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SAP CRM 7.0- IC Automaitc Number Identification issue

April 14, 2010, 1:09 am
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Hello All,

 

We are currently facing problem in automatic account identification in SAP CRM IC webclient. (connested with external CTI vendor).

When inbound call comes system displays number for eg. +011223232, if we store telephone number with BP, 011223232, system says no account identifies, but if we store number with +011223232 system identifes the account.

As per our understanding, + should not be maintained with telephone or mobile number in BP master data as system gives warning.

 

So what is possible problem, is it related to CTI problem or something worng in SAP configuration...

 

Ithanks in advance..

 

Sufi

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CTI: Approved/supported telephone systems

April 14, 2016, 5:48 am
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Hello *,

 

I did not find any SAP information about approved/supported telephone systems.

I assume not all available systems are compatible with SAP CRM (Interaction Center).

 

Thanks for the support in advance.

 

Kind regards

Thomas

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Transaction launcher window closes when ending interaction

November 11, 2011, 2:28 am
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Hi,

 

I have created a launch transaction which is launched from a logical link in the navigation bar. The launch transaction is opened in a new window. When the agent presses the End button in Interaction Center, there is a pop-up saying that "there are active launch transactions, would you like to close them automatically?". If chosing OK, the launch transaction window closes, if chosing cancel the interaction is not ended and the launch transaction window is still open.

 

Is there a way to end the interaction without closing the launch transaction window?

 

Best Regards

Krister

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Incorrect value of Attribute PERVERBR (component IUICPT) is being passed

May 3, 2016, 2:25 am
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Hi Guys,

 

We have defined few rules for value of attribute G-OFFRE in the configuration of some products (COMMPR01)

These rules are based on value of attribute PERVERBR (component IUICPT).

For example,

If value of PERVERBR lies between 0-10 then the value to G-OFFRE will be F1

If value of PERVERBR lies between 11-20 then the value of G-OFFRE will be F2

If value of PERVERBR lies between 21-30 then the value of G-OFFRE will be F3 and so on..

 

In the process of product change when screen for new line item loads for the first time, the G-OFFRE value always loads as 'F1' i.e. the value of PERVERBR is taken as Blank/0. But if we re-enter the value of PERVERBR and press enter then G-OFFRE is recalculated correctly.

I am not able to find the reason for this.

 

Can anyone tell me how the configuration of the product/service from COMMPR01 is applied to new line item.

If we can check this configuration call, then we can exactly check what value of PERVERBR is being passed.

 

 

Note: Product change process is copied from below classes

         

 

Thanks,

Anjali

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Why max. results field does not show up in Account identification search screen

May 4, 2016, 8:44 am
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Hi All,

 

The account identification  results max hits is set to a value in the back-end configuration. In my case it is 100.

 

But  if we are trying to  identify an account  for whom we are not aware of its first name and search by its first letter of the name ( just a wild search), the results are populated as more than 100 account found. But there is no field to key in a user defined max result nos. same as what is available in Agent inbox search.

 

The reason I am comparing Account identification screen with Agent Inbox search screen is because for both we are setting  a limit to the max hits in the back end.


My questions are :

 

1) why for Inbox search the user has option to key in results nos where as in identify account not ?

 

2) In agent inbox even if the max results field is available it  cannot be changed by the end user as it is set in the back end configuration and is restrictive.

 

3) Is there a way to have the field of max results appear on account identification screen and is it restrictive or user have the ability to increase the max results  if they want to ?

 

 

Account Identify search results when searched with first letter of the name :

 

There is no field of "Maximum number results" as its available in inbox search.

 

Account identification results list.png

 

Inbox search results:


"Max number results" field is available but the user does not have flexibility to modify it as the system flips it back to 100 .


Inbox search results.png

 

   

  Account Identification /Inbox search max hits settings in configuration:


Back end setting for max hits for account identification.png



inbox max search hits settings.png



Looking forward to your comments.


Shilpi


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Few fields are not getting populated in work center 'Billing Overview' in CRM Web UI

May 5, 2016, 11:28 pm
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Hi,

 

In SAP IS-U CRM environment, post copying business role UTIL_IC_REG in Web UI. When I am entering the business partner number I am getting all the required details in the defined work centers.

 

And, when selecting work center 'Billing' to go on 'Billing Overview link' there I am able to see Bill Number, Bill Date, Due Amount, Billing Period, Billing Days but on the same screen the fields such as Contract/Division, Rate Category, Device Number, Meter Reading, Meter Reading Reason etc are not being populated.

 

Hence, please give me some idea on this to it resolved without enhancing the component.

 

Thanks in advance.

 

 

Regards;

Jai

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Add Subject Profile Categorization in Document Change History

May 6, 2016, 4:07 am
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Hello,

 

We have multilevel subject profile categorization in Service Tickets but the subject profile is not shown in document change history.

