CRM Interaction Center

SAP Launches New Product Areas for Schedule an Expert!

  Today, SAP announced new product areas for Schedule an Expert. For the added technologies, you can now talk with the same support engineers that you’d file an incident with – in a live, one-on-one 30-minute call. Support On Your Schedule Similar to booking a doctor’s appointment, Schedule an Expert lets you control when you speak with a support expert, and what you talk about. Discuss issues that you’d normally file …

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Something we need to notice when making JavaScript debug under CRM IC multiple session roles using F12 under IE11

When we use F12 (developer tool) to make JavaScript debug in IE11 for IC business role(or other WebUI roles), This is the normal steps we will do: Find related JavaScript codes, set breakpoints. Make operations on CRM webui, the breakpoints will stop when they are executed. For example, there are buttons like ‘new sessions’, ‘end’, ‘clear interaction center’, etc in toolbar for IC Agent roles. When those buttons are clicked, …

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CRM IC News: Improve usability for Multisessioning scenario

When supporting CRM Interaction Center in Product Support, I have seen that sometimes agents are not aware that they have already reached the maximum number of sessions. Maybe you have at some point observed similar issues where new inbound communications like phone calls have been re-routed because agents have opened too many sessions and your IC agents were not aware that they have reached the maximal number of sessions? Without …

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Configuration for HANA Free Text Search – CRM 7

HANA Free Text Search Configuration for SAP CRM 7.03   Document Objective    This document provides the User with the details of the configuration that needs to be set up for the activation for Hana Free Text Search for SAP CRM for IS-U (EHP3 SP05).             1.     Features   The business function Utilities HANA Free Text Search provides you with the following features:   1.1 Switch between Standard Search and …

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Where controlled Communication Channels Session during logon

You are using CRM Interaction Center with channel integration( setup your CRM system with CTI/CMS – Computer Telefony Integration / Communication Management System). You didn’t log off the first IC WebClient session, then on your next login you will be prompted with following 3 options(see screenshot below): Select Communication Channels Session Welcome [Your IC Agent name] You currently have an IC WebClient session open with communication channel services active. Communication …

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How to configure and adjust the Account Identification view

How to configure the information shown in the Account Identification view of the IC Header Per SAP standard the left block of the context area of the IC header shows the account name (and the contact name if different) as text information. However it is possible to configure this area to show different account and contact information such as the account address. The only limitation is that the information shown …

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How to find which Web Browsers are supported by SAP CRM Interaction Center?

Do you know how to find which Web Browsers are supported by SAP CRM Interaction Center? Do you know if Google Chrome and Safari are supported by IC WebUI or not? The answer is that Google Chrome and Safari are not supported by SAP CRM Interaction Center. The functions of the CRM Interaction Center are not released for these two browsers. (This Functional restrictions apply to all CRM versions, CRM7.0, …

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Queuing mechanism for E-Mail push scenarios

1 Requirement The ICI has always been an asynchronous and non-queuing interface. In certain channels (such as telephony) this is not a critical issue as the agent still has the possibility to manually identify a customer, even if there wasn’t an inbound signal before. However, in E-Mail scenarios where the initial inbound is done in the CRM the missing queuing functionality like in classical middleware scenarios is a mandatory requirement …

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News for CRM IC: new SAP Note 2204431 improves timeout behavior in CRM Interaction Center!

For CRM 7.0 EHP1, EHP2 and EHP3 SAP Notes 2204431 (implement also 2221017 for browsers <IE9)  has been released which enhances the timeout behavior in CRM Interaction Center. It contains several changes: The Layout of the CRM IC timeout popup has been harmonized with the timeout popup of  business role of type CRM WebClient. Now it is also possible in CRM IC to restart a session or access the page …

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ERMS Configuration Guides and Documentation

Many customers have asked where they can find the latest information, presentations, and configuration guides for E-Mail Response Management System (ERMS) for SAP CRM. So I’ve put together the following, hopefully comprehensive, list: Configuration Guides SAP Note 940882 (ERMS FAQ Note) that contained links to two presentations: an ERMS Overview presentation and an ERMS How-To Guide. Article, “How to Set Up Threading in ERMS” by Sigrid Wieshofer Updated ERMS Configuration …

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