Hi All,

We would like to know if it is possible to use Employee  interaction Center in a CRM system only? with the CRM System not integrated with

ECC? We have found some configuration guides for EIC but these guides are for EIC in CRM-ECC Integration.Are there any configuration

guides for EIC configuration in CRM System only available?

We have also checked SAP Note 1256691 for EIC Strategy stating that component  CRM-IC is needed to be installed. After the CRM_IC has been

installed, will  this automatically enable EIC ? or are there next steps needed to be  performed to completely launch EIC?

It is our first time to implement EIC in our system, we will highky appreciate your inputs on this. Thanks in advance

hi,

i have done configuration for multilevel categorization for service request but when i am testing the configuration in WEB UI, the categorization field is greyed out. can anyone please help me with this. Screen shot is attached below

Arti

Hello Experts,

In our project where client has upgraded CRM, we are facing an issue. Notes field are not getting maintained. These are wiping out as soon as we write anything there.

Has anyone encountered this situation? Please let me know any suggestions?

Regards,

Nuvan

Hi all,

We have IC agents creating prospects but also back office people (i.e. sales staff) creating prospects. Back office staff uses account life cycle management to identify the prospect role. However, I noticed that the business partner role (prospect in this case) is not visible within the IC - during account creation - because the role is used within the account life cycle role exclusion group.

I can always enhance the IC component to remove the filter on the BP Role. but question I have is why does SAP IC remove the roles from the role drop down list in the IC account creation screen and how did other people get around this?

Thanks,

John

Currently I was under the impression that ERMS can parse out emails.

Here is the question being posed and I was wondering if SAP CRM ERMS can do the following from the client's expectations:

1. Take emails from
   Lotus Notes in ERMS.
2. Create program to
   parse emails in ERMS.
3. From parsed emails
   create Case.
4. Use ERMS to issue
   notifications.

Can the above be done from ERMS?

Many Thanks

Hi Guys

We have a requirement ,where we need to make the interaction record "not editable " when we set the user status to "Complete" and after "Save" button is pressed.

Please note that we can't make use of status profile settings as we have to enter some information after the status is complete , that means

after user selects status "Complete" he has to select the value from another drop down and then Save.

Standard offers such that once the Complete is chosen in dropdown the whole screen is frozen.

Once he saves it , the document should be locked(read only/non editable)

Any pointers ?

We tried "Set_view_Group_Context" and Order_Save BADI and we are not preferring disabling at attribute level as we might add few more attributes later.

Regards

Vinayak

Hi All,

At one workplace can not be taken from the BCM call back with a message "function is not supported with the current contact status" in CRM.

On the other workplace call is received normally.

Reinstallation of the client software did not produce results.

What can be linked this error?

Regards, Yuri.

Hello,

Does anyone know how to perform the maintenance of the database of SAP BCM? I mean how to perform the cleaning of the database, deleting old statistics data and files of recorded calls.

Regards,

Heber Olivar

During the last years, I dealt with quite a lot questions or issues related to  concept of interaction, interaction record and End button. In this blog I would like to summarize basic information and introduce a new feature which might help to simplify IC agents' daily work.

When using CRM Interaction Center it is important for IC agents to understand the concept of customer interaction:

• In a CRM Interaction Center, an IC agent daily interacts with a lot of customers across different channels. During a customer interaction, an IC agent creates or changes business transactions like service requests, writes outbound E-Mails and fulfills many other tasks depending on the IC scenario in place.
• Which data has been changed or created during a customer interaction is tracked by help of an interaction record. All business objects changed or created are automatically linked to the interaction record and visualized in the activity clipboard. Pressing the End button, ensures that all changes and links are saved at once.
• If an account has been confirmed by mistake, the IC agent can use Clear Interaction button to discard the interaction record and reset the account confirmation.
• When editing business transactions, no interaction gets started and no interaction record gets created. Nevertheless, it is important that an IC agent press END button to finish editing process. Otherwise the edited business transaction will be added to the next customer interaction with another account.
• Interaction Records, supportIC agent in  their communication with customers by allowing navigation to historic interaction records, the corresponding interaction reporting allows supervisors to get insight into the performance of the Customer Interaction Center. 

To ensure that the (reporting) data is reliable, it is important to track every customer interaction independently (one interaction record per customer interaction). It is essential that IC agents understand that "End is your friend" and are trained to properly end every customer interaction or clear the interaction in case of mistakes, otherwise the interaction data get mixed up and important information gets lost.

