SAP CIC vs CRM Interaction Center

Hi,
Is SAP CIC(Customer Interaction Centre) means CRM Interaction Centre

hello man
the difference i read in all thinngs are funny..the answer is that cic is a module in is/u but crm is the 1 which connects the internet n isu,or mobile n isu.crm is the middle warewhere datas comes and goes from isu

Similar Messages

Impact of upgrade from SAP CRM Interaction Center 4.0 to 5.0 on Genesys CTI

Hi Friends,
I would like to know that what is the impact of upgrade from SAP CRM Interaction Center 4.0 to 5.0 on Genesys CTI software.
1) Will there be anything we need to change?
            for e.g.
                 a) Settings
                 b) Software
                 c) Hardware
2) What do we need to keep in mind when upgrading from SAP CRM Interaction Center 4.0 to 5.0?

Hello!
The biggest change you must face is related to Java. If you had CRM4.0 Java configuration, you must change your settings to the non-java configuration CRM5.0 has. Most of those changes are performed by the upgrade program, but you must activate services in transaction SCIF.
Your other concerns:
- Software: Most of the Genesys releases are compatible with both java and non java configurations. Anyway, I am sure Genesys has compatibility instructions.
- Hardware: No changes to my knowledge
<b>Hope it helps. Please, reward points if so</b>
Regards
Joaquin

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>

Accessing CRM Interaction center outside network

Hi,
I have a basic question for better understanding.
We have CRM ISA and CRM Interaction center.
Our customers are able to log in to the Online Ordering website through Internet.
But the URL for CRM Interaction center is not working, if I try to log through Internet (It works only if Iam in client network or VPN)
To me both are channels in CRM and in that case why it is behaving diffrently.
Regards
Babu

Hello All,
Appreciate if you could provide any pointers. I think this either mite be related to the code link property of the iview or the PCD path of pages/roles which we do in CRM SPRO.
Regards
PN

Business content for CRM Interaction center

Hi Experts,
I have requirement in BW CRM interaction center.I need to analyse Fit Gap Analysis for CRM interaction center.I need to give the explanation either the client requirement can be implemented with business content or need to customise.I am looking some one can throw light on this topic.I am new to this requirement.I would like to know where can I find the Business content reports and extractors related to CRM interaction center in BW.Please shed some light.
Thanks,
Suryam.

The same question
I read documentation and found:
1) 0CRM_CIC_INTERACTION
2) 0CRM_CIC_CTI

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

Complaint dose not appear in search in CRM-Interaction center

Hi Expert,
After creating a compliant for the account "X" ,I searched for the compliant in compliant search area but the search result is 0. The only way I talk to reach this compliant is to open the account "X" and get to it through the Interaction History assignment block. What do you think i should do to fix this issue ?

The real big problem is the new properties that I created don't get indexed. I am not sure if I'm right but when I go to
System admin
> system config
    > Knowledge Management
      > Index Admin
        > TREX Monitor
          > Display Index Details
I don't see my new properties in the document properties table.
In the config of my new properties, I have the indexable box checked. Am I missing something that needs to be config to activate this? I thought the new properties would automatically be taken into account for the search according to this help page http://help.sap.com/saphelp_ep60sp2/helpdata/en/75/e000861cb8ad4b8e4f19dd6416346d/frameset.htm
Pleas help. Urgent. thanks in advanced.

Archieving case histories in CRM Interaction center

Hi there,
I am not a CRM guy but we have requirement on crm to archive case histories as we have lot of case on IC.
How can we archive the cases ? if we do can we access after archive?
Thanks
Ravi

I did in this way and in lt_ic_mail-text i have my text.
DATA: ET_EMAIL_DATA TYPE REF TO CL_CRM_EMAIL_DATA.
DATA: LT_OBJECT TYPE SOODK.
data: lt_ic_mail TYPE CRMT_IC_MAIL.
LT_OBJECT = 'EXT40000000000193'.
*lt_object = 'RAW40000000000702'.
CALL METHOD cl_crm_email_utility_base=>get_mail_data_from_so
   EXPORTING
*    iv_folder_id       =
     iv_object_id       = LT_OBJECT
*    iv_send_request_id =
   RECEIVING
     er_mail_data       = ET_EMAIL_DATA
   EXCEPTIONS
     not_found          = 1
     others             = 2
IF sy-subrc <> 0.
* Implement suitable error handling here
ENDIF.
CREATE OBJECT EMAIL TYPE CL_CMPIC_MAIL_WRAPPER_SC.
CALL METHOD EMAIL->sc_maildata_2_icmail
   EXPORTING
     ir_mail_data           = ET_EMAIL_DATA
   IMPORTING
     es_ic_mail             = lt_ic_mail.
*    et_ic_mail_attachments =
WRITE: / lt_ic_mail-text.

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

SAP CRM Interactive Reports in Interaction Center

Hi
I am trying to use SAP CRM Interactive reports. I am aware that we don't need a separate BW serve for it. Do we need a separate local BI client or can we just use them through the IC_MANAGER Role?
What are the settings to enable interactive reports?
How can I create Interactive reports through the Analytics role?
All help is greatfully appreciated.
Thanks
Tarang

Take a look at [SAP Help Topic 'CRM Interactive Reports'|http://help.sap.com/saphelp_crm70/helpdata/en/61/553f78fc3c48c894c082d0fb23ef0f/frameset.htm]
Also you can refer to best practice building block [C41: CRM Interactive Reporting|http://help.sap.com/bp_crm70/BBLibrary/HTML/C41_EN_DE.htm].

Creating Actions - Interaction Center WebClient - SAP Library

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You can also go back to the SAP help page.

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.

SAP Library - Interaction Center WebClient

To add a comment, please log in or register on the top of this page and choose Reply. Please write your comment in English.
You can also go back to the SAP help page.

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.

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

Chat Functionality in Interaction Center

Hi Experts,
I need your help & assistance please.
Our client is interested to integrate Chat functionality in their SAP CRM Interaction Center (CRM 7.0 EHP3). They need this functionality only to interact with their own employees and not to outsiders.
Is it possible to provide such an integration with their existing Microsoft communicator? If yes, please share the details of your earlier experience.
We are not immediately considering CTI integration. I found that chat functionality is part of ICI (Integrated Communication Interface). Is it the same as CTI? Do we need any other tools for this integration?
Thanking you
- Sai Srinivas Ivaturi

Hi,
Chat functionality can be enabled through BCM or CTI integration.i hope that is not possible using the Microsoft communicator

Interactive forms in Interaction Center

Hi,
We want to integrate interactive forms (pdf) into the Interaction Center application. Based on some great tips from this forum I'm able to present pre-filled interactive form in a pop-up window.
But the big question is: How can we submit the pdf back to the Interaction Center application?
In the PDF I can specify a submit URL ( to my controller ) and the PDF correctly submits the pdf (or XML) to that controller. But our problem is that by submitting directly to the controller we lose all application context ( I guess the controller is not initialized correctly ). Hence we are not able to get hold of any Custom Controllers, and not able to store the result of the interactive form.
Any ideas?
kind regards
Vegard

Take a look at [SAP Help Topic 'CRM Interactive Reports'|http://help.sap.com/saphelp_crm70/helpdata/en/61/553f78fc3c48c894c082d0fb23ef0f/frameset.htm]
Also you can refer to best practice building block [C41: CRM Interactive Reporting|http://help.sap.com/bp_crm70/BBLibrary/HTML/C41_EN_DE.htm].

SAP CIC vs CRM Interaction Center

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