View customer data sheet from the call list in Web IC Agent
Hi gurus!Is it possible to view customer data sheet from the call list in Web IC Agent?I've created call list. Now I can see the list of clients. But I can not view customer data sheet.I need to have...
View ArticleCall attached data is not working in CRM webui
Hello Sap Crm Call center Experts, We have a requirement to display CAD (call attached data ) to CRM IC WebClient for incoming call. When a in bound call comes to customer representative,he can see...
View ArticleAssigning Issues to a group or queue in Interaction Center
We have a requirement to create Issues in Interaction Center that are assigned to a group or queue, not to a specific person responsible. In this way, the Issue can be worked on by any agent that may...
View ArticleMaintenance of Standard Text
Hi All,I have a requirement to provide a UI for the standard text. Please let me know what approach is the best one.The standard text contains HTML tags as the standard text would be ultimately mailed...
View ArticleERMS and Bounce Management
Hi, We are using ERMS within a customer service. In our setup we send an auto-acknowledgement to the sender of any incoming email. This is problematic in case of bounce emails because the that can lead...
View ArticleValue in dropdown is geting cleared on webui when editing the page
Hi experts, I have a come across a problem,where we have a field which has GET_P and GET_v implemented. But when we are trying to open the filed in eidt mode field has values in dropdown but when...
View ArticleSAP ERMS workflow Not getting triggered
Hi Gurus, I have done SAP ERMS set up to recieve incoming mails and route it to Respective agent in SAP CRM IC, I achieved this in my Developement system , however moving to Production environment...
View ArticleAccess Control Engine set up in marketing attribute assignment block
Hi Collegues, I'm a junior consultant at CRM, I'd to set up the marketing attribute assignment block for the administrators to maintenance on WEB UI.Could you please help me for customizing the rules,...
View ArticleAutosuggest solution : what elements in IDI rule ?
Hi everyone, I am trying to link changing categories on claims with autosuggestion of solution in interaction center. What elements should I set in the IDI rule in terms of : - IC events...
View ArticleDelay the Transaction Launcher Window
Hi Friends, We have a usability issue with Transaction Launcher. Scenario:- We are using Transaction Launcher to create customers in ECC system from CRM Web UI. We are not able to note the customer...
View Articlescreen pop issues after CRM EHP2
Experts, We were previously on CRM 7.0 EHP1. We just moved to EHP2 in our prod env. Since then, "some" of our call center reps report the following: Some do not get any screen pops. ICweb does...
View ArticleBroadcast message issue after EHP2
After installing EHP2 broadcast messaging is appearing along the bottom of the Web IC with the message "Please wait while fetching data..." How can this be stopped as broadcast messaging is not...
View ArticleIncreasing length of drop down in webui
Hi experts,I have converted check box in to drop down list for a particular field. It have Yes No & Blank line as selection options. Since it is having a domain of data type char 1, lenght of the...
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Instant Messaging in CRM - Not able to access from outside network
Hello Experts, We are currently using "Broadcast messaging" functionality from Interaction Center.call center agents from our client network is able to access broadcast messaging. We have a 3rd party...
View ArticleIC Follow Up Txns
Dear All, Currently we have disabled automatic creation of Interaction record via BADI. - In the Business Txn profile we have assigned all the Custom activity Type txns.- However when we open already...
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Creating an ERP Credit Memo Request from CRM Complaints?
Hi Guys, Our client wants to raise a credit memo request in relation to a complaint raised by a customer. This is used as a mechanism to compensate the customer a specific amount. The credit will be...
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Interaction Center Header Box Area Disappers
Hi Experts, I have copied the Default skin to custom one. Now when I select custom skin in UI then the Header Boxes are not getting highlighted although its working fine with default skin.I have...
View ArticleProblem with Delivery Service Notification (DSN) send to SAP
Hi @all, i have a problem to send a DSN to SAP over SMTP.Always when i send a DSN to SAP i get the error "554 Cannot process message in SAP System". When i send a normal Email to SAP, it works. Can...
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Email Reply - Subject not maintained
Hello We are using CRM 7.0 and having an issue on the agent inbox. When an agent replies to an email - the subject line changes to "Reply to" and does not keep the original email address. Example...
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Adding characteristics into reporting area for Interaction Report
Hello Experts, I am trying to add an additional characteristic for standard reporting area such as "Interaction Records" and "Activities". I followed help portal procedure:...
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