How can I add subject profile category in the Change History. when Ichange the category,the changemust be reflectedin thechange history (CDHDR, CDPOS tables).

 

Regards,

Hari

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Adding returns order in standard Sales Order assignment block

May 10, 2016, 12:20 pm
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Hello All, In our current interaction center, Sales Order assignment block displays list of standard 'OR' sales order created in ERP. Standard OR sales along with 'RE' returns orders are replicated in CRM back-end but does not show in Web UI. My question is, Is there any way I can also show returns orders in Sales Order Assignment block? If yes, What do I have to do to make returns order display along with Standard Sales order? Thank you in advance.

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Create a New Alert if Max Sessions Opened

May 10, 2016, 7:06 am
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Hi all,

 

I want to raise a alert message IC Home Page When click on New Session if maximum user HTTP Sessions( for ex : 5 Sessions ) .

 

 

Custom Alert.png

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What does "Relation Type" mean?

May 9, 2016, 11:32 pm
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If you are going to check the interaction record for a confimred BUPA, you are about to open it from Account Overview section.

Then in this interaction record, you can see assignment block "Transaction History". Then we see same transaction type with same ID are doubled, but with different relation Type. can anyone tell me what does it mean for "Relation Type" here? what's the difference between those relation types?

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How to get value of email from contpersaddressvalnode

May 11, 2016, 9:24 am
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Hy all ,

 

I need your help in BOL programing for a request that consists to get the value of email when creating a related contact in WEBIC and do some checks:  :

 

email.png

 

 

The component of this screen is the ICCMP_BP_CP :

 

ct.png

 

So i redefine the methode do_validate_input and i put this code :

 

****************************************************************************************

DATA:  lr_window_controller TYPE REF TO cl_bp_cont_mainwindow_impl,

           lr_msg_service       TYPE REF TO cl_bsp_wd_message_service,

           lr_entity            TYPE REF TO cl_crm_bol_entity,

           lr_col               TYPE REF TO if_bol_entity_col,

           lv_email             TYPE ad_smtpadr ,

           gt_contacts TYPE TABLE OF string  ,

           ls_contacts LIKE LINE OF gt_contacts .

 

 

lr_entity ?= me->typed_context->contpersaddressvalnode->collection_wrapper->get_current( ).

 

TRY.

 

   lr_entity ?= lr_entity->get_related_entity('BuilStandardAddressRel').

 

CATCH  cx_crm_genil_model_error.

    RETURN.

  ENDTRY.

 

IF lr_entity IS BOUND.

 

 

  lv_email = lr_entity->get_property_as_string( 'E_MAILSMT' ).

 

if lv_email = '.....' .

 

display popup ...

 

endif .

 

********************************************************************************************************************

In webui screen , when i try to save a contact , i have this exception ;

 

 

error.png

 

Thank you by advance 

 

 

Hasnaa .

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KBAs, Notes and Other Stuff for CRM IC

June 14, 2013, 3:10 am
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Latest Update (05 2016): new SAP Note 2303616 improves front end side printing for the new version of the rich text editor.


Latest Update (04 2016): New SAP Note 2161288 introduces a report CRM_IC_CHECK_CUSTOMIZING which helps SAP support to more easily get an overview on CRM IC business role customizing and related system settings and offers links to related documentation. Implement the SAP Note before opening an incident.

 

 

Collection of helpful stuff related to CRM IC - disclaimer: if it is not mentioned it does not mean, it does not exist !

 

GENERAL

 

TypeLinkTitleAbout
Note2161288

Introduces a report which allows SAP support to better get an overview on CRM IC business role customizing an contains links for related documentation

Troubleshooting
Note2167770 Introduces a parameter which allows to switch on tracing of IC events in CRM ICI TraceTroubleshooting
KBA2161942How to adjust the Layout of a CRM IC Webclient Business roleConfiguration
WIKIwiki How to launch CRM IC WebClient from the portal (external integration)Configuration
KBA

2097237

Usage of IE11 for CRM Interaction CenterSystem Behavior/Setting
KBA1945312

When working in several browser tabs, browser windows, you are encountering time errors UPDATED

with reference to Important Note: 2204431

System Behavior

KBA

Note

1849381

2094150

How to debug CRM WebUI using Conditional Breakpoints
Conditional breakpoints for IC events		Troubleshooting
KBA1836437How to set up an IC Agent role - technical prequequisites from customizing point of view

Customizing

KBA1822403How to enhance a global custom controller for CRM IC Webclient

Enhancement

KBA1757252How to analyse problems related to session loss or logoff in CRM WebUITroubleshooting
PDFCookbookCRM Interaction Center Consultant's Cookbook – “Maximizing User Experience”Configuration, Enhancement,
Performance
SCNDocumentWebUI Navigation guideSystem Behavior
KBA1877764Rule evaluation does not work after a kernel upgrade - problems with ERMS, alerts and order routingBug
SCNBlogTips and Tricks - Troubleshooting CRM (Interaction Center)Troubleshooting
Note1899896Security Sessions / Application Sessions - and its timeoutSystem Behavior/Setting
Note1877120

CRM-IC: session timeout issue with CRM 7 EHP1 and higher. It introduces a new warning popup which is displayed before timeout.

