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Consolidated Report on emails to all agents in AGENT INBOX

September 16, 2014, 4:28 am
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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

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Interaction Center in SAP Cloud?

October 9, 2014, 4:37 am
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Hello,

 

With all the talk around CRM on-premise getting replaced with SAP Cloud (in future), I would like to know if interaction Center operations are possible in SAP Cloud? I am referring to telemarketing and telesales (Agent Inbox etc.). I haven't found any blog mapping CIC with cloud. I only see Cloud for Sales & Cloud for Customer.

 

Does anyone has any idea towards this? If yes, please provide some links that can referred.

 

 

Best Regards,

Mohit

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Order not created in crm.

October 9, 2014, 4:57 am
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Hi Experts ,

 

For order creation we have created one action profile and action definition.In action definition,we assign copy_document method.This method are copying all the data of opportunity.when we execute z report against opportunity number (for order creation report) action definition not executed successfully. But when we open this opportunity number on webui then click on edit then save the opportunity then this action definition is succesfully triggers . Why this is happening ?    


Regards,

Puneet Mittal

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End Button Functionality in SAP CRM, IC Agent role

March 1, 2013, 5:57 am
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Dear Gurus,

 

I have noticed a difference in end button functionality(Input field is not getting cleared on End) after System Upgrade to EHP2, As per my understanding this functionality difference is only in my Z Business role(Copy of IC Agent Utility(lean)), So please guide me how to find root cause area.

 

 

Thanks,

Krishna. 

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Web UI assignment blocks

October 9, 2014, 2:06 pm
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Hi


I have an issue I want to restrict users changing the correspondence address and only be able to change the delivery address, is this possible?Assignment blocks can can these be made read only or read only for some like Address and non read only for assignment block marketing attributes?tthanks

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Unable to View Incoming E-mail in IC Agent Inbox

October 10, 2014, 2:38 am
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Hello All,

 

We are not able to view the incoming e-mail in SAP in the IC Agent Inbox, we have performed the following configurations.

 

We have made the required settings as per SAP Note No 455150, the e-mail can also been in SOIN trace settings( screen shot attached)

 

Untitled.png

As per SAP Note 1846041 we have made the required configurations in S028 tcode where we have maintained the internal recipient's details(screen shot attached)

 

Untitled.png1.png

In su01 for my user name the e-mail id in the recipient is mapped, however when I log in using the Interaction Center Role when I click on the inbox, the incoming e-mail is not seen.

 

Untitled.png2.png

We plan to use ERMS functionality once the incoming e-mail is seen in the agent inbox, please advice if I am missing any configurations or customizations.

 

Kind Regards

Atul

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Insert picture when sending e-mail from SAP CRM WEB UI

February 3, 2014, 8:26 am
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Hi!

I am getting e-mails in Agent Inbox. If this e-mail contains picture I can see it. When I reply on this e-mail from SAP CRM WEB UI, when I read that e-mail in for example MS Outlook the picture disapears. Also I can't insert picture (print sreen) when I am doing new e-mail in SAP CRM WEB UI. Does anybody know if it is possible to insert picture? If I use the insert picture buttin I get only one icon which is useless. Can someone help me?

 

Thank you and best regards,

Boštjan

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Cannot view attachments unless Interact with Incoming E-mail

October 13, 2014, 7:19 pm
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Hi guys,

 

We have setup the standard ERMS feature for incoming e-mails.

 

All works well, except for one small issue.

 

When the incoming e-mails in IC Inbox have attachments in them, we cannot simply "Display" the E-mail and check the attachment.

 

We need to "Interact" with the e-mail to view the attachment.

 

Is this normal?

 

If not, is there a different setting which I am missing, which allows to set the E-mail attachments displayable without Interaction?

 

Regards,

Nelson

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"No Internal Recipient found" in Inbound Email Processing....

April 30, 2012, 6:24 am
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Hi Dear Friends,

 

I am facing some problem in getting the inbound emails to Agent Inbox below are the few settings which I had done:

 


Step 1: Created System user for sending and receiving emails into IC.

MAILADM---crm@rajtech.com
Profile: S_A.SCON

 

Step 2: Assigned Standard Tasks to communication methods: 207915(INT)

Defined receiving email address:
crm@rajtech.com (MAILADM)
Domain rajtech.com is maintained in SCOT.

 

Step 3:Defined Receiving Email Settings:

crm@rajtech.com
Workflow priority: 4High

 

Step 4: Recipient Distribution: SO28

Recipient  New Recipient
crm@rajtech.com  nikunj@rajtech.com (ERMSsupport2 business object is selected).