Nevertheless, sometimes it is hard for IC agent to be aware which data has already been added to the activity clipboard of the current (active) interaction record. To find out which data will be linked, the IC agent needs to navigate to the Interaction Record Workcenter.

Here, the usage of multisessioning scenariosupport IC agents. It prevents the confirmation of an account in the existing IC session on inbound phone call or ERMS push E-mails. Instead a new session gets opened and mixing up data from two accounts is avoided.

Additionally, the new direct link group type introduced by SAP note 2039600 or CRM 7.0 EHP3 with WEBCUIF SP6 can help. It allows embedding the activity clipboard of the current interaction record directly in the navigation bar. 

This new feature of the L-Shape will simplify the work for IC agents as it ensures that an IC agent

• can easily navigate to the various business objects, comparable to “Recent Items” (business roles of type C CRM Webclient) role but without risk of mixing up data from different customers
• is informed about the content of the current activity clipboard at all times and
• is reminded to press END.

When displaying historic interactions records, the activity clipboard in the L-Shape stays empty as it always shows  the entries for the current customer interaction. To display the activity clipboard of the historic interaction record, the IC agent can navigate to the Interaction Record View Set (ensure that SAP note 2023261 is implemented).

The same is true for editing business transactions. In this scenario no interaction gets started and no interaction record gets created – therefore the L-Shape display is empty. If the users forget to press END after finishing editing process and confirm another account, then the recently changed business transaction is immediately visible in the new Direct Link Group. The IC agents can use"Clear Interaction" to reset the account interaction and discard the new interaction record.

To set up this new functionality create a new direct link group with type EE Activity clipboard

and assign it to the navigation bar profile of your business role:

Hi all,

I need your help.

I have searched this forum and found some of the threads about CRM_ORDER_STATUS badi. It will be triggered when we change the status.

But, when I tried to put the break point in CL_EXITHANDLER and changed the status of a service order, it was showing only CRM_WTY_BADI. There was no other badi in debugging.

Can someone explain how to check that CRM_ORDER_STATUS is the correct badi for status changes?

Thank you all!

-Ezhno.

Dear Expert,

Hi, I am new in SAP interaction center, I want confige the email, chat, instant masseger, telephone in IC.

please help me.

Hi

    I need to prepare a report for the manager to check the details( Dates,Status and Escalations) of all the emails received by all agents in the system. How can I acheive it ?

   I was trying to create the report using the BTQUeryAUI Bol query instance and it helped me in getting the details of all the emails received by

one user(the logon user), as agent is determined at the BADI level during the query. But I want to get the details of all emails received by all the agents for the manager.

Please let me know if I have to change any functional settings which i've no idea about.

Please help me.

Thanks,

Akhil

Hi Expert.

I want to create New report In CRM IC (WEB  UI)  regarding Case detail. e.g Case creation date,Case Number..and few more filed.

for above report can I create by Interactive reporting Enhancement Work bench or is there any configuration required ?

What is the process to create new report in CRM IC ?

Please help me out for above query.

Thanks & Regards

Prashant K

Hi All,

We would like to know if it is possible to use Employee  interaction Center in a CRM system only? with the CRM System not integrated with

ECC? We have found some configuration guides for EIC but these guides are for EIC in CRM-ECC Integration.Are there any configuration

guides for EIC configuration in CRM System only available?

We have also checked SAP Note 1256691 for EIC Strategy stating that component  CRM-IC is needed to be installed. After the CRM_IC has been

installed, will  this automatically enable EIC ? or are there next steps needed to be  performed to completely launch EIC?

It is our first time to implement EIC in our system, we will highky appreciate your inputs on this. Thanks in advance

Hi,

How to integrate the ERMS with Solution manager ITSM for automatic incident creation.

Any separate license required to use in solution manager 7.1 for Enterprise Support customer ?

Rg,

Karthik

Few years back when I joined SAP in July 2007, my manager philosophically remarked "In an online world you would be recognized by the content you write". Reading this book by John Burton I realized the words of manager were prophetic.

The author has done complete justice to the topic. First and foremost, for newbie like me , the author has dispelled the myth that Interaction Center is an extension of WebUI. The Interaction Center has got a specific purpose even though the underlying views may be same. Also there are many features in IC which are less used and not known to the CRM community at large. This book is just for any body with knowledge of CRM and after reading the book one would feel enriched and adequately prepared to work in the respective topic.The book has made an attempt to familiarize the users with advanced topics such as Multi Channel Contact Center( erstwhile Computer Telephony Integration ) and if the concepts are absorbed here , one can check out the blogs of John Burton to build up further on this topic.

