Hi SAP Experts ,

We need to remove the reason code in the drop down for the Reason field (as shown in the pic) in the interaction record workcentre . We want only the reasons to be displayed in the drop down

Thanks in advance...

Hello Experts,

our customer wants to work with a CTI in SAP CRM WebUI Role (Non IC; CEBP).

For the CTI the SAP CRM 7.0 (on HANA) and SAP BCM where itegrated.

We are using the Slim Communication Toolbar as recommended by SAP.

The Problem ist that the ANI (Automatic Number Identification) does not work.

The Callers Number is not identified. Function Module BUPA_SEARCH2 is not called.

No Changes were made in this area. We are completely using the SAP standard.

Has anybody experienced issues related to this one?

It would be great if somebody could give me some help and/or information!

Thank you!

Kind Regards

Martin Gaschk

Hello,

we are working on a custom Contact Center which interfaces with SAP CRM Version 7 with Enhancement Package over ICI.

The basic call functions like accepting, hanging up, holding and retrieving are fully implemented and are working already.

Our goal is to display error messages in the CRM so that clients know there is something wrong, for example why he can't be log in successfully (e.g. the telephony server isn't reachable).

We already found the ICI Documentation file which provides us the CRM SOAP error codes and tried to send SOAP Fault messages, but never got

them to screen.

Please find an attached example screenshot what we mean exactly, reproduced by trying to make a call with CRM user while BCM CDT isn't

running in the background.

Regarding to this topic we've the following questions:

- Is it possible to display custom error messages on the CRM or is this functionality limited to SAP?

- Could you provide us some further information on how to use this feature exactly (implementation details?) and how the SOAP XML should look like to get it work?

Thank you in advance!

Best regards

René Holy

Hello ,

We are going to implement CTI integration CRM and Cisco.

The problem is that our agents used to work in several CRM sessions.

The requirement is to be connected to communication system in all open sessions.

For example:

Agent get incoming phone => Customer 1 data displayed on IC Web screen => agent finish conversation with customer 1  (end call)  but BP is still confirmed  (agent should continue to document interaction, issue a quotation) . Agent should have a possibility to get a new incoming call in different CRM session – including second customer details.

Can this scenario be implemented?

In our DEV systems every time I open a new CRM session I have no possibility to open more than one session with communication system connected.

Regards ,

Rika

Hi SAP experts,

We are facing the following issue in our system,

When we confirm a BP in our system we get two connection object againt the confirmed BP

When we search for premise from the search option for the same BP :

We get 3 connection object in the result :

Any sort of help will be highly appreciated.

Thanks in advance.

Hi,

       In my company users have one problem, which I am not getting the same either Dev or Quality. I tried to replicate it but I am getting fine without any issues. Issue is users create sales order in Interaction Center by using the credit cards. We wrote the code to pop up with the information about the amount being deducted against each card( users can use multiple cards) once the order is saved.

Below is the code in one method of the class. lv_text contains the information like 'Visa 3002 for amount 1209.00 is authorized(#1567)'

CONCATENATE lv_text '<BR><BR>' INTO lv_text SEPARATED BY cl_abap_char_utilities=>newline.

Problem is in Production we are not getting line breaks whereas I am getting fine in Dev and Quality with the above code. In production, users are getting below. There is full stop between the amount(#1567$) and <BR><BR>.

Visa 3002 for amount 1209.00 is authorized(#1567). <BR><BR> Visa 5443 for amount

1300 is authorized(#7654). <BR><BR>

But in Dev and Quality the same above message we get  like below, which is correct.

Visa 3002 for amount 1209.00 is authorized(#1567).

Visa 5443 for amount 1300 is authorized(#7654).

I changed personal layout values in the Personalization and tried but no use.

Can anyone help me in this regard?

Thanks,

Baasanthi.

Hi Gurus,

I am fairly new to WEB IC and have a requirement to add an object ( Billing Invoice / FICA Document ) to be added automatically to the activity clipboard

when the user clicks on the line item and clicks Create Dispute.

