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Marketing attribute in the text field, interactive script

November 17, 2009, 4:42 am
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Hello Gurus,

 

We are facing a problem in the interactive script, of the sap crm 7.0.

We know the possibility of set some of the customer data into the

script by filling bdc field inthe test field and then adding this text

field to a script question.

We did it in the customer data "***" by filling the bdc field with "ext

field marketing attribute interactive script" and this data is showed

in the script, but we can not show marketing attribute data in the

script by using text field and bdc field.

There is a possiblility of showing the marketing attribute in the text

field or it is imposible due the structure of bol in crm.

 

Thanks  in advance.

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Where controlled Communication Channels Session during logon

March 18, 2016, 1:08 am
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You are using CRM Interaction Center with channel integration( setup your CRM system with CTI/CMS - Computer Telefony Integration / Communication Management System). You didn't log off the first IC WebClient session, then on your next login you will be prompted with following 3 options(see screenshot below):

 

 

Select Communication Channels Session

Welcome [Your IC Agent name]

You currently have an IC WebClient session open with communication channel services active. Communication channel services can only be active in one session. Select one of the following to continue.

Activate communication channel services in this session and end communication channel services in the first session

Keep communication channel services active in the first session and continue this session without communication channel services

Cancel this session. Keep communication channel services active in the first session

 

1Capture.PNG

 

1. Where to control this Communication Channels Session during logon

 

 

Actually this is controlled by sessionManager.html of ICCMP_CCS. If you don't want this standard behavior, then a modification of the places in following screenshot need to be considered which is not recommended by SAP.

 

1-1.First, Event handler OnInitialization of BSP application ICCMP_CCS -> sessionManager.htm will check if you currently have an IC WebClient session open with communication channel services active or not.

2Capture.PNG

If yes(you currently have an IC WebClient session open with communication channel services active), then system will retrieve the option texts of communication channels session and display this 3 options for you to choose.

3 Capture.PNG

Then according to your selection of this 3 options, event handler OnInputProcessing will decide which session you will be log in or log out.

4 Capture.PNG

 

2. possible cause if this Communication Channels Session selection view is wrongly displayed.

 

 

2-1. This view can be also displayed if the CTI session was not correctly closed in the last IC session. Please make sure you have ended your last sesion by using "Log off". Please make sure no errors and problems from CTI side. You can take an ICI trace and httpwatch trace to analyze further.

 

2-2. You can consider following notes which will resolved the issue that the session is not logged off correctly.

 

1614722 - CRM-IC: no logoff from CMS (CTI)

1775765 - CRM-IC: no logoff from CTI after pressing the logoff button

1977820 - Cannot Login after a successful Logoff

1988999 - Logo does not appear

 

 

Best Regards,

Bruce

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Translate Telephony text in SAP CRM

February 25, 2016, 7:07 am
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Hi Experts,

 

Where can I configure the transalate of the text displayed in the Right Contextarea (Communication) in Interaction Center ?

 

Terms like "Dialing", "Connected", "Alerting", "Phone", etc...

 

Regards

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IE11 issue with CRM Interactio Center - image flickering

February 25, 2016, 2:05 am
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Hi all,

i have an issue with Internet Explorer 11 32 bit version on windows 7 professional edition, when I use CRM interaction Center.

I have a CRM 7.03 on SAP Netweaver 7.4 SP6.

Our developer have inserted an image in the email body of interaction center. But when the email form is loaded, all the text (automatically created) is showed fine but the image (also automatically inserted in according to agents input in the previous steps ) is flickering, is blanking, in particoular when i pass the mouse on it. I have already seen the SAP notes 1746385 1672817 1903267 but i think is a configuration error of the broser because i have not this issue with Google chrome browser.

I have read some forums tath talks about the Flash add-on on IE11, the compatibility mode view, the reload of a chached content, but their solution does not work for me.

Anyone can heps me?

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new disconnection document creation not working

March 18, 2016, 1:17 pm
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Hi Experts,

 

Please could you help me on the below error.

 

This is related to One of the custom Business Role copied from :UTIL_IC_REG--Utilities IC Agent Role.

 

After logged into this role, I am trying to create a New Disconnection Document on Premise  , It is not responding at all.

 

But in Standard Business Role , UTIL_IC_REG, I am able to create a New Disconnection Document on Premise.

 

 

Please could you help me on this.

 

Thanks

Madhu

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How to save Transcript in table Z

February 23, 2016, 3:54 pm
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Hello Experts

 

 

I hope help me, i need save transcript, in a table Z and my question is

 

 

exists some table or fm to extract the information??