Bug/Feature
KBA1866327CRM IC: How to identify root cause of a session in SM04 when working with a CRM IC business role and steps for resolving in case of errorsTroubleshooting
Note1295006Mandatory SICF services for IC WebClientConfiguration
BlogSCNEHP3: Replace polling in CRM Interaction Center by ABAP Push ChannelNew/System Behavior
Note1962301Trouble shooting guide for using the ABAP Push Channel in the Interaction CenteTroubleshooting
Note2067125Connection instabilities in Web Dispatcher if Internet Explorer 9 is usedTroubleshooting

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

TypeLinkTitleAbout
SCNBlogEverything you need to know about the Interaction Record in the CRM Interaction Center ( Gert Tackaert)SAP standard
Note2039600 Display activity clipboard in the L-ShapeNew feature (CRM 7.0 EHP3)
SCNBlogTracking Customer Interactions, a New Feature and  “End is your friend”System behavior, tipps, new feature
KBA1861150 How to prevent saving of business transactions when pressing END button if mandatory fields not filled.Configuration/Enhancement
SCNBlogSAP CRM Interaction Center: A hitchhiker’s guide from a process perspective (Carsten Busch)Big Picutre

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

TypeLinkTitleAbout
SCNBlogConfiguring SAP SMTP service (Tobias Hofmann)Setting Up SAP SMTP service
KBA1850076ERMS inbound E-Mails: Error when processing node '0000000004' (ParForEach index 000000), no agents foundTroubleshooting ERMS inbound mail -
agent assignment
KBA1846041How to analyze why an ERMS inbound E-Mail is not found in the agent inbox

Troubleshooting ERMS inbound mail -general

KBA1861250ERMS inbound E-mail containing a tracking text does not get linked to the service ticket/service request mentioned in the tracking text

Troubleshooting ERMS -
ERMS Threading

Note1900772New note available for CRM 7.0 EHP2 and higher which helps to use E-Mail header fields in ERMS rulesNew feature
WikiHowToHow to set up Threading in ERMS

Customizing/Confguration

 

Agent Inbox (CRM-IC-UNI):

TypeLinkTitleAbout
Note882653Frequently Asked Questions (FAQs) about the Agent InboxFAQ
Note1464849Email, Fax, Letter search in Agent InboxSystem design
Note1279836Agent Inbox: due-date calculation for CRM documentsEnhancement
Note1375170Agent Inbox: Performance workitem (Email,Fax,Letter) searchEnhancement
Note1860886Performance of CRM order search when using CRM_IC_INBOX_BADIProblem
SCNDocumentHow to Integrate a New Item Type into the Agent InboxEnhancement
SCNDocumentHow to Integrate a New Search Attribute into the Agent InboxEnhancement
SCNDocumentHow to Integrate New “Result List Attributes” into the Agent InboxEnhancement
SCNBlogStep by Step to debug IC inbox workflow WS14000164Analysis
KBA1878526E-Mail Status in Agent Inbox on Ending customer interactionCustomizing/Confguration

 

 

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

TypeLinkTitleAbout
Note

1677637

1739325

Preequisite before running report RSBCS_REORG - Linkage of outbound E-Mails

to business transactions

Bug
KBA1823519E-Mails in CRM: how to figure out the right component for note/KBA search and creation of support messagesGeneral Info/Support
BlogJohnBurtonHow to transport mail formsNew function
Note1921115A new parameter profile for BTF Editor toolbar buttons and print button allows hiding of one of the print buttons (for
CRM 7.0 EHP1 and higher)		New function
KBA1932351

Problems with images in CRM Interaction Center outbound E-Mails (type INT)

Troubleshooting
KBA1961256

How to Define a Default Font for HTML Outbound E-Mails in CRM Interaction Center (type INT)

Enhancement
KBA2086866Special Characters in Display Name & new SAP Connect address check: when replying to or forwarding an E-Mail in the CRM Interaction Center, you get a dump or error message Troubleshooting
KBA2086590 When displaying an HTML Inbound E-Mail in CRM IC, HTML content, attachment or images are not shownTroubleshooting
NoteBlogUnderstanding the Behavior of CRM UIU Views in ICSAP Standard
Note2303616improves front end side printing of IC E-mail using new version of rich text editor (rteMCE)Improvement Note
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In production issue i could not able to update the new mobile number on individual account page?