The book has following chapters

• Introduction - This chapter sets the tone for the book. Introduces the topic and touches upon the history of IC and SAP CRM IC.
• Computer Telephony Integration(CTI) and Multi-Channel Integration- This is a very effective chapter which will help you understand the telephony related concepts. If you are keen reader , after this chapter you can decipher which capabilities are provided by a Multi Channel Contact Center and which capabilities are provided by SAP CRM.
• IC User Interface and Technology - This introduces the UI features of IC and also touches upon how to start with IC.
• IC Marketing,IC Service, IC Sales,IC Management and Analytics -These four separate chapters illustrates the features of IC with regards to Marketing, Sales and Analytics , Service in the IC world. If you are new to IC this chapter is a must and would help you understand the capabilities of an IC system from the business stand point. Cannot miss reading this chapter.
• Interactive Scripting- How the use of scripting can help the agents in interacting with the users. Provides very good understanding of how in a real world this small feature would help alleviate the life of an agent.
• Rule Modeler and Category Modeller- This is a very but a very effective chapter. IC has become rule based ( underlying technology is Business Rule Framework) and most of the activities for e.g. Lead Distribution , Opportunity Distribution , Territory Management etc. are handled using this.Also introduces ERMS the tool which is very powerful for handling emails and chats. This also be used for Order Routing. IDI or Intent Driven Interaction is introduced. The next important topic is Category Modeler and Multi Level Categorization.
• Back-office Interaction Centers for Industries and Shared Services- I haven't read this chapter still
• Partnerships and Certifications , FAQs abd Conclusions - Provides information on  Certified major implementors of IC , FAQs and Some Case studies.

Guys if you are serious about learning IC, this book is an investment. Also don't forget to follow John Burton blogs in SCN. They are also a must read.

Hi guys

I am facing a difficult issue.

I configured the ERMS and it works well if no Exit (which can be maintained in SO50) was found and processed.

That means, the internal recipient was found and my defined rule was performed,...

...BUT when I also configure an EXIT in SO50 the system doenst try to find any internal recipients which means that ERMS cannot be processed!

Is there a checkbox to decide whether processing/distribution needs to be continued after exit or not?

Hoping you can help me...

Here are the last trace entries for that case:

18.09.2014    11:02:37    0084 EXIT_PROCESSING    G    Exit Found: YGTVIF_CL_ERMS_MIME_HANDLING

18.09.2014    11:02:37    0100 EXIT_PROCESSING    G    Exit Class Successfully Instanciated

18.09.2014    11:02:37    0105 EXIT_PROCESSING    G    Recipients for this exit follow:

18.09.2014    11:02:37    0107 EXIT_PROCESSING    G    prm_termin_DEV@prm-dev-de.local

18.09.2014    11:02:37    0115 EXIT_PROCESSING    G    Call of Method YGTVIF_CL_ERMS_MIME_HANDLING->PROCESS_INBOUND

18.09.2014    11:02:37    0139 EXIT_PROCESSING    G    PROCESS_INBOUND: 2 ms

18.09.2014    11:02:37    0140 EXIT_PROCESSING    G    Exit Successfully Processed

18.09.2014    11:02:37    0167 EXIT_PROCESSING    G    No further exit found

18.09.2014    11:02:37    0034 IBND_PROC_POST_DECR    G    End of Exit Processing

18.09.2014    11:02:37    0053 IBND_PROC_POST_DECR    G    Message delivered by exit

18.09.2014    11:02:37    0000 IF_SMTP_EXTENSION~HANDLE_RE    G    CL_SMTP_EXT_SAPCONNECT

18.09.2014    11:02:37    0317 IF_SMTP_EXTENSION~HANDLE_RE    G    BCS Eingangsverarbeitung war erfolgreich. Status wird nun zurückgegeben.

18.09.2014    11:02:37    0327 IF_SMTP_EXTENSION~HANDLE_RE    G    if_smtp_extension~handle_request wird nun verlassen.

and here as it should be / or is without an exit

18.09.2014    10:01:17    0069 EXIT_PROCESSING    G    No Exits Found

18.09.2014    10:01:17    0034 IBND_PROC_POST_DECR    G    End of Exit Processing

18.09.2014    10:01:17    0042 IBND_PROC_POST_DECR    G    Try to Find Internal Recipients -> this statement is missing above; WHY?

