SAP Library - Interaction Center WebClient
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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.
Similar Messages
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Creating Actions - Interaction Center WebClient - SAP Library
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 -
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 advanceThe 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. -
Need the "CR410 interaction center webclient CRM" certification document
HI
I need the document "CR410 interaction center webclient CRM".
Could any one please tell me where can i find this document
ThanksHi Sudhansu,
Unfortunately I think that document is not available for distribution. It is SAP copyright material.
This not replace that document, but there is also good information available about IC Webclient in this [thread|Documentation for Interaction Center (IC) WebClient;
Kind regards.
Bruno
Edited by: Bruno Garcia on Jul 15, 2008 9:34 PM -
Address Data Identification in Interaction Center WebClient
Hi Guys,
I'm working with ICI and CRM 5.0 Interaction Center WebClient.
I want to know where is the Function Module that use Interaction Center Webclient for search the bussiness partner by ANI.
When you use SAPPhone, the FM is SPH_ADDR_SEARH_CALLER. But for ICI is the same?
If I change the standar framework, make a copy, my copy use the same standar function module for search the business partner by ANI?
Regards,
LydaSolved
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Survey at Interaction Center WebClient
Hi Guys,
How can I add the answer for my survey to an service ticket at Interaction Center WebClient?
I'm using a script with survey for guide agent with the correct word for register the problem. After complete the survey, I follow up register a incident with description, but I need to attached the result of this survey to this service ticket.
Any idea?I don't receive any feedback
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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 -
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 -
CRM V5.0 in Interaction Center Webclient
Hi all,
In CRM V5.0 in Interaction Center creation of Service ticket want to make changes in the Work Space.(T.code SE80)
o Reason Field
 Can Reason be changed to Origin with the following values in the drop down:
Ticket
Phone
Voicemail
Email
Walk up
Fax
Pager/Home
o Subject Field
 Can we change values in drop down to
Hardware
Software
Security
Other
Kindly respond ASAP..
Regards,
RaviSolved
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Hi Sigrid,
i have a problem with the 'Clear Interaction' button,
In the account identification screen i confirm an account and there is a custom view which is used to confirm the appliance,
After this process i am creating a service order through direct link, when i save the order and then do a clear Interaction i get a error message ' clear interaction not possible, order is saved', which is fine.
But when i navigate back to account identification screen i see that the Account information is cleared.
Is this Standard action???
Is there a way to make sure that the Account information is not cleared???
Please help me.
Regards,
DeepakHello Sigrid,
I set the system user parameter as WCF_IGNORE_ENHANCEMENT to 'A' so that all the custom enhancement are ignored and i tested it. it was the same issue. I beleive the issue is standard.
So the steps which i took to bypass it was enhancing the component CRMCMP_IC_FRAME,
i enhanced the view CRMCMP_IC_FRAME/HiddenView
i redefined the event handler EH_ONFORWARDCALL
i initially checked whether the order was saved, if the order was saved then i raised the error message
"Clear Interaction not possible, order is saved" and avoided the super call.
This served my purpose, and standard behaviour continued for rest of the cases.
Thanks,
Deepak -
SAP Employee Interaction Center (EIC)
It is not that well known that SAP offers a sub module in the Human Capital Management arena to handle employee interaction (EIC) and it is a key peice of their shared service offering.
For any questions regarding the offering please let me know.Hi.
please refer to SAP Note 1143022 - Installation of SAP Enhancement Package 4 on SAP ERP 6.0 and also related notes to this sap note...where you can find all the information...
Also, please go thorugh this link
https://websmp204.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000708115&
where we have link for HCM etc..
Thanks
Sunny
Edited by: Sunny Pahuja on Jun 18, 2009 4:48 PM -
Opening interaction center webclient
Hi Gurus,
When i try to open crm ic webclient with using transaction "crm_ic", i see all the ic profiles but when i choose one of them, only "reject" and "warm transfer" buttons are displayed and just writing "loading...".
What can i do for this?
thanksHi ,
Ok now also check for the Organisational model to which you have assigned your profile
1. go to Ppoma_crm and to the org unit then select it
2.Navigate to the option Go To on the top then detail object > enhanced object descritption>select ICWC profile and check for the profile assignement --> change it to default.
(Also make sure that this organisation has a BP to which your user id is assigned)
Now use this user ID to open up the profile from the launch transaction CRM_IC
Hope this will open up the default profile for you .
Regards
Raj -
Hi All:
I want to find the service in Trx.SICF, where you can enter to ICWC.
Thanks
Alvaro.Hi Ragu:
Ok let me describe my scenario:
I have 180 users that should be able to register a support message and be identified in his / her message. I need to define a Business partner for each user because I need to configure in T CODE SPPFADMC automatic actions when the user creates a message and when you close it.
I cant work with key users and IBASE components because I am not going to support a SAP Landscape. I only have my Solman server.
I am stack 9.
Do you know other way to create and assign Business Partner for each end user??? I'm not going to use key users.
Thanks for your interest and your help.
Regards
Alvaro -
Difference between 5.0 & 6.0(Interaction center webclient only)
Hi All,
Currently iam working on ICWC kindly anybody tell me the extra features in 6.0(ICWC)
Thanks&Regards
V.Sekharthanks a lot
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