cr400_cic_2

8/12/2019 CR400_CIC_2

http://slidepdf.com/reader/full/cr400cic2 1/194

© SAP AG 2004

mySAP CRM 2006

2006/Q2

Material number: 50080551

8/12/2019 CR400_CIC_2


© SAP AG 2004

Some software products marketed by SAP AG and its distributors contain proprietary software components of

other software vendors.

Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.

IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400,

iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are

trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or

registered trademarks of Citrix Systems, Inc.

HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web

Consortium, Massachusetts Institute of Technology.

Java is a registered trademark of Sun Microsystems, Inc.

JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and

implemented by Netscape.

MaxDB is a trademark of MySQL AB, Sweden.

SAP, R/3, mySAP, mySAP.com, xApps, xApp, and other SAP products and services mentioned herein as well as

their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other

countries all over the world. All other product and service names mentioned are the trademarks of their respective

companies. Data contained in this document serves informational purposes only. National product specifications

may vary.

These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated

companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and

SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP

Group products and services are those that are set forth in the express warranty statements accompanying such

products and services, if any. Nothing herein should be construed as constituting an additional warranty.

8/12/2019 CR400_CIC_2


© SAP AG 2004

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 1-1

© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

mySAP Business Suite is a suite of business applications and application & integration platforms. It

enables companies to manage the entire value chain across business network which, in turn, makes them

more flexible.

Complete, best-in-class integrated business applications

The suite combines best-in-class proven business applications (SAP CRM, SAP SCM, SAP ERP, and

so on) into a business and technology foundation powered by SAP NetWeaver. All applications are

built on the SAP Web Application Server; common development, administration, and security

environments are used across all applications. The mySAP Enterprise Portal is the information

delivery framework for all applications, whether SAP or non-SAP. Mobile business applications in

each solution are built on the mobile infrastructure to drive business mobility. The Integration Brokerand business process management provide process-centric integration for SAP and non-SAP systems

within and beyond enterprise boundaries based on open standards such as XML, Java, and Web

services standards.

Extension beyond Enterprise Resource Planning (ERP) capabilities in synchronization with ERP

Prepackaged integration with SAP R/3 enables companies to add CRM, SCM, PLM, and SRM

capabilities to their SAP R/3 installations to ensure low total cost of ownership.

Broadest business content

SAP is the only infrastructure provider that offers broad and diverse connectivity and business content

developed by SAP and its partner network, based on SAP’s intimate, long-standing knowledge of

business processes in more than 20 industries. This content shortens the development cycle for

customers and drives down the cost of integration projects.

8/12/2019 CR400_CIC_2



© SAP AG 2004

Telemarketing executes marketing campaigns by coordinating call lists and scripts with agents and

outbound dialers.

Scripts and surveys guide agents through the communication process with business partners and support

lead qualification.

Telesales includes both inbound and outbound order processing supported by product proposals such as

top-n products and cross-selling. Along with sales orders quotations, value and quantity contracts can be

maintained.

Opportunity management helps to make more complex or long-term sales projects a success.

Customer service enables help desks to manage cases and complaints for customer service and support

situations.

The mySAP CRM Interaction Center offers a full set of service capabilities to resolve customer

inquiries:

The knowledge search helps agents to find and communicate a solution to customers by phone, e-mail,

fax, or (with the multichannel interface) chat.

Warranty determination is included in complaints and service orders. Complaint management allows

you to trigger follow-up actions such as return processing, in-house repair, subsequent free-of-charge

deliveries, and credit memos.

Agents can check entitlements, understand what products and services the customer has, and schedule

appointments based on the customer’s time preferences and the service technician’s qualifications and

availability.

8/12/2019 CR400_CIC_2



© SAP AG 2004

mySAP Customer Relationship Management (CRM), which is part of the mySAP Business Suite,

includes a central CRM server that provides access to the system via various channels and connection to

other systems. You must, of course install the necessary extensions. The following application

components are supported in mySAP CRM:

Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail to

contact sales or service representatives.

Internet: Internet users may configure and order products or services using the Internet components of

mySAP CRM.

Mobile clients: The mobile sales force or mobile service engineers can connect to the SAP CRM

system from their laptop computers or other mobile terminals to exchange the latest information withmySAP CRM.

mySAP CRM offers the following fully-integrated connections:

The SAP CRM system as a central CRM server with its application components

SAP R/3 as a back-end system with proven ERP functions

SAP BW as data warehouse solution with comprehensive statistical and analysis possibilities

The APO system as a global available-to-promise (ATP) check and demand planning solution

mySAP Enterprise Portal as a tool that provides you with integrated access to all systems

8/12/2019 CR400_CIC_2



© SAP AG 2004

SAP offers two equivalent user interfaces, bringing together the best of both worlds without sacrificing

performance or administration and maintenance goals.

8/12/2019 CR400_CIC_2



© SAP AG 2004

The Interaction Center WinClient user interface provides the following components:

Business partner: Here, the business partner and contact person are identified automatically or

manually. You can use various data to search for business partners on the tab page in

the application area. Address changes for master data can be maintained here.

Agents dashboard: Here, the system displays telephony data (for example, number, name, and status

of the actual call).

Scripting and messaging: You can display short information based on events or system activities here,

as well as information the Interaction Center Manager sends to the agents using the broadcast

messaging service.

Action box: Here you can call up various functions via buttons or menus. You open up hidden tab

pages in the application area, transactions in the mySAP CRM system, transactions in other SAP

systems (R/3, APO), and Internet and intranet pages. Parameters such as business partner ID or

address can be transferred to each of these transactions.