18.09.2014    10:01:17    0221 DELIVER_TO_RECIPIENTS    G    SO28-Eintrag gefunden

18.09.2014    10:01:17    0222 DELIVER_TO_RECIPIENTS    G    Empfänger-BOR-Objekt

18.09.2014    10:01:17    0222 DELIVER_TO_RECIPIENTS    G    Struktur: SWOTOBJID

18.09.2014    10:01:17    0257 DELIVER_TO_RECIPIENTS    G    Technical Recipient: prm_termin_DEV@prm-dev-de.local

18.09.2014    10:01:17    0261 DELIVER_TO_RECIPIENTS    G    Internal Recipient Found: CD1CLNT400ERMSSUPRT2PRM_TERMIN_DEV@HELVETIA.COM

18.09.2014    10:01:17    0261 DELIVER_TO_RECIPIENTS    G    *<OBJECT>*

18.09.2014    10:01:17    0265 DELIVER_TO_RECIPIENTS    G    Address Type: OBJ

18.09.2014    10:01:18    0289 DELIVER_TO_RECIPIENTS    G    Start of Delivery to Internal Recipients

18.09.2014    10:01:18    0000 PROCESS    G    CL_BCS_DISTRIBUTE

18.09.2014    10:01:18    0061 PROCESS    G    Inbound Send Request: 5419C089926E0D10E1008000AC1AD00B

18.09.2014    10:01:18    0122 PROCESS    G    Subject: Einladung: TEST PAST (16 Sep 09:00 CEDT in TEST)

18.09.2014    10:01:18    0127 PROCESS    G    Sender: A-0004269465

18.09.2014    10:01:18    0056 PROCESS_OBJECT_RECS    G    Recipient: OBJ39  0000000001 - CD1CLNT400ERMSSUPRT2PRM_TERMIN_DEV@HELVETIA.COM

18.09.2014    10:01:18    0011 WRITE_DATA_TO_DB    G    Struktur: SOOS

18.09.2014    10:01:18    0027 WRITE_DATA_TO_DB    G    Struktur: SOES

18.09.2014    10:01:18    0035 WRITE_DATA_TO_DB    G    Struktur: SOFM

18.09.2014    10:01:18    0114 WRITE_DATA_TO_DB    G    Struktur: SOOD

18.09.2014    10:01:22    0000 DELIVER_TO_RECIPIENTS    G    CL_SEND_REQUEST_BCS

18.09.2014    10:01:22    0299 DELIVER_TO_RECIPIENTS    G    End of Delivery to Internal Recipients

18.09.2014    10:01:22    0307 DELIVER_TO_RECIPIENTS    G    SUBMIT: TO ALL

18.09.2014    10:01:22    0000 IF_SMTP_EXTENSION~HANDLE_RE    G    CL_SMTP_EXT_SAPCONNECT

18.09.2014    10:01:22    0317 IF_SMTP_EXTENSION~HANDLE_RE    G    BCS Eingangsverarbeitung war erfolgreich. Status wird nun zurückgegeben.

18.09.2014    10:01:22    0327 IF_SMTP_EXTENSION~HANDLE_RE    G    if_smtp_extension~handle_request wird nun verlassen.

Collection of stuff for CRM Interaction Center! To be extended....! If it is not in the list, it does not mean that it does not exist! It might be that it was just not added

Updated: September, 18th 2014

GENERAL

Customer Interaction (CRM-IC-INR, CRM-IC-FRW, CRM-IC-SEA)

ERMS Inbound E-Mails (CRM-IC-EMS*)

Agent Inbox (CRM-IC-UNI):

General: IC E-Mails (CRM-IC-CHA-EMA)

Business Transactions in IC (CRM-IC-BF, IC specific views: CRM-IC-SVO, CRM-IC-SLO*)

Hello Gurus,

We have Broadcast message feature in SAP CRM IC and we have configured the same for IC Manager role but we wanted this feature to be available for IC ADMIN role as well.

We have tried all adding all the objects related to Broadcast message and still "Create Broadcast Message" link is not coming in Manage Operations. Is it possible to make this feature available for ADMIN role as well? If yes, please guide me.

Thanks a lot in Advance!

Lakshman

Hello Gurus,

We have CTI integration with our SAP IC application. Bucher and Suter is the service provider. When we login to SAP IC, we have work center ID to be entered by the Agent which establishes connections to the communication management services. This is working fine till we refreshed our test environment. After the refresh, work center id page is not coming and it is directly taking us to the account identification page.

We have checked all the connections as well and dont see any issue. Please help me if you encountered similar issue.

Thanks a lot in Advance!

Lakshman