The system does have a manual button to do this as of now by clicking on button : Link to Activity Clipboard. But this should be happening in the background when i click ' Create Dispute" Button. Can someone please guide me. I would be really thankful for the same.

Regards,

Navin.

Hello!

When I process and reply an e-mail message, the system places the standard response content below the original e-mail body. Is there a way to place the standard response above the original message body?

Thanks!

Hello!

We have actions configured in Service orders to send email to Sold-to-party. Now we have to determine the sender's e-mail address based on organization unit where the agent belongs to. Is there a way to achieve that?

Thanks!!

Hi All,

I have a requirement to Integrate Avaya solution with SAP CRM for Voice, Email, Fax, SMS and Chat communication channel. Thus for this, please let me know the process involved and the standard connector available to successfully implement the CTI using AVAYA.

Any document to integrate Avaya would be very helpful.

Please provide some information the interface required to integrate with AVAYA for Voice, EMail and Chat communication channel.

Thanks,

Mayur

When I was starting to work with SAP CRM and in particular with Interaction Center functionality I was inspired by the document on how to add an IC toolbar button by John Burton. I still remember those funny feeling that there is always a place for fun during routine daily work. But since then I was interested in the following. Ok, we know how to add a button. But if there is a button then we need a place to put its logic in there. There were solutions similar to this one. But this was always a modification of js-files or standard basic components which would probably get you in trouble with any new standard updates in them shipped during next service package or OSS notes. Personally I've seen such issues when standard IC buttons or ICI integration stoped working.

BTW, user parameter WCF_IGNORE_ENHANCEMT set as A has been very handy to identify such issues.

During the latest project I realized that there is already new possibility to add a logic for z-button handling in IC toolbar. But let's start from the scratch. System creates IC toolbar buttons in component ICCMP_CCS page fragment wsb_icon.htm. All buttons (even z-one) are created with onClientClick attribute as the call of buttonCallback function passing button's ID.

There is the way I'm talking about in component CRMCMP_IC_FRAME in Pages with Flow Logic inside header_jscripts.js. No surprises yet.

The code which draw my attention is at the very end of wsb_handler function. This function is called from buttonCallback (which is in ICCMP_CCS/wsb_icon).

...  try  {    /* simulate htmlb click in current view */    var vWindow = contextArea.getApplicationWindow( );    var vContainer = vWindow.document.getElementById( wsb_cButtons );    if( vContainer == null )      return ;    var buttons = vContainer.children;    var vRegExp = new RegExp( "_" + value + "$" );    for( i = 0; i < buttons.length; i++ )      if( buttons[ i ].id.search( vRegExp ) !=  - 1 )        break;    if( i >= buttons.length )      return ;    var button = buttons[ i ];    if( button == null )      return ;    event.cancelSubmit = false;    button.click( );  }  catch( ex ){}
...

There is a comment there which describes what is done. The logic we actually have is:

- find a container element with id 'wsb_buttons' (constant wsb_cButtons). The actual area where the system tries to find this element includes navigation bar area and work area.

- take its (direct) children and go through them looking for a 'button' with id formed as blablabla_<button_id> (RegExp call in mentioned code).

- click it.

Let's assume that we want to handle our button which is defined in IC toolbar as zMyICButton (IMG -> CRM -> Basic Functions -> Communication Management Software Integration -> Define Toolbar Buttons and Define Toolbar Profiles).

So we need to create a container with ID 'wsb_buttons' and put a button inside it with id which ends with underscore and IC toolbar button ID. In our case IC toolbar button ID is zMyICButton. So our button should have an id for instance as btn_zMyICButton.

But where to put this stuff? First place which came to my mind was hidden view (CRMCMP_IC_FRAME/HiddenView ). As far as I started this blog to describe as much a 'standard' way as possible I wouldn't be completely satisfied with this solution.

Exploring some other possibilities I found the way without enhancements. And the answer is Layout Profile

Layout profile (IMG -> CRM -> UI Framework -> Technical Role Definition -> Define Layout Profile) of a business role defines components which are loaded in navigation bar area.

We can create an own 'hidden' component and put our 'buttons' in it.