 

I need questions and answers

 

2016-02-23_17-45_Transcript.jpg

 

i'm developing a program z, but not where to get the information

 

Thank you very much

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SAP CRM HR requests and Inbound number ranges

March 21, 2016, 7:46 am
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Hi Experts ,

 

I wanted to know where are the number range setups for the below two objects:

 

Inbound Emails:

Emails.JPG

HR requests(This is nothing but a custom Z service order , table CRMC_PROC_TYPE):

HR request.JPG

HR request type.JPG

Basically wanted to know how/from where the number ranges can be re-set for these two object types.

 

Regards,

Abhishek Kokate

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Chat functionality in CRM 7.0 Ehp3 with portal front end

March 21, 2016, 9:30 am
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Hi,

 

We are planning to implement chat functionality in our IC. Our CSC agents use IC interface, but end users use portal interface as front end. Is it possible for an end user to initiate chat from portal so that agent will be able to pick it up from their agent inbox?

 

Any pointers will be helpful!!

 

BR - Arjun

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Live Chat functionality for eservices portals & websites

February 8, 2016, 1:07 am
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Hello Experts,

 

Discussions have been initiated by one of our customer to implement Live Chat functionality in for their customers & prospects in eservices portal & websites and integrate it with SAP CRM. We proposed to go for Avaya CRM Connector since they already have CTI with Avaya. But they would like to hear about other options even if it incurs some extra cost.

 

Appreciate your valuable inputs on this.


(Points will be rewarded for sure)


Regards,

Mathy

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SAP IPC

March 23, 2016, 11:45 am
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Hello Folks,

 

I am in the IPC XCM trying to set up the configurable products for the CRM trasaction. I am in the XCm set up menu, but I am not able to create a custom application component for the SAP's crmordermaintain or crmproductcatalog. If I click on configure or edit on the top right buttons,there is nothing that happens. Is there anything that I am missing?

 

xcm.JPG

 

 

Thanks,

PG

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SAP CRM for Car Manufacturing Company

March 28, 2016, 4:38 am
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Hi Champs,

 

My client is car manufacturing company and they are willing for SAP CRM Implementation independently for following scenarios:

 

  • Customer maintenance and complete data tracking of each customer (Customer will be the owner of the Honda car)

 

  • Services/Maintenance record of each car

 

  • CRM access will be given to dealer so that they can do data entry and maintain record of each car.

 

  • No financial link of SAP CRM with SAP Financials since money will be given to the dealer and they don't want to track that.

 

 

Looking forward for all of your cooperation.

 

 

Thanks

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Inbound Email Integration with a Mailbox hosted on office365

November 21, 2012, 9:40 pm
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Hi,

 

We have a requirement of routing inbound emails sent by customers to SAP system.The Mailbox is a hosted one on Office365.Microsoft states that Virtual SMTP routing done for on premise Office exchange would not work in this case.Only Solution which they state is downloading of emails by SAP using POP3 server.

 

We are facing challenge as SAP has stated it supports only smtp integration and it is business critical for us to route emails to SAP and attach them to customer interaction using ERMS.

 

Please suggest a solution which may work in this case.

 

Regards,

Pratyasha Shishodia

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Implementing Badi for CRM IC

October 31, 2014, 12:56 am
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Hi,

 

User don't want empty interaction record to be created. I have found a badi which will restrict it. But I don't know how to use that BADI as am new to CRM. Please help me to use BADI CRM_IC_IARECORD to restrict record creation.

 

Thanks

Subin Samuel

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CRM IC webclient Warm Transfer

August 3, 2010, 1:36 pm
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Hi Guru's,

 

We are using CRM 2007 with genesys CTI in local government implementation. We are able to transfer customer information from Agent1 to Agent2, but the original interaction record(IR) is not transfered to Agent2. When the call is tranfered to Agent2 a new interaction record is created, the previous IR (Agent1's IR) can be picked up from the interaction history.

 

Below is the flow:

 

1) During the conversation between the ICAgent1 with the customer, the ICAgent1 click on "Warm Transfer" button

2) Popup with all Queues appears and ICAgent1 select the ICAgent2's queue and click on the Dial button on the popup

3) The ICAgent2 user accept the call ,  conversation starts between the ICAgent1 and the ICAgent2, customer details popup on ICagent2's screen, the customer remains on Hold.

4) The ICAgent1 selects "Transfer" button in the Queues popup, customer gets connected to ICAgent2.

5) Agent clicks on End button to end interaction.

 

Is it possible to pass the IR created by Agent1 to Agent2  using Warm transfer?