Navigation area: The interaction history for the business partner is displayed here. Product proposals

are also offered for selection, on the basis of various strategies (for example, top-n products, cross,

up/down selling, or accessories). For service scenarios, lists of the customer’s installed base (IBase)

can be displayed.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 1-10

Application area: The tab pages of the application area can also be described as workspaces. Various tab

pages can be used, as the following examples show:

Business partner search and maintenance, customer fact sheet

Transaction processing: Here you can create, change and display all kinds of business transactions

such as opportunities, activities, sales and service transactions Incoming and outgoing e-mails, fax, and SMS messages, chat requests from the Internet, and so on

• Knowledge search (against the Solution Database)

• Internet and intranet pages

The toolbar contains buttons to control telephony functions.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 1-11

© SAP AG 2004

The Interaction Center supports all CRM strategies, such as:

Sales: Processing of sales transactions, opportunities, product proposals

Service: E-mail processing and workflow, solution database, service transactions

Marketing: Campaigns, call lists, product proposals

In addition, the Interaction Center supports multichannel communication:

Telephone: Incoming and outgoing calls, routing, call lists, CTI (computer telephony integration)

connection

E-mail, fax, SMS

Internet: Inclusion of Internet and intranet pages, co-browsing, call-me-back, Web chat, Web

telephony

In both the WinClient and WebClient user interfaces, you can control which of these functions are used

by individual agents, agent groups, or entire call centers by assigning individually configured profiles.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 1-12

© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2



© SAP AG 2004

The front office is the main Interaction Center screen from which an agent performs activities and

transactions. It can be customized for agent and business needs.

Components of the front office can be arranged as required on the Interaction Center user interface. SAP

provides the following components:

Business partner: Here, the business partner and contact person are identified automatically (ANI:

automated number identification) or entered manually. You can use various data to search for business

partners on the tab page in the application area. You can also maintain the

corresponding data fields for the master record here.

Call state: Here the system displays the telephone number the agent is connected to and which

business partner matches this number. The status displays, for example, whether the conversation wasaccepted, interrupted, or ended. An additional status interprets the number selected by the customer

(DNIS: dialed number identification system). This enables you to recognize, for example, whether the

number is the sales or service hotline.

Reminder scripting: Here you can display short information based on events or system activities.

Action box: Here you can call up various functions via buttons or menus in the action box. You can

call up hidden tab pages in the application area, other transactions of the mySAP CRM system,

transactions in other SAP systems (R/3, APO), and Internet and intranet pages. Variables can be

copied to each of these transactions (for example, business partner data).

8/12/2019 CR400_CIC_2



© SAP AG 2004

Navigation area: The interaction history for the business partner is displayed here. Product proposals are

also offered for selection, on the basis of various strategies. You can select relevant transactions from the

interaction or products from the transaction list by double-clicking on them, and then copy them to the

application area. Customer service is supported by a list of the customer’s IBase. The locator is

positioned in the navigation area. It allows for searching and selecting the business data using flexible

criteria.

Application area: The tab pages in the application area can also be described as workspaces. Available

tab pages include:

Business partner search and maintenance, customer fact sheet

Transaction processing: Here you can create, change, and display opportunities, activities, sales andservice transactions

Incoming and outgoing e-mail workflow

• Knowledge search (against the Solution Database)

• Internet and intranet pages

A toolbar is available with buttons for telephony functions.

Customers can program their own customer-specific components and add them to the interface.

8/12/2019 CR400_CIC_2



© SAP AG 2004

Telemarketing executes marketing campaigns by coordinating call lists and scripts with agents and

outbound dialers.

Scripts and surveys guide agents through the communication process with business partners and support

lead qualification.

Telesales includes both inbound and outbound order processing supported by product proposals such as

top-n products and cross-selling. Along with sales orders quotations, value and quantity contracts can be

maintained.

Opportunity management helps to make more complex or long-term sales projects a success.

Customer service enables help desks to manage cases and complaints for customer service and support

situations.

The mySAP CRM Interaction Center offers a full set of service capabilities to resolve customer

inquiries:

The knowledge search helps agents to find and communicate a solution to customers by phone, e-mail,

fax, or (with the multichannel interface) chat.

Warranty determination is included in complaints and service orders. Complaint management allows

you to trigger follow-up actions such as return processing, in-house repair, subsequent free-of-charge

deliveries, and credit memos.

Agents can check entitlements, understand what products and services the customer has, and schedule

appointments based on the customer’s time preferences and the service technician’s qualifications and

availability.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2



© SAP AG 2004

The customer calls, is identified by his telephone number (using ANI: automatic number identification),

and is forwarded to an appropriate agent using business routing in the CTI. The agent’s telephone rings

and the identified customer is displayed on the screen (number, name, address data).

The agent accepts the conversation and can use an interactive script to support the dialog with the

customer. The agent has access to customer information in the fact sheet (application area) and in the

interaction history (navigation area).

Sales transactions are supported by product proposals. Product information (screen, product master, and

document management) is found in the product info (application area). The transactions can be

monitored by credit management. The customer has the option of paying via credit card, cash on

delivery, or invoice. In the knowledge search, the agent can search the Solution Database for solutions toproblems or appropriate answers to customer questions.

In addition to sales transactions, the agent can also maintain other transactions, such as activities,

opportunities, and service transactions.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 2-10

© SAP AG 2004

The agent has several options for calling up product proposals when entering sales transactions in the

Interaction Center.

mySAP CRM Marketing enables the system to propose products appropriate to the business partner. Top

n list, cross-selling, accessories, and up- and down-selling strategies can be used individually or in

combination.

The various product proposals can be supplemented with proposed quantities from the customer sales

history (for example, from the last five orders).

The partner/product range is also supported by the Interaction Center. Lists of products or product

categories can be included or excluded for specific business partners or groups of business partners. The

partner/product range can be used to propose and select products and to monitor exclusion requirements.

An availability check is carried out for the ordered products (ATP check via SAP APO).

Pricing, maintenance, and variant configuration are available in the Interaction Center.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 2-12

© SAP AG 2004

The Interaction Center also supports business processes in service. A service request comes into the

Interaction Center as a call, e-mail, or fax, for example, and is forwarded to an appropriate agent. The

SAP workflow is available for directing the service request. A rules-based selection of appropriate

agents must also be carried out in CTI via business routing. The agent takes the call and decides how to

proceed further. Various scenarios are available, which can be used individually or in parallel:

The agent accesses the knowledge search to find an appropriate answer to the customer’s inquiry. The

agent can inform the customer of the appropriate solution by phone, e-mail, fax, or (with the

multichannel interface) chat.