 

Step 5: Inbound Processing: SO50

Internet Mail crm@rajtech.com  ICS CL_RMPS_PRO_MIME_HANDLING      1
Internet Mail crm@rajtech.com  ICS CL_RMPS_INCOMING_MAIL                2
Internet Mail crm@rajtech.com  ICS CL_APPOINTMENT_REPLY                 3


Step 6: Maintaining Email Addresses for System user:

IC_AGENT_SRV (Email: nikunj@rajtech.com)


Step 7: Activated Workflow settings in SWU3


Step 8: Assigned agent in CRM_ERMS_WF_CUST, Activated email linkage ERMSSUPRT2MAILRECEIVED.


Step 9: Created a rule policy

if email original recipient contains crm@rajtech.com

Actions:
Route email
Organization Object : Service Support

Assigned this rule to Service Manager Profile.


But when I send an email from my out look to crm@rajtech.com

In SOIN I can see both the sender and receiver as crm@rajtech.com and internal recipient is blank

When I checked in the Trace I was getting a message as "No Internal Recipient was found"

 

Can anyone help me out where I am going wrong

Should I do any thing more other than this....

 

 

Thanks & Regards,

Raj

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Is it possible to search using apostrophe ' in Account Identification?

October 14, 2014, 11:29 pm
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Hi guys,

 

We have a lot of employees and contact names with an apostrophe ' in their surname, such as "Scarlett O' Hara"

 

Here Scarlett is the first name and "O' Hara" is the last name.

 

When we try to search for them in the Account Identification, using last name search with O' Hara or O' Har*, there are no results.

 

Does SAP not support searching by apostrophe?

 

Regards,

Nelson

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Marketing attributes visibility

October 15, 2014, 3:29 am
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Hi


I would like to restrict a particular Marketing attribute, so that no one can edit or see this particular marketing attribute.


I am able to restrict the EDIT button but the marketing attribute is still showing.


 


Yes I have used auth objects  C_KLAH_BKL & C_KLAH_BKP


 


I cannot find any other objects in which I can populate the marketing attributes so that users cannot see a particular marketing attribute.


 

 

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Reusing a component for different transaction type with similar functionalities

October 15, 2014, 10:19 pm
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Hi All,

 

Can you please guide me how shall i reuse a component in two different way for two different transaction types/number range.

 

We have two different service teams doing same functionality. Both work on service requests but catch is they work upon mutually confidential data so can not use the same screen. So for 1 team when they logs in with their role they can create request with one type of transaction type/number range  and when 2nd team logs in with their role they should also have the same screen but this time cases must be created with other transaction type/number range.

 

For team 1 we have the functionality available. How shall i configure another number range to for the same functionality to team 2 considering component is already enhanced for team 1's number ranges.

 

Thanks,

Nuvan

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Transfer a pushed email to a queue in IC

October 17, 2014, 2:11 am
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The Interaction Center offers an abundance of possibilities for communicating with consumers, and most of it works very well, straight out of the box.
When we implemented CRM 7.02 together with SAP BCM 7.0 (Contact Center) across 3 multi-channel, multi-language contact centres there was something missing.

 

Consider you are a contact centre agent, and you are skilled at responding to Japanese emails. You receive (via ERMS Push) an email, whose content you cannot read, but you suspect that it is in Chinese language. You know there is a dedicated team responsible for Chinese emails, and there is a specific queue that they are assigned to - so you want to put it back to queuing status, so that it will be handled by an agent that is able to respond.

 

The "Transfer" button cannot be used however - there are only phone queue entries in there , even though you are in channel Email.

 

The reason for this is that the coding behind the Transfer scenario is all set for the Phone channel, where it works just fine, to transfer a call directly to another agent.

 

SAP have introduced some notes now for this issue, so below is the solution to make it work.

 

  1. Implement note 2040666. This fixes the issue that the queue maintenance for Email channel is reflected in the UI popup. Go to transaction CRMM_IC_MCM_CCADM, select the System ID of the CTI you are using.
    Select channel Email.
    Select Queues.
    In the CMS Queue ID column, enter a valid destination address that routes to a queue in your CTI system. For BCM, this is a routing address assigned to a queue. For example, this is the same value you use as the "TO_ADDRESS" when routing the email to BCM via ERMS rules.
  2. Implement note 2067362. This will address the issue that although the entries maintained for Email channel show up, they cannot be selected as they are not "available". This makes no sense in the context of the asynchronous nature of email handling - pushing back to a queue, this should always be available, regardless if there are no active agents attached to it.
  3. On the BCM side, there is a change required for the OII interface, as the data string passed back is assigning the wrong channel with the transfer, so the destination is not recognised. Hotfix  7.0.6.113 should be applied to BCM - note 2049017
  4. Maintain the toolbar for Email channel:
    SPRO > Customer Relationship Management > Interaction Center WebClient > Basic Functions > Communication Channels > Define Toolbar Profiles
    From your Toolbar Profile, go to E-Mail Layout Buttons. Substitute the "Transfer" button with "TransferEnd". This will ensure that the interaction is ended after the transfer is completed.

