending on the Reason i choose in the document.
I found out that in CRMD_SERV_SLA - Maintain Availability and Response Times you can set the an specific time depending on the reason of the activity you are working on, but i don't know how to change the Date To of the Activity when i select a specific reason, which already have the respective duration value defined in the transaction mentioned above.
I would appreciate the help on this issue and it sure will be rewarded with points.
Thanks

Hi Alberto,
You have to user a header level badi, i.e CRM_ORDERADM_H_BADI
Here in you can access your activity and can use CRM_ORDER_MAINTAIN to change the date.
Best Regards,
Pratik Patel
Reward with Points!

Save button inactive in the Interactiion Centre Winclient

Dear Experts
When I try to make a call in the interaction centre, i am unable to save as the save button will be inactive. Does anybody know why? We do not have a computer telephony interface as yet, and the sales summary document is just blank. could these be possible reasons why.

solved it on my own

Default description of interaction in Interaction centre

Hi All,
Currently whenever we end the interaction on Web IC,interaction is created automatically with description empty.
Our requirment is to default the description text for the interaction record if user does not create the interaction manually in Web IC.
Please help.
Regards
Nikhil

Hi NIkhil,
This question has already been posted and answered in another thread.
Default description in the interaction record in interaction centre
Thanks
Vishal

Viewing of stocks by an interaction centre agent

Helllo Experts
There is a requirement on one of our projects that the interaction centre agent should be able to view stocks in CRM. What would be a better option - ECC report through transaction launcher or BI report through transaction launcher? Please let me know your experiences.
Thanks

Resolved through enhancement

CRM Interaction centre document v5.0

Hi
Does anyone know what is the lastest document available for CRM Interaction centre for v5.0. Also if there is one available, where can I get hold of it?
Are these available on the marketplace?
Regards
Avi

Yes they're on the marketplace.
Check out this thread: [Links to CRM Documentation;

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
Regards

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

Interaction centre winclient profile

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