Hierarchy
BBPCRM (Software Component) BBPCRM⤷
CRM-CIC (Application Component) Interaction Center WinClient⤷
INSC (Package) Application Development R/3 Plant Maintenance Customizing
IMG Activity
| ID | CIC_V_CCMCSEARCH | Define Profiles for Search Strategies |
| Transaction Code | S_ALR_87001232 | IMG Activity: CIC_V_CCMCSEARCH |
| Created on | 19981222 | |
| Customizing Attributes | CIC_V_CCMCSEARCH | Define Profiles for Search Strategies |
| Customizing Activity | CIC_V_CCMCSEARCH | Define Profiles for Search Strategies |
Document
| Document Class | SIMG | Hypertext: Object Class - Class to which a document belongs. |
| Document Name | CIC_V_CCMCSEARCH |
This component displays detailed data for a contact (caller). CIC can determine details from automatic number identification (ANI) and display them automatically when the phone call arrives. Or, the agent can search for details manually if there is no ANI or if ANI could not uniquely identify the detailed data.
SAP delivers three Search and Display views. Customizing enables a company to select the view that best fits their business.
The views are:
- Customer Data
- Customer and Contact Person Data
- Employee Data
The object types filled in the Business Data Display when contact is identified and verified are:
KNA1 (Customer) for Customer Data view
KNA1 and BUS1006001 (contact person) for Customer and Contact view
BUS1065 (employee) for Employee Data view
(This object type can be specified in the data flow of Action Box customizing, in case a business transaction is to be pre-filled with customer data.)
(For ANI to function, Central Address Management must be specified in SAPphone workstation settings for the individual agent. This indicates to SAPphone that phone numbers are to be looked up in Central Address Management.)
Currently, only one field, Automatic Continue, should be changed when customizing this component. Selecting this field indicates that manual identification is not required and that the functionality of the manual identification button should be executed automatically.
The other customizable fields are closely associated with the actual programming in Contact Search and Display and should not be changed, unless for a custom-built component.
SAP delivers three Contact Search and Display profiles. One, CSCUSTSETUP, contains the settings necessary for ANI lookup and the Customer view. The second, CSCUSTCONTACT, contains settings for ANI lookup and the Customer and Contact Person view. The third, CSEMPSETUP, contains settings necessary for the Employee Data view.
Walkthrough of customizing screens
The initial screen lists the profiles already available. The details screen on this level has a profile name (text field) and a field for specification of the CREATE function module, the function module that initializes a specific view (subcomponent) at runtime. SAP delivers three function modules specifically created to perform initialization of a Contact Search and Display view:
CCMCS_SD01_CREATE, which initializes the Customer view
CCMCS_SD02_CREATE, which initializes the Customer & Contact Person view
CCMCS_HR_CREATE, which initializes the Employee Data view
The second level lists the available search types for a specific profile. The search type is a freely definable name, with one exception. ANI is a search type that must exist for ANI lookup. Other fields are Search Help name (Matchcode) and Hot Key, which determine what can be searched for. Search Help and Hot Key are defined in the Data Dictionary. Finally, Automatic Continue determines whether an agent must press the manual identification button or not.
Search Help and Hot Key are mandatory for search types that utilize Search help functionality. They should not be specified for ANI search or for any custom search not using Search helps.
The third level maps screen fields to Search help fields. Every input field in the Contact Search and Display View screen is related to the corresponding field in the Search help.
Business Attributes
| ASAP Roadmap ID | 105 | Define functions and processes |
| Mandatory / Optional | 2 | Optional activity |
| Critical / Non-Critical | 2 | Non-critical |
| Country-Dependency | A | Valid for all countries |
Assigned Application Components
| Documentation Object Class | Documentation Object Name | Current line number | Application Component | Application Component Name |
|---|---|---|---|---|
| SIMG | CIC_V_CCMCSEARCH | 0 | ALR0000137 | Customer Interaction Center |
Maintenance Objects
| Maintenance object type | C | Customizing Object |
| Assigned objects | ||||||
|---|---|---|---|---|---|---|
| Customizing Object | Object Type | Transaction Code | Sub-object | Do not Summarize | Skip Subset Dialog Box | Description for multiple selections |
| V_CCMCSEARCH | C - View cluster | CICP | 0000000000 | Contact Search Configuration |
History
| Last changed by/on | SAP | 19990327 |
| SAP Release Created in |
