SAP ABAP IMG Activity PAOC_EIC_035 (Define Profiles for Communication Management Software)
Hierarchy
☛ EA-HRGXX (Software Component) Sub component EA-HRGXX of EA-HR
   ⤷ PA-EIC (Application Component) Employee Interaction Center
     ⤷ PAOC_EIC_IMG (Package) Employee Interaction Center: IMG
IMG Activity
ID PAOC_EIC_035 Define Profiles for Communication Management Software  
Transaction Code S_AEN_10000619   (empty) 
Created on 20050316    
Customizing Attributes PAOC_EIC_OPT   Employee Interaction Center (EIC): Optional Activity 
Customizing Activity PAOC_EIC_035   Define Profiles for Communication Management Software 
Document
Document Class SIMG   Hypertext: Object Class - Class to which a document belongs.
Document Name CRM_IC_024    



Use

In this Customizing activity, you define profiles for the communication management software (CMS) that you use in SAP Customer Relationship Management (SAP CRM). You define CMS profiles so that the CMS can manage the communication channels for chat, e-mail, and telephony that you use in SAP CRM. You then assign the CMS profile to a business role and to the CMS system.

For each CMS profile, you can define the following:

  • Whether users log on automatically or manually to the CMS when they log on to SAP CRM using a business role enabled for communication
  • Whether the presence status of users is displayed in assignment blocks related to business partners

    The presence status is retrieved from the CMS. Depending on the presence status of a user, different options for collaboration with this user are available, such as triggering a call to the user's cell phone.

You can also integrate CMS functions in SAP CRM business roles. You do this by defining CMS integration profiles and then assigning them to business roles. You define CMS integration profiles in Customizing for Customer Relationship Management under Basic Functions -> Communication Management Software Integration -> Define CMS Integration Profiles.

Requirements

  • You have defined a remote function call (RFC) destination to the CMS in the Customizing activity Define RFC Destinations for CMS in Customizing for Customer Relationship Management under Basic Functions -> Communication Management Software Integration.
  • You have defined CMS connections on the SAP Easy Access screen under Interaction Center -> Interaction Center WebClient -> Administration -> Communication Management Software -> Interface Settings -> Maintain Communication Management Software Connections.
  • You have defined CMS channels and queues on the SAP Easy Access screen under Interaction Center -> Interaction Center WebClient -> Administration -> Communication Management Software -> Maintain System Settings. Make sure you use the same CMS system ID as the one you have set in Maintain Communication Management Software Connections.
  • If you want to allow agents to assign themselves to channels and/or queues at runtime from the Agent Dashboard, check with your CMS provider whether your connector version supports the assignment to channels and/or queues by agents at runtime.

    Note: You have to make sure you have the correct WEBCUIF system installed. For more information, see SAP Note 1628588.

Note: You must make these settings for each system instance, for example, development, test, and production.

Standard settings

The default CMS profile SAPCCS (FOR CONNECTION TO CONFIGURED SAPCCS) is delivered though it is not assigned to a business role. To make the communication channel services available, you have to assign the default CMS profile or a CMS profile that you have defined to a business role.

Activities

  • Enter a CMS profile ID and description.
  • Define whether users are logged on automatically to the CMS when they log on to the CRM WebClient UI or if they have to log on manually to the CMS.
  • Define whether the presence status of users is displayed in all assignment blocks and views related to business partners.
  • Assign the CMS profile to a business role using the Customizing activity Define Business Role.
  • Assign the CMS profile to a CMS system on the SAP Easy Access screen under Interaction Center -> Interaction Center WebClient -> Administration -> Communication Management Software -> Assign Profiles.
  • If you want to allow agents to assign themselves to channels and/or queues at runtime using the Agent Dashboard, you have to change the settings under Manual Channel and Queue Assignment.
  • If you want to use a dropdown list containing all available work modes, you have to change the setting under Work Mode Selection.

    Note: You must make these settings for each system instance, for example, development, test, and production.

Example

Business Attributes
ASAP Roadmap ID 204   Establish Functions and Processes 
Mandatory / Optional 2   Optional activity 
Critical / Non-Critical 2   Non-critical 
Country-Dependency A   Valid for all countries 
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
CRMV_IC_CCPRO V - View CRMC_IC_MCM_CCPRO  
History
Last changed by/on SAP  20050422 
SAP Release Created in 600