The agent recognizes that the customer needs support from a technician, and enters a service process.

An employee in the field further processes the service request.

The Interaction Center offers support for Internet customers. A button can be integrated

into CRM Web shop. If the customer chooses this button on the Internet, an agent calls him back. An IC

agent can give the customer additional information, or support the customer during navigation on the

Internet via . In co-browsing, the agent takes over navigation of the screen in the customer’s

Web browser. Web chat and Web telephony are also supported; however, you need complementary

software before you can use these products.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 2-14

© SAP AG 2004

Remind all Customers that our new service hotline is 0800-343434

Two types of scripting are supported in the Customer Interaction Center: reminder scripting and

interactive scripting.

Reminder scripting is triggered by events or system activities in the Interaction Center, for example:

• Agent logs onto the IC? Agent greeting

• Agent takes a call? General tip on how to start the call

Interactive Scripting consists of questions, possible answers, and corresponding development of the

conversation process. Other functions can be called automatically from the script, such as creation of a

sales transaction or search for the solution to a customer problem, depending on how the customer

answers.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 2-16

At the conclusion of this exercise, you will be able to:

• Use Interaction Center WinClient, and be familiar with the keyfunctions that are available to an agent

As an agent, you must be familiar with the functionalities of the

Interaction Center, which can be accessed via the visible components on

your screen.

1-1 Before you call up the Interaction Center for the first time, you must set up your work center

and maintain your user settings.

Choose the button.

1. Telephone number:

Select .

Telephony server:

Choose .

Choose the button.

Select .

Data areas for caller search for inbound calls:

Choose .

Log on to the Interaction Center and find the business partner What is the BP number?

2-1 From the front office that you are currently using, list some of the transactions that you cancall via the action box.

Expand each action box button. The transaction code and description is shown.

3-1 Name and describe some of the workspaces in the application area.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 2-17

4-1 In which part of the screen do you find the locator with the interaction history of the business

partner?

5-1 What action box transaction code is assigned to the e-mail inbox workspace?

Choose in the action box.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 2-18

1-1 Before you call up the Interaction Center for the first time, you must set up your work center

and maintain your user settings.

From the SAP menu, choose .

Choose the button.

1. Telephone number:

Select .

Telephony server:

Choose .

Choose the button.

Select .

Data areas for caller search for inbound calls:

Choose .

Log on to the Interaction Center in SAP menu:

Find the business partner

2-1 From the front office that you are currently using, list some of the transactions that you can

call via the action box.

Expand each action box button. The transaction code and description is shown.

3-1 Name and describe some of the workspaces in the application area.

Business partner, script.

4-1 In which part of the screen do you find the locator with the interaction history of thebusiness partner?

The locator is positioned in the navigation area. It allows for searching and selecting the

business data using flexible criteria.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 2-19

5-1 What action box transaction code is assigned to the e-mail inbox workspace?

Choose in the action box.

8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

The graphic shows a typical CRM system landscape.

The components relevant for the Interaction Center are:

Connection of the telephone system to SAPphone via a CTI server

Connection of e-mail / fax server to SAPconnect

Multichannel concept

Abbreviations frequently used are:

CTI Computer Telephony Integration

ANI Automatic Number Identification (number of caller)

DNIS Dialed Number Identification System

IVR Interactive Voice ResponseACD Automated Call Distribution

CAD Call Attached Data

PBX Private Branch Exchange (Telephone System)

PSTN Public Switched Telephone Network

TAPI Telephone Application Programming Interface

8/12/2019 CR400_CIC_2



© SAP AG 2004

Computer Telephony Integration (CTI) between the telephone and CRM system allows a call center

agent to control his telephone directly from the CRM application. This has the following advantages:

Simplified operation: The agent no longer has to keep switching from the telephone to the SAP GUI,

but rather can carry out the whole process from the CRM application.

Automatic recognition of caller: The agent quickly gets an overview of the caller customer data

through the automatic recognition of a caller by his telephone number. This increases service quality

and customer satisfaction.

Outgoing calls: Manually entering the phone number is no longer necessary, as the business partner

can be called directly from the CRM application.

CTI increases the productivity and service quality of a call center.

On the system side, an interface between the telephone system and the CRM application server is a

prerequisite.

8/12/2019 CR400_CIC_2



© SAP AG 2004

This graphic gives a simplified overview of the components necessary for a call center scenario with CTI

via SAPphone:

Telephone system (PBX) with ACD module

CTI server

CRM system with configured SAPphone interface

Agent work center

SAPphone supports basic telephone functions like the display of incoming and outgoing calls, transfer,

hold, and conference calls.

Call-center-specific functions of SAPphone are agent log on and off from queues, set agent status (work

mode), and dialer connection

8/12/2019 CR400_CIC_2



© SAP AG 2004

The above graphic shows the process of CTI integration for incoming calls as an example. The following

sample data is used for this purpose:

Caller number not used

Number called 01805 9293

Agent extension 4711

PC identification number where agent 4711 works 0815

The following steps occur when there is an incoming call:

An external call goes to the telephone system. The caller dialed the number of the call center,

018059293. The caller’s telephone number is displayed.

The ACD module of the telephone system distributes the calls to agents that are free. In the example,

agent 4711 is notified. The incoming call is transferred to the agent extension by the telephone system. Agent 4711’s

telephone rings. At the same time, the call is reported to SAPphone via the CTI server. Thus, the

following are usually determined:

Unique ID of the call (call ID)

Caller number (provided this is known to the system)

Number dialed

Extension of the agent to whom the call was transferred

Possibly: call-attached data

The client with whom the agent at extension 4711 is working is determined. The settings of the

SAPphone work center are evaluated technically.

The system searches for the CRM business partner using the caller telephone number. The business

partners found are displayed directly in the IC application.

8/12/2019 CR400_CIC_2



© SAP AG 2004

Call centers can usually be reached via one or more central telephone numbers. When a call comes into

the call center, a free agent is located who can take the call. This distribution of incoming calls to agents

takes place on the ACD module of the telephone system.