 

After all of that, you should be good to go!
This is my first blog, so all comments and input are welcome - but please be nice

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Instant messaging - how to activate?

October 17, 2014, 2:38 am
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I've seen this demonstrated, and in a few slides, but I seem to have hit a dead-end in implementing the Instant Messaging feature in CRM IC.

I have followed the application help as detailed here and followed the guide from John Burton's presentation (pp8-15) - but I only get as far as having the "Buddy" icon in the bottom-left, and being able to add other users to my Buddy List.

 

It seems that they only appear online if both my user, and the buddy's user are logged on to CRM, logged on to our CTI (we are using SAP BCM) and set as available. And even then, no icons appear under the "Actions".ul

 

Ideally, we would be wanting to use this feature for transfer of business context after initiating a IM, but we cannot (yet) get even this far.
Any further help/guidance would be much appreciated. There seems to be very little take up of this potentially useful feature.

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Custom Address List - Email Header in IC Web Client

October 8, 2014, 11:56 pm
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Hello,

 

 

I wanted to check if there is a possibility to provide users
with a custom address list wherein we can have our own set of email addresses
to choose from for sending the email through SAP CRM.

 

 

Currently I am aware that three types of address lists
mentioned below are possible.

 

 

  1. CRM Addresses ( BP Address)
  2. MS Outlook
  3. Lotus Notes

 

 

The requirement came up, as my customer’s call center
employees do not have official email ids & hence outlook or lotus notes
integration is not possible.  Every time
if they want to send an email to any internal employee through SAP CRM, they
have to manually enter email ids which they find it bit uncomfortable.

 

 

Any guidance will be appreciated.

 

 

Regards, Mathy

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Social Media Integration (Twitter and Facebook) with SAP CRM WEB UI

October 20, 2014, 8:12 am
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Hi Experts ,

 

I have a requirement to integrate Twitter and Facebook with CRM UI , i have implemented all the required SAP OSS notes and did the configurations , however when I tweet , i dont find any posts in agent inbox .

 

Require your suggestions and help .

 

The follwowing are the notes i have implemented .

 

1832462

1832480

1832481 , and did the configurations as well .

 

Please help .

 

Thanks ,

Rashmi .

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How to calculate postal charges

October 20, 2014, 8:59 am
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Hi Friends:

 

The scenario is when a consumer is issued a return, we want to take the courier charge off the amount they are due to be refunded.

 

 

In this example the consumer paid Rs.200/= and we want to refund them Rs.20/= less than the original cost, so refunding a total price of Rs 180/=

 

From the return order we navigate to the line item details to amend the price. Check the total price the consumer paid and work out
what the refund total will be, in this example the price paid was Rs.200 so we want to refund Rs.180. Kindly help how to solve / fix this.

 

I would be obliged if this can be treated as urgent.


Regards

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IC Multi Level Categorization Import- Subject profile and Subject Codes not picking

February 21, 2014, 10:51 pm
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Hi Experts,

 

We have a strange issue. When importing the schema from Development system to Testing system, via RFC, we see that the structure of the Categorization is picked up in the Testing system, but the schema does not pick up the Subject profile and subject code. We have 4000 entries in the scheme and it will be practically impossible to select the subject code for each of these again.

 

Please help and points will be awarded for helpful  answers.

 

PS:

 

Made sure that the linked objects of  schema exist in the target system before initiating the import. (Catalogs, Codes, Code profiles, Subject profile etc exists in the target system)

 

Also have general authorization for import activities (authorization object CRM_CATEGO) in the source system.

 

 

Thanks,

Karthik

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Search function for standard responses (mailforms)

October 21, 2014, 2:40 am
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Hi gurus.

 

I am desperately searching for a possibility to select / or search for standar responses for email

by language. We are having agents which answer email in multiple languages. Shouldn't that be a standard functionality?

We are on SAP CRM 7.0 EHP 2 and the application help for this release is stating that it is possible to search for mailforms by

language.

 

Any help is appreciated.

 

Kind regards,

 

Rouven

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Actions in IC Script is not triggering

September 26, 2014, 2:27 am
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Hello,

  I have copied the standard class "CL_CRM_IC_SCRIPT_ACT_BOLUPD" and assigned the copied Z Class to an action in the script. I have created a proper link to the actions. When script is executed, for the question "SC_WELCOME" when  answer "Yes" is clicked, it has not triggered the class method. But is has followed link to the "SC_THANKYOU". I want to know how to trigger this class upon execution of the action ". Please suggest.


Regards,

Raghavendra Hegde

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