In my example this component will be quite simple. No context nodes. Just a component, a window, a view. For example ZTESTICBUTTONS component, ZTESTICBUTTONS/MainWindow window and ZTESTICBUTTONS/TestICButton view attached to it.  The htm page of the view should be the following:

<%@page language="abap" %><%@extension name="thtmlb" prefix="thtmlb" %><%@extension name="chtmlb" prefix="chtmlb" %><%@extension name="bsp" prefix="bsp" %><SPAN style = "display:none;"><div id = "wsb_buttons" ><thtmlb:link  id      = "btn_zMyICButton"              text    = "standard"              onClick = "zmyicbutton" /><%--Other z-IC-buttons have to be placed here--%></div></SPAN>

Note that id is case sensitive here.

Certainly, extensions might be reduced. But I left this as it was.

You may complain: 'Hey, it's not a button! It's a link!'. And you will be completely true. We can not use thtmlb:button element because when thtmlb:button is being rendered <a> tag, which includes onClick attribute and appropriate id, is surrounded with an additional <span> tag. And as far as above mentioned code from wsb_handler takes only direct children of 'wsb_buttons' element these <span> tags ruin all the logic.

The thtmlb:link element will satisfy our needs in this case.

Also we will need an event handler for zmyicbutton event in the view controller. Event handler is quite simply. Just for demonstration purpose:

METHOD eh_onzmyicbutton.
* confirm_poput is a view controller attribute:
* public section.
*
*  data CONFIRM_POPUP type ref to IF_BSP_WD_POPUP .  IF confirm_popup IS NOT BOUND.    DATA: lv_title TYPE string,    lv_text TYPE string.    lv_title = 'My IC Button'.    lv_text = 'Does it work?'.    CALL METHOD comp_controller->window_manager->create_popup_2_confirm      EXPORTING        iv_title          = lv_title        iv_text          = lv_text        iv_btncombination = if_bsp_wd_window_manager=>co_btncomb_yesnocancel      RECEIVING        rv_result        = confirm_popup.  ENDIF.  confirm_popup->open( ).
ENDMETHOD.

After the component is created define it as layout component ( IMG -> CRM -> UI Framework -> Technical Role Definition -> Define Layout Components ) and attach it to Layout Profile used in your business role.

Comp. Usage is freely (uniquely) defined.

And here the result:

We can utilize these IC-buttons to open own popus (for example implementing directory search from SAP CRM using interface DAI from SAP BCM), implement quick dialing/transfer buttons etc.

But... We are not done yet. If a button not handled in standard way in wsb_handler, corresponding event will be sent to the system using a code just above the code which sends the click to buttons.

  if( bEventSend )    wsb_action_event_send( value, paramA, paramB );

This particular code might generate for example a warning message in WebUI 'You must be in an active call to use this function' (message class CRM_IC_APPL_UI_CHMSG number 021) when pressing our own z-toolbar button (in phone channel it comes from CL_CRM_MCM_PHONE_CHANNEL->ACTION_HANDLER on send_bsp_msg( msg_type = 'W' msg_number = '021'. call ).

Unfortunately the call to wsb_action_event_send function is made before generating a button click in wsb_handler function. I didn't found any suitable way to prevent this function call rather then avoid this warning message by implementing implicit enhancement in the very begining of CL_CRM_MCM_SESSION->ACTION_HANDLER class as:

METHOD action_handler .
ENHANCEMENT 1  ZMCMSESSION.    "active version
* All z-actions are not handled in MCM if this enhancement is active  IF action CP 'z*' OR action CP 'Z*'.    RETURN.  ENDIF.
ENDENHANCEMENT.  DATA: ex  TYPE REF TO cx_crm_mcm_exception.
....

Yes, we made one enhancement. But this enhancement is less painful comparing to enhancing js-files and basic components. We can even leave this enhancement aside and take the message as it is. There will be some issues openning confirmation popups. But popups with own components should work well.

Calling to SAP regarding this particular message: Probably it would be better if wsb_action_event_send call is made only if no corresponding button exists for IC toolbar button.

Dear  Experts,

Can you help me to understand the rule policies for the categorization?I have following queries;

1. can we maintain rule policies pragmatically, Because in my business scenario we have to maintain rule policies around 1000 in No's.