In order to control the distribution of calls, we must know, at the ACD level:

Which agents are working on which incoming calls: Agent groups (also known as queues) are defined

for this purpose on the ACD. At the start of work, an agent must log onto the agent group(s) on which

he is working in order to be assigned calls.

Agent status (ready, not ready, break, and so on): A call is only distributed to an agent if he has the

status “Ready." If the agent is currently dealing with a call, his status is "Not ready."

The criteria according to which a call is to be distributed to an agent can be as complex as desired.Depending on the PBX provider, it can happen that the distribution of calls is made on separate routing

servers.

ACD functionality is part of the telephone system. Therefore, distribution of an incoming call to an agent

takes place outside of the SAP CRM system. (Exception: For advanced scenarios such as business

routing, routing criteria from SAP CRM can exported in advance to a routing server.)

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 3-10

© SAP AG 2004

There are two alternatives for telephony integration with SAPphone:

Using a CTI solution that provides a gateway between the SAPphone RFC interface and the telephone

system interface.

Using a TAPI-based solution. TAPI stands for Telephony Application Programming Interface and is

an interface defined by Microsoft for telephony applications. Provided the manufacturer of the

telephone system offers a TAPI service provider, this solution can be considered. The SAPphone

server is a software component delivered by SAP that establishes a connection between SAPphone

and TAPI.

Current information on certified partners for both scenarios can be found in SAPNet under the alias

.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 3-11

© SAP AG 2004

Agent’s CRMUser Name

Agent’s Extension

Number

Telephony Server

(Unique) WorkCenter Number

GeographicalLocation

A telephony server in the CRM system represents a connection to an external CTI server. The RFC

connection, through which SAPphone communicates with the CTI server, is the basis for configuring a

telephony server.

SAPphone can administer several telephony servers. As a result of this, several telephone systems can be

connected to the CRM system via corresponding CTI servers.

You can display the assigned work centers for each telephony server.

You can access the system settings for the SAPphone telephony server via

(transaction SPHB). In this screen, you can display the organizational

structure of telephony servers (sites) and show which agents and extension numbers are assigned to

which servers.

Telephony Server Settings transaction SPHB

Maintain Work Center and User Settings transaction SPHA

SAPphone Test Environment transaction SPHT

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 3-12

© SAP AG 2004

A SAPphone work center establishes a connection between the agent extension and the agent’s computer

(SAP GUI). This assignment is necessary so that the incoming call can be displayed on the right client.

For carrying out telephony functions, it is necessary that the system knows the connection between a

computer and the corresponding telephone; that is, the work center must be identifiable. The type of

work center identification depends on the GUI used and can be set in Customizing. The following

options are possible:

Identification via registry entries

Identification via the computer host name

Identification via the user

Temporary identification via logon (session)

The ideal situation would be to use or .

When creating a work center, either a SAPphone work center ID is stored in the registry of the relevant

PC, or the unique computer host name is saved in the SAP system. However, these two identification

types cannot be used for all GUIs.

You should only select for a fixed-user work center relationship if the employees

work at fixed work centers.

If you choose , users can change their work centers, but have to

recreate the work center with each new logon; that is, they have to enter the telephony server and

telephone number each time.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 3-13

© SAP AG 2004

SAPconnect offers a standard interface for connecting external communications components to an SAP

system. This allows sending and receiving Internet mails, faxes, and text messages (pager / SMS).

For the sake of clarity, only the channel e-mail is shown in this graphic

There are two alternatives for connecting a mail server via SAPconnect:

SAPconnect with SMTP plug-in (as of SAP Web Application Server 6.10)

SAP system kernel supports SMTP (the Internet mail protocol) directly; that is, e-mails can be sent

from the SAP system to every SMTP-compatible mail server or received from the SAP system,

without the need for any other components.

SAPconnect with RFC (SAP Basis 3.1 to 6.x)

Various gateways can be connected via the RFC, and they transfer e-mail between the SAP systemand certain mail servers.

SAP recommends connecting via the SMTP plug-in.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 3-14

© SAP AG 2004

SAPconnect offers a direct connection to the Internet via the Web Application Server SMTP plug-in.

You can send and receive Internet mails directly via this connection.

As of SAP Web Application Server 6.10, SMTP will be supported directly by the kernel of the SAP

system. Thus it is possible to exchange e-mails between the SAP system and each SMTP-compatible

mail server without using any additional external components. The SAP system transfers outbound e-

mail to a single mail server, while inbound e-mail can be received by any number of mail servers.

Configuration of the SMTP plug-in is detailed in SAP Note 455140.

The exchange of faxes and text messages (pager/SMS) is also possible via STMP as of SAP Web

Application Server 6.20. Faxes and messages are packed into e-mails for this purpose.

For the sending process, the mail server refers to the domain of the receiving addresses and forwards thee-mails either to an internal fax / text message server (for example, SMS=+491759628717@sms-

server.company.com) or to an external provider (or example, [email protected]).

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 3-15

© SAP AG 2004

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 3-16

© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

The Interaction Center supports all CRM strategies, including:

Sales: Processing of sales transactions, opportunities, product proposals

Service: E-mail processing and workflow, solution database, service transactions

Marketing: Campaigns, call lists, product proposals

In addition, the Interaction Center supports multichannel communication:

Telephone: Incoming and outgoing calls, routing, call lists, CTI connection

E-mail, fax, SMS

Internet: Inclusion of Internet and intranet pages, co-browsing, call-me-back, Web chat, Web

telephony

In both the WinClient and WebClient UI, you can control which of these functions are used byindividual agents, agent groups, or entire call centers by assigning individually configured profiles.

8/12/2019 CR400_CIC_2



© SAP AG 2004

The IC WinClient profile combines the framework with the component profiles. It is linked to the agent

via the organizational structure.

The IC profile is developed in several steps.

Start with the creation and customization of the framework.

Assign the IC component to the slot areas.

Assign the framework to your new IC Profile.

Assign all necessary component profiles to the IC profile.

Link the IC profile to the organizational unit of the agent that will work with the front office.