May 12, 2016, 9:18 pm
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Hi Team,


I am facing the problem on production ,in account page-for individual account -if i try to update the mobile number field the new number getting saved,but when we edit the BP ID again it show old mobile number.

 

Could you please help here to solve the issue.

 

Thanks & Regards

Kalpana

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Action Assignment Block in SRVR

May 16, 2016, 3:07 am
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Dear Champs,

 

I am willing for using ACTION Assignment Block in Service Request (SRVR). Initially, I could not find any ACTION Assignment Block through Personalize option . Then I click on configure page and from there Move Action Profile Assignment Block in to Displayed Assignment Block Option  (See screen Short 1) . But after saving that configuration I can not find ACTION Assignment Block in Personalization (See screen short 2).

 

Please guide me how I can get Action Assignment Block ?

 

 

Looking forward for your cooperation.

 

 

Thanks 

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How to read the values of FM CRM_DOC_FLOW_READ_DB?

April 26, 2016, 4:09 am
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Hi People,

 

Reading values from the FM for a single GUID is done but is there any way in which I can pass multiple GUIDs to get there data at once since the number of GUIDs that I need to fetch the data for is a huge one , so it'll be difficult to pass individual GUIDs one by one.

 

Thanks

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How to read the values

May 28, 2007, 4:07 am
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Of the function module CRM_DOC_FLOW_READ_DB?

 

I do not know how I can get the value of the importing:

IMPORTING

                 ET_DOC_LINKS                = ZCRM_RETURN_DATA.

  •                 ET_DOC_FLOW_PLNK_ATTR       =

 

Thanks for your answers.

Deniz.

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My Worklists and General Search not working!

May 18, 2016, 12:00 am
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Hello All,

 

I've a strange issue where the end-user is not able to find any tickets assigned to her in "My Worklists". Also, there are no results being displayed when the ticket search is being performed with her id as the "Owner ID", though there are pending tickets on her ID.

 

When we log in with the same role as end-user and try to search for tickets assigned to her with her ID in "Owner ID", even we are unable to retrieve her tickets. But when we log in with another generic role, we are able to get the search result for her ID and show all her tickets including pending/closed.

 

Unfortunately, we cannot do a debug session in production and cannot know the exact reason behind this. I've tried to debug the CL_CRM_Q1O_SEARCH->Get_result_values and GET_RESULT_GUIDS methods and also the Function Module CRM_BSP_OIC_1O_SEARCH_FROM_RF to understand how the tickets are retrieved in My Worklists. But this was of little help and we could not figure out much.

 

Any help on what could be the root cause or how to proceed would be of much help.

 

 

Regards,
Satya

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Help required in retrieving the category1 & category2 values for CRM SR

July 29, 2010, 8:53 am
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Hi Friends,

 

We are currently working on a requirement where in we need to update the status of Service request having the external reference nbr that is coming from back end ECC System. This number is already stored in the CRM Service request document. The external reference field is added through AET Tool.

 

The backend application calls our CRM RFC FM and passes the external reference nbr as input parameter. We are trying to query the CRMD_ORDERADM_H table with the external reference number  and get the list of all service requests having this number. Now we need to select only those service requests having the category1 as Order and category2 as block.

 

We have found the table CRMD_SRV_SUBJECT but not able to find the link table that connects the GUID of service request with GUID of CRMD_SRV_SUBJECT.

 

Any pointers on this would be of great help.

 

Thanks,

Udaya

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Personnel Callback issue in SAP

May 18, 2016, 10:13 pm
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Hi Gurus,

We have and issue with personnel call back functionality with Gplus and genesy. Below are steps with issue details

  1. 1Outbound Agent logs in in Progressive withseizingcampaign
  2. 2.Agent getsseizing call
  3. 3.Agents gets Customer call
  4. 4.Callback preview message is sent to SAP while agent in call withcustomer
  5. 5.Agent hangs-up customer call
  6. 6.Agent wrap-up call
  7. 7.SAP displays Callback information--Accept button is blinking
  8. 8.Agent chooses :

a)to accept callback (OCS dials and agent isconnected to call)

b)To reject call (OCS reset record to bedialedlike new)

  1. 9.Agent processes call as anyother Outbound call

My issue is why the 'personnel callback' is getting triggered if the agent is in Wrap Up mode. No event should be sent to SAP if the agent work mode is either in-call or wrap-up.

Please let me know if any addtional info is req. Attached is the screenshot for details

 

Thanks,

Bhushan

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Facebook integration issue

May 19, 2016, 3:50 am
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Hello experts,

 

We have integrated Facebook with SAP CRM. We are getting the posts in Agent Inbox. But, when we open the post and click 'Reply' button, the screen is blank. Can someone please help us understand the issue?

 

Thank you.

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