 

 

Regards,

 

Sam

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Tables for Multilevel Categorization selected in the Transactions

July 16, 2009, 3:02 pm
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Hello guys,

 

We are using CRM 2007 IC Web Client. I have set up Multilevel Categorization with 2 levels for Service Orders

 

Level 1: Motivo

 

Level 2: Central

 

When creating a Service Order, I choose both Level 1 and Level 2. And I want to know in which table I can find the both Levels I selected for each Service Order. I mean, I do not need the table with the categories (which I customized in the Rule Modeler)....I need the transactional table where I can find the Service Order ID and the Levels which were selected.

 

I performed a trace and I found a  the table CRMD_SRV_SUBJECT. However it only shows me the Level 2 for each Service Order and this has some logic because if I check in the GUI (by using transaction CRMD_ORDER) the service order I created in the IC Web, it only shows me One Level and it corresponds to the Level 2.

 

I hope you can help me!

 

Many thanks in advance!

 

Pablo

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Groupware 10.30

March 28, 2016, 2:35 am
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hi,

 

I am trying to integrate Microsoft Outlook 2010 and CRM (SAP CRM 7.0 EHP3).

Microsoft office is installed on my desktop but still in the prerequisite check it fails. Kindly assist  how can i resolve this.

groupware_error.PNG

 

Regards,

Priyanka T

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CTI Integration with ININ system

March 29, 2016, 6:01 am
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Dear All,

 

We are woriking on telephony Integration with ININ System. The RFC and the customizing recommended in the document BCM7 - CRM7 Integration has been Setup. Whenever the Agent Screen is launched, the underlying web services start communicating as well, which can be confirmed by the CRM_ICI_TRACE.

 

In case of an incoming call, the CTI Buttons are not bliniking. Did not find any simple way to debug the incoming call. Do we need the J2EE engine for this purpose? Any Input to debug the Inbound call is highly appreciated.

 

The CRM System used is EHP3.

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Vacant role search for projects

March 30, 2016, 2:20 am
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Hi All,

 

I want some information regarding the Vacant role search. We have to create a report where in when the Project lead search for vacant role , the search option should show only the roles of the resources assigned to the respective project lead, where as in our case the search will display all the resources available .

 

In which transaction can we check the resources and roles allocated to the particular manager.

In which table is these data stored.

 

I have checked the PPOM transaction in which it gives information about the reporting structure is there any other transaction which shows the roles.

 

Regards,

GVK

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Custom IC Event: Refresh Web IC

April 1, 2016, 7:02 am
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Hi Experts,

 

I need you help regarding one of the issues. The customer has connected SAP CRM IC Web with a 3rd party IVR solution

 

Requirement:

1. User gets a call on the IVR ( Accept and Reject is done using a 3rd Party Application on the desktop )

 

2. After receiving the call, a proxy is called which in turn call Web service. This Web service calls a custom FM in CRM

 

3. The user logs into the IC Web. Now my requirement is to confirm the Business Partner based on the telephone number received from IVR. There will be no user interaction on the IC Web after logging in.

 

I have achieved the above functionality by creating a custom IC event. I get the session id of the user. The custom event is subscribed in the IMPL class of the search component.

 

Now when the event is raised in the FM called by the Web Service, it comes to the handle_event and I confirm the BP.

 

Issue:

Now the issue is, the IC Web is not refreshed automatically. The BP is confirmed at the backend but the Web UI is not refreshed.

 

If I click anywhere on the navigation bar or anywhere( a server round trip happens ) and i can see the confirmed BP.

 

Could anyone tell me how can i reload the Web UI?

 

Thanks

Mahesh Punhani

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Duplication of Categorization schema

April 1, 2016, 1:13 am
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Hello Experts

I defined Categorization schema


category 1 has in number 1

               category 2 has in number 2 drop downs

                             category 3 has in number 10 drop downs

                                           category 4 has in number 20 drop downs


i created for category 3 has in number 10 drop downs and copied to 2 drop downs in category 2

i created for category 4 has in number 20 drop downs and copied to 10 drop downs in category 3


but while testing i can see categories .if i select each by category wise ,those categories are tripping (Jumping to other category)

Below warning message iam getting

Category ID "CA_131" is not unique ( 2 occurrences)


Since i copied Category nodes to Rest , seems it is not unique, so i changed category ID manually for few

then above warning message disappered for that category node


but should i change Category to all Since i copied to other Category nodes. it is difficult for me and killing time


kindly suggest any other alternate solution other than manual change of Category ID's


Regards

Chinna



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