Key menu paths:

IC WinClient Profile:

Framework:

Component Profile:

If a user starts the IC, the system searches for the registered user in the organization model and

determines the IC profile assigned to him. The search is started at the lowest level. First, the user is

sought. If the user is located, the system searches further on this level for an IC profile. If it cannot find a

profile on this level, the systems searches at the organizational level to which the user is assigned. If the

user’s IC profile is not found on the organizational level, the search is continued on the next level up. If

the system cannot find an IC profile on any of the levels, profile 0000001 is used.

8/12/2019 CR400_CIC_2



© SAP AG 2004

The framework ID is the identifier of a framework, in other words, the set of hidden and visible

components to execute in the Interaction Center (IC) WinClient front office.

A framework serves as a placeholder for the screen layout. It determines the position of the visible

components on the screen and which hidden components are assigned.

You can easily customize the title so the main screen would say, for example, “Company XYZ

Interaction Center.”

8/12/2019 CR400_CIC_2



© SAP AG 2004

The framework contains the visible and hidden components. Communication between the components

occurs through the event mechanism implemented within the program components.

Identify which visible components you want in the framework and in which slot you wish them to

appear.

Examples of components that are provided by SAP:

Look-up Functions (CSEARCH_DISP)

Action Box (ABOX_SLIM)

Application Area (APPL_AREA)

Call State (CALL_STATE)

Navigation Area (NAV_AREA) Quick Keys (QUICK_KEYS): Provides buttons for using telephony functions

Script Display (SCRIPT_DISP): Displays reminder scripting

8/12/2019 CR400_CIC_2



© SAP AG 2004

Identify which hidden components you want in the framework.

Hidden components allow background processing to occur. The order or quantity of hidden components

is not important. There is no limit to the number of hidden components allowed.

Examples of hidden components SAP provides:

Alert Modeler (ALRT_MODLRX): Alert Modeler profile

IC Application Toolbar (CIC_TOOLBAR): Although this is visible on the screen, it does not occupy

one of the slots and is still considered hidden

CTI (CTI): Provides all of the background telephony functionality

Script Text (HIDDEN SCRPT): Provides the engine to look up variables such as customer name or

time of day Hidden Action Box (HIDDEN_ABOX): A hidden action box component is necessary in all

frameworks with a visible action box

Logging (HLOG): Logs the agent activities

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-10

© SAP AG 2004

Assign a profile name and description to your IC WinClient profile.

Assign a framework ID.

For each profile category, assign a component profile (select profile and then choose ).

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-11

© SAP AG 2004

The final step in the profile configuration and assignment is to assign the IC WinClient profile to an

organizational level: either an organizational unit or a position in the organizational model.

IC WinClient profiles can only be assigned to organizational units and positions. Assignment to user

level is not possible.

The IC WinClient profile stores the Customizing and screen layout for the IC WinClient. It is connected

to the agent as an HR infotype. An infotype describes and defines different attributes or characteristics

for objects.

An IC WinClient profile is assigned at:

Organizational unit level: All agents within the organizational unit use the same IC WinClient profile.

Position level: Agents assigned to the same position use the same IC WinClient profile. Job level: Agents assigned to the same job use the same IC WinClient profile.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-12

© SAP AG 2004

Assigning an IC WinClient profile (technical name: infotype 1260) for an organization:

Scroll down in the list of infotypes and select IC Profile (infotype 1260).

Choose the infotype.

In the next screen, use F4 for the field to display a list of available IC

WinClient profiles.

Select the required IC WinClient profile and choose or .

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-13

© SAP AG 2004

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-14


• Create a new framework

• Create a telephony-enabled IC profile

• Link your IC profile to a position in the organizational model

• Test your IC profile in the IC front office

As a member of the project team, you would like to create a new

framework and IC profile. Once the IC profile has been created, you

want to assign it an organizational model, hence a user ID.

Subsequent exercises will require the setups you do here!

1-1 Create a new window title for your IC WinClient.

This way, as an agent, you will always know that you are really using your own ICWinClient just by looking at the title bar of the client.

Choose .

Choose .

Title Code: Title:

Choose .

1-2 Create a new framework, , as a copy of the framework .

Choose .

Copy the framework with all dependant entries.

Which visible and hidden components does your new framework contain?

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-15

Visible Components:

Slot 1

Slot 2

Slot 3

Slot 4

Slot 5

Slot 6

Slot 7

Hidden Components:

1

2

3

5

6

8

1-3 Create a new IC WinClient profile called as a copy of the existing profile

Choose .

Copy the IC profile with all dependant entries.

Assign your own framework to your new IC profile.

Now your new IC WinClient profile should contain the following component profiles:

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-16

ACTION_BOX_CONFIGURATION_SLIM CR750AB1

ACTIVITY_LOGGING_PROFILE LOGSETUP1

CALL_CENTER_COMP_CONFIGURATION CCSETUP1

CONTACT_SEARCH_CONFIGURATION BPSEARCH

CTIADM_PROF CTISETUP1

CTIQA_PROF CTIQSETUP1

DEFAULT_WORKSPACES TR_CR750

QUICK_KEYS_CONFIGURATION QKSETUP1

SCRIPT_PROFILE GTCSCRSETUP1

TBAR_PROF TBSETUP1

1-4 Create a new organizational unit, , and position, .

Choose .

Confirm the suggested validity period.

On the tab, enter:

Organizational Unit: Description:

Choose (but do not leave the transaction).

Create a new position, , underneath this organizational unit.

Choose .

Choose relationship .

On the tab, enter:

Position: Description: Choose (but do not leave the transaction).

Assign your user ID (##) to the new position.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-17

Choose Choose relationship .

Search for your user ID: .

Select and confirm your user ID.


1-5 Assign the IC profile to organizational unit .

This is assuming you are still in the organizational model structure screen for your

organization (CR400-##).

Select your organizational unit, , by double-clicking on it.

From the transaction menu, choose .

Select the entry ( tab page).

Choose .

Enter your IC WinClient profile . (select your profile using F4 help).

Choose .

1-6 Test your IC WinClient profile and framework.

Choose .