2. Can we transport or copy these rule policies from one client to other , cause these are the client specific while maintaining through the web_UI.

    As per my knowledge, We can import the categorization schema from one client to another but not rule policies which are assigned to that schema.

Thanks All.

Regards,

Devendra 

Hi All,

Currently in Agent Inbox, under "Assigned To" we have ME and MY GROUPS. This searches for the Service Requests based on Employee Responsible and their team. This configuration is maintained under the path:

CRM-IC Webclient-Agent Inbox-Map Item Attributes to Inbox Attributes-Map Business Transactions to Responsible Employees and Groups 

Now we have added a seperate partner functions called 'Service Request Owner' and 'Service Request Owner Service Team'. We want to bring both these also under "Assigned To".

How to make this work? Please help. Points will be awarded to helpful answers.

PS: Service Request Owner is manually given by the user and is a static field. So it is different from Employee Responsible.

Hi Experts,

When we lock an entity, the error message 019 from message class CRM_ORDER is raised which indicates that the document is being distributed.

This happens when we are trying to lock the entity BTAdminH in order to save our custom fields.

We call the super method of EN_ONFINISHPROCESS in component IUPRMAIN and include our logic for maintaining and saving the custom fields.

Whenever, a move in or a new contract is created, a switch document is created and transferred to ECC and during the super save, ideally all the locks should be released. However, the system takes sometime before the lock is released. In the meanwhile our logic is triggered where in the lock on BTAdminH is made in order to save our custom fields.

Due to this issue, we are not able to save the value to the database.

We have tried waiting for close to 10 seconds but that time is not enough for the locks to be released.

While debugging however, before our code is executed there is enough time lapse and due to this, the locks get released successfully and we are able to save the values to the database in the debugging mode.

When directly executed, the error message is displayed due to the issue in the complete release of locks.

Can anyone please provide some solution for this case as we find that the wait statement for too much time is not a viable solution and also we cannot determine how much time we would have to wait as it depends on the system parameters.

PS: Our issue is somewhat similar to the issue mentioned in the below post.

http://scn.sap.com/thread/716602.

Thanks for your response in advance.

Thanks and regards,

Preeti Viswanath

Hi Experts

Is this mandatory to have subject profile for service orders and complaints and not for service request?

Why is this so?

Thanks

Ajay

Good day experts.

I need some assistance please.

1.) When I open the Chat page on the CRM Webclient, I don't see the "Standard responses" section that should be just below  the subject. How can I get it on the page. Its not possible with UI Component Workbench.

2.) When I am on the Chat screen I can only see ALL, SDB, and KA in the knowledge base dropdown, how do I add mail forms in there. Screenshot below.

Please assist. Your help is appreciated.

Regards

Leon

Hi,

I know that Case Management funtionality in CRM 2005 required People Centric, Portal o Interaction center WebClient, in other words, via SAP GUI it´s not possible.

But I would like use Case management with new version of CRM (2006s), I too required Portal o Interaction Center?, or with the new interface of CRM 2006 is adequate?

Regards,

Lyda

Hi,

Since we upgraded to EHP2 SP10, this error occures when I want to create a new email (CRMCMP_CCS_EML).

I already saw many solutions, like in note  1615938. The thing is that I dont know in which page I have to add this attribute, and also I dont know which type this is. Anyone who has seen this attribute before?

When I put external breakpoints in the described program, I never enter into debug mode...

Thanks,

R.W.

Hi,

Is there any ways for increasing the size / making it look bigger of a checkbox field in CRM WEB UI or highlighting the check box?

Regards,

Gopinath GS.

Hi Experts,

We are having a requirement where we need to display the service team data related to employee.
Currently when Employee is moved from Level-1 to Level 2, and we run the report but we are getting the service team which is associated to employee today not at the time when interaction record was created.

We searched the tables HRP1000, HRP1001 but it did not work. Can anyone give some idea where this historical data of Organizational data stored related to service team.

Any inputs will be appreciated.

Thanks!

Regards,

Pratibha Vashist