SAP ABAP IMG Activity PAOC_EIC_042 (Define Profiles for Interaction Center Toolbars)
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_042 Define Profiles for Interaction Center Toolbars  
Transaction Code S_AEN_10000637   (empty) 
Created on 20050317    
Customizing Attributes PAOC_EIC_OPT   Employee Interaction Center (EIC): Optional Activity 
Customizing Activity PAOC_EIC_042   Define Profiles for Interaction Center Toolbars 
Document
Document Class SIMG   Hypertext: Object Class - Class to which a document belongs.
Document Name CRM_IC_011    

Use

In this Customizing activity, you define toolbar profiles that include buttons from the following generic and channel layouts:

  • Generic

    A layout that includes buttons that apply to all communication channels, such as Accept and Reject.

  • Telephony
  • Chat
  • E-Mail
  • Action item

The buttons for the channel layouts are only available to users when they are using this particular communication channel.

Each toolbar profile you create can have different toolbar layouts. For each toolbar layout, you can make the following settings:

  • Define the buttons that are available
  • Define a dynamic toolbar

    You can define which buttons are available to the user depending on the status of the user'sinteraction with the contact and the connection to the communication management software (CMS).

  • Define the order in which the buttons appear

You can assign only one toolbar profile to a business role.

Note: For SAP Customer Relationship Management (SAP CRM) business roles enabled for integration with CMS, you can only use the telephony layout. For interaction center (IC) business roles, you can use all channel layouts.

Requirements

If you want to add customer-defined toolbar buttons or icons, you have made the required settings in the Customizing activity Define Toolbar Buttons.

Standard settings

Activities

  • Create a toolbar profile by copying an existing one.
  • Define the layouts that you want to include in the toolbar profile by selecting the corresponding checkboxes.

    For example, if you want to include the toolbar buttons for the e-mail channel in the toolbar profile, select the E-Mail checkbox.

  • Define whether the toolbar is dynamic or not. For more information, see Dynamic Toolbar.
  • Select the corresponding layout buttons node to define the buttons that you want to be available. You can make the following settings:
  • If you have selected the Dynamic Toolbar checkbox, you have to define the buttons that you want to be available depending on the status of the user's interaction with the contact and the connection to the CMS.

    For more information, see Toolbar Button Visibility.

  • Assign the toolbar profile to a business role using the Customizing activity Define Business Role.

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_WSB_VC C - View cluster CRMC_IC_TLBPROF  
History
Last changed by/on SAP  20050422 
SAP Release Created in 600