How can you tell that you are using your defined framework ID and IC profile?

Answers:

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-18

1-1 Create a new window title for your IC WinClient.

This way, as an agent, you will always know that you are really using your own IC

WinClient just by looking at the title bar of the client.

Choose

Choose

Title Code: Title:

Choose

1-2 Create a new framework, , as a copy of the framework .

Choose .

Copy the framework with all dependant entries.

Which visible and hidden components does your new framework contain?

Visible Components:

Slot 1 CSEARCH_DISP LOOK-UP FUNCTIONSSlot 2 CALL_STATE CALLER STATUS

Slot 3 SCRIPT_DISP DISPLAY SCRIPT

Slot 4 ABOX_SLIM ACTION BOX

Slot 5 NAV_AREA Navigation Area

Slot 6 APPL_AREA Application Area

Slot 7 (empty) (empty)

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-19

Hidden Components:

1 CTI CTI

2 CALLCTR CALL CENTER COMPONENT

3 HIDDEN SCRPT SCRIPT TEXT

5 HIDDEN_ABOX HIDDEN ACTIONBOX

6 HLOG LOGGING

8 CIC_TOOLBAR CIC APPLICATIONTOOLBAR/EXCLS

1-3 Create a new IC WinClient profile called as a copy of the existing profile

Choose .

Copy the IC profile with all dependant entries.

Assign your own framework to your new IC profile.

Now your new IC WinClient profile should contain the following component profiles:

ACTION_BOX_CONFIGURATION_SLIM CR750AB1

ACTIVITY_LOGGING_PROFILE LOGSETUP1

CALL_CENTER_COMP_CONFIGURATION CCSETUP1

CONTACT_SEARCH_CONFIGURATION BPSEARCH

CTIADM_PROF CTISETUP1

CTIQA_PROF CTIQSETUP1

DEFAULT_WORKSPACES TR_CR750

QUICK_KEYS_CONFIGURATION QKSETUP1

SCRIPT_PROFILE GTCSCRSETUP1

TBAR_PROF TBSETUP1

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-20

1-4 Create a new organizational unit, , and position, .

Choose .

Confirm the suggested validity period.

On the tab, enter:

Organizational Unit: Description:


Create a new position, , underneath this organizational unit.

Choose .

Choose relationship .

On the tab, enter:

Position: Description: Choose (but do not leave the transaction).

Assign your user ID (##) to the new position.

Choose Choose relationship .

Search for your user ID: .

Select and confirm your user ID.


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 4-21

1-5 Assign the IC profile to organizational unit .

This is assuming you are still in the organizational model structure screen for your

organization (CR400-##).

Select your organizational unit, , by double-clicking on it.

From the transaction menu, choose .

Select the entry ( tab page).

Choose .

Enter your IC WinClient profile . (select your profile using F4 help).

Choose .

1-6 Test your IC WinClient profile and framework.

Choose .

How can you tell that you are using your defined framework ID and IC profile?

Answers:

Your own position is offered when you start the IC.

The title bar should show your own title.

After opening the IC, you can access information by choosing .

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

After the framework and the IC WinClient profile have been created, each of the visible and hidden

components need to be configured. This is done in the IMG in the folder.

After configuration, test the functionality and, if necessary, go back and re-check before going on to the

next component configuration.

For visible components, ensure that you have performed any related hidden component configuration, if

required. As an example, the visible reminder scripting component (SCRIPT_DISP) also requires the

hidden scripting component (HIDDEN SCRPT).

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2



© SAP AG 2004

Toolbars provide quick access to telephony functions for the agent. If an IC WinClient framework and

profile are not telephony-enabled, the telephony-dependent buttons will not show no matter which

toolbar is chosen.

Toolbar configuration also allows you to customize the menu bar, the standard toolbar, and the

application toolbar (telephony buttons above).

All functions should be accessible from the menu drop-down lists. Important functions that are

frequently used should have buttons for quick and easy access.

8/12/2019 CR400_CIC_2



© SAP AG 2004

It is possible to display status of an IC application toolbar by selecting the status in the window.

Choosing the display button then starts the GUI status (Menu Painter) application. allows testing of

the status. Toolbar PF statuses are defined in the SAPLCIC0 program. Custom toolbar PF statuses can

also be created.

PFS100 – Interaction Center: Includes all standard telephony functions

PFS300 – Non-telephony enabled GUI status: Includes all standard options that do not require a

telephone

PFS400 – Call management: Includes all standard telephony functions; very similar to PFS100

Each function available on a screen has a function code attached to it. This setup allows you to

customize your preference of function keys assigned to each of these functions.

Deactivating function codes: You can exclude those telephony functions not desired in the toolbar

profile. Reasons for this might include a switch not being able to support a function, or alternate or

business reason, such as not wanting an agent to be able to deflect a call.

8/12/2019 CR400_CIC_2



© SAP AG 2004

Quick keys allow an agent to perform telephony functions using buttons instead of menu paths. Some of

the telephony functions also appear in the GUI toolbar.

If configured, quick keys are usually configured for slot seven (7).

Configuration allows you to build two rows with six columns.

Telephony-related components (such as quick keys) will only be displayed if telephones are connected.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-11

© SAP AG 2004

The business partner search component consists of two parts:

One is located in the top left corner of the IC (slot 1 of the framework) and contains a set of search

criteria input fields and a set of buttons to enable a search for a business partner and selection of

another business partner related to the first.

The other part is the extended business partner search and is implemented in a tab in the application

area. It provides a wider view of the same fields and further search criteria. The layout of this tab is

controlled by an HTML template that you assign in the search profile. The HTML profile is stored and

can be maintained in the system’s Web Repository (transaction SMW0).

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-12

© SAP AG 2004

This component performs additional processing for a call, triggering the ANI search functionality on an

inbound call. is a hidden component and is the bridge between the CTI component and the

rest of the IC application. You can also specify call-attached data and custom-built function modules to

provide the input for searches.

Enter the type of search and the order in which the searches should take place.

The Call Center profile defines which order and method you wish to use for identifying the contact

object.

Method 1, the most common method, is an ANI look-up. It uses the telephone number to look up the

contact in central address management. The telephone number is transferred to SAP and the contact is

identified in central address management. ANI is a hard coded search type. Method 2 uses a specific part of the call-attached data for searching based on a search type criteria

(useful in IVR applications).

First, specify which CAD object you will be using (for example, customer number) and then

customize what type of search you want to perform (in the Search-Display module) by specifying

search type and key.

Method 3 uses a function module to execute whatever logic you need in a search, for example, a

customer number from a serial number. It uses a programmable look-up using either the telephone

number or call-attached data. It is possible to search in external databases.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-13

Identification Required and DNIS Changed check boxes:

Identification Required will require the agent to enter some authenticating information from the caller,

such as a PIN code, social security number, or maiden name. This is future functionality, but could be

used by extending the ABAP. If the field is marked, the programming event DNIS Changed is raised when a contact

object is identified. This component determines the order of the search. If these searches are not set up

in Contact Search and Display, they will not execute.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-14

© SAP AG 2004

Automatically created workspaces define which workspaces you would like to include in the IC

application area.

The IC WinClient profile contains many individual component profiles. One of these component profiles

is the DEFAULT_WORKSPACES profile, which indicates which workspaces should be automatically

displayed in the navigation and application areas when starting the IC WinClient. If a workspace is not

included in the IC WinClient application area as an automatically created workspace, it can be opened

later via an Action Box call.

Once configured, the automatically created workspace component profile must be assigned to the IC

WinClient profile.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-15

© SAP AG 2004

In this IMG activity, you define and maintain Business Transaction Type profiles for business

transaction workspace components. With a profile, you can specify which Business Transaction Type to

use, depending on the interaction media direction. You can specify the Business Transaction Type to use

for the following cases:

Incoming phone calls

Outgoing phone calls (via call lists)

Incoming e-mails

Other

For each transaction profile, specify:

A name for the transaction profile. The business transaction to be executed for three types of communication: phone, e-mail and other

The opening view (that is, Transaction or Interaction Record).

The Add to Business Data display (BDD checkbox) specifies whether displayed or changed business

transactions should automatically appear in the Business Object display.

Some identifying text. This text is not displayed anywhere in the IC.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-17

© SAP AG 2004

In the workspace , a search can be done for activities, sales orders, and service

requests belonging to the confirmed customer. The search is performed by ABAP code. Product catalogs

can also be displayed along with the business transaction documents. You can choose which documents

and catalogs are displayed by entering relevant search criteria. Certain fields are displayed depending on

the entry made. If, for example, you enter a sales order, the and fields appear.

Details for certain business transactions can be displayed through hit lists; these are displayed in the

application area.

The workspace displays product proposals and partner roles

for the customer. Using the filter function, you can choose which product proposals are displayed (for

example, all of them or only the top products). Partner functions for customers are displayed in thepartner overview. The list also appears in the sales order at header level. You can select the relevant

recipient from several ship-to parties that are displayed in this list.

The workspace lists all objects that arise during the current contact

with customers. Thus, for example, once a sales order is saved, the order immediately appears in the list.

When the contact is terminated using the button, all entries for the contact are technically

linked.

Without the BDD in the navigation area, no parameters can be passed from the IC WinClient to

other transactions via the action box.

The workspace is a multilevel component structure for the management of

products at the customer sites and for managing products used internally. The installed base describes

the structure of these products and their components.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-18

© SAP AG 2004

The locator contains a search component and a hit list component. In the IC WinClient, the search

locates activities, sales requests, and service requests for the confirmed customer. The function

CRM_LOCATOR_CUST_HIST_READ_UI, the program SAPLCRM_LOCATOR_UI, and screen

number 1100 are delivered for the search routines.

Layout Management:

Using the button, the Interaction Center agent has the possibility to arrange, add, or

remove the columns displayed in the locator. Using the option, the agent can decide if the

specific locator layout should stay user-specific or be available for everyone.

Interaction Icons:

To maintain different icons for different transaction types, two steps must be performed:- Step 1: In Customizing under , activity categories can be defined. Here, specific

icons can be determined for different activity categories.

- Step 2: In Customizing of the CRM online system, transaction types must be defined and assigned

to business transaction categories. For category Business Activity on the header level, can again

define a category. Here, the choice list displayed is based on the entries you created in step 1, and

creates the link to the corresponding icon.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-19

© SAP AG 2004

The CTI component runs in the background and does not contain any visible elements or screens. As a

central component, it manages the exchange of data and consistency between the functions in the IC

WinClient and the SAPphone APIs for the telephony system (CTI).

To customize CTI queue profiles (lists of CTI queues), you first need to define in SAPphone

administration which CTI queues are available in your PBX/CTI system.

The CTI queues are then customized in a CTI profile.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-20

© SAP AG 2004

You may have automatic agent logon only, automatic agent logout only, both, or neither. This is

configured in the CTI Administration profile. If an agent’s organizational profile indicates only one

queue associated with the agent, the system automatically selects the queue and the agent simply needs

to choose the green checkmark to continue.

Other options: The and checkboxes

control the selection of the queue by the system. They also control whether the agent has a choice of

which queues to log onto. If the option is not chosen and the

option is chosen, an agent logon request automatically selects all queues not

logged onto and attempts to log on to each one without presenting a dialog to the agent.

: This checkbox governs whether the list of authorized queues for the agent isdisplayed. Once displayed, the agent has the option of selecting or deselecting queues for logon and

logout.

The checkbox enables the operation analogous to

with an agent logout.

The logical system field is not used by SAP at this time, but could be an additional link between the CTI

layer and SAP for reporting purposes.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-21

© SAP AG 2004

The logging component logs actions performed in the IC WinClient. In general, all IC WinClient

components perform a number of actions that can be logged. You define the data to be logged in a

logging profile in this section.

Analytics are possible in SAP Business Information Warehouse (SAP BW).

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-22

© SAP AG 2004

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-23


• Test your previously created framework

• Create new automatically created workspace profile for the

DEFAULT_WORKSPACES component

• Configure navigation elements such as menus and toolbars

All changes in your component configuration will be assigned to your

framework, (you created this in an earlierexercise).

1-1 Create a new default workspaces profile.

Choose .

Create your own profile for automatically created workspace as a copy of the

existing profile . Copy all dependant entries.

Choose .

Select your profile and double-click the dialog structure .

Now you can see:

- Which workspaces are part of your profile

- Whether they are part of the navigation or application area

- The sequence of the workspaces

- Which one will be default in each area

- The text of the tab strips in the column

Change the title for the tabs of the application area.

Take a look at the details of each workspace; here you can see if the workspace is based on

an or a .

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-25

1-4 Navigation Elements

1-4-1 Quick Keys / Shortcut Keys

Quick keys enable certain actions in IC WinClient (such as Answer/End Call orTransfer) to be carried out using function keys or combinations of keys.

Choose .

Set up schema: Description:

Select the level and make new entries for some of the functions.

For example, corresponds to OK code (accepting a call).

The new schema must now also be assigned to your IC WinClient profile.

Assignment takes place directly in the overview of the IC WinClient

profile in the last column (therefore, do not maintain it in the detail processing

view).

1-4-2 Toolbars and Menus

Three of the above screen toolbars can be controlled here:

• Menu toolbar

• Application-specific toolbar

• Telephony toolbar

Choose .

Set up your own quick keys:

Function key toolbar:

Status:

Select the status using F4 Help and get information on (Choose

the information icon in the F4 Help selection list or simulate the function keytoolbar by choosing F8).

Now exclude various functions from your new quick key toolbar, .

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-26

Choose .

You can remove various specific functions (OK codes) from your toolbar here.

Select your toolbar, , and deactivate some of the OK codes, forexample, (Conference Call).

The new toolbar, , must now be assigned to your IC WinClient

profile and to the profile category .

1-4-3 Setting Additional Function Key Toolbars

An extra toolbar can be set up (at the bottom of the IC WinClient screen) for

telephony functions.

Choose .

A useful quick key profile () has already been set up here. It has alsoalready been assigned to the profile category

in your IC WinClient profile .

Why does the new toolbar still not appear when you log on to the IC WinClient?

: _________________________________________________________

Choose

.

Select your own IC framework, , and under , add

the new entry:

Position:

Comp.-ID:

The new quick key toolbar should now be displayed on the lower edge of the ICWinClient screen.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-27

1-1 Create a new default workspaces profile.

Choose .

Create your own profile for automatically created workspace as a copy of theexisting profile . Copy all dependant entries.

Choose .

Select your profile and double-click the dialog structure .

Now you can see:

- Which workspaces are part of your profile- Whether they are part of the navigation or application area

- The sequence of the workspaces

- Which one will be default in each area

- The text of the tab strips in the column

Change the title for the tabs of the application area.

Take a look at the details of each workspace; here you can see if the workspace is based on

an or a .

HTML workspaces are based on HTML configurations that link to Internet or intranet URLs.HTML configurations can also be used by the action box and can be set up in . Component Workspaces are delivered by SAP or developed by customers and are stored in

transaction .

To change or create something here, detailed programming experience is required.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-29

1-4 Navigation Elements

1-4-1 Quick Keys / Shortcut Keys

Quick keys enable certain actions in IC WinClient (such as Answer/End Call orTransfer) to be carried out using function keys or combinations of keys.

Choose .

Set up schema: Description:

Select the level and make new entries for some of the functions.

For example, corresponds to OK code (accepting a call).

The new schema must now also be assigned to your IC WinClient profile .

Assignment takes place directly in the overview of the IC WinClientprofile in the last column (therefore, do not maintain it in the detail processing view).

1-4-2 Toolbars and Menus

Three of the above screen toolbars can be controlled here:

-

Menu toolbar

- Application-specific toolbar

- Telephony toolbar

Choose .

Set up your own quick keys:

Function key toolbar:

Status:

Select the status using F4 Help and get information on (Choose the

information icon in the F4 Help selection list or simulate the function key toolbar by

choosing F8).

Now exclude various functions from your new quick key toolbar, .

Choose .

You can remove various specific functions (OK codes) from your toolbar here.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 5-30

Select your toolbar, , and deactivate some of the OK codes, for

example, (Conference Call).

The new toolbar, , must now be assigned to your IC WinClient profile

and to the profile category .

1-4-3 Setting Additional Function Key Toolbars

An extra toolbar can be set up (at the bottom of the IC WinClient screen) for

telephony functions.

Choose .

A useful quick key profile () has already been set up here. It has also

already been assigned to the profile category in your IC WinClient profile . Why does the new toolbar still not appear

when you log on to the IC WinClient?

:

Because no space has been allotted to it on the IC WinClient screen. Therefore, youstill have to set up slot 7 for this component in your IC framework:

Choose .

Select your own IC framework, , and under , add thenew entry:

Position:

Comp.-ID:

The new quick key toolbar should now be displayed on the lower edge of the IC

WinClient screen.

8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

FACT

The purpose of the action box is to allow agents to access remote business transactions in a quick and

efficient manner.

The action box in the Interaction Center can be used as a shortcut for launching CRM transactions via

Business Object Repository methods (BOR methods), remote R/3 transactions via BOR methods,

workflow, workspaces, or html transactions. The action box can pre-fill transactions with parameters or

objects from the IC WinClient business data display.

The action box can be used in two different variants:

The slim variant, which results in a one-line action box with all transactions listed in a pull-down

menu (as in the above graphic); this variant is used most often

- Choose the button to use the shortcut defined as the default for that group. Choosethe dropdown list to view the shortcuts in a shortcut group. Select the desired transaction.

The normal variant (standard action box), which results in an action box table presenting the call ID

(transaction code), description, and parameters

- Select the tab for the relevant shortcut group and choose the icon for the shortcut you want to use.

Select if you want the transaction to appear in a separate session. Select if

you want the system to display a dialog box where you can verify or change the predefined

parameters (this scenario is not shown above).

A transaction code can be entered directly in the action box command field.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2



© SAP AG 2004

•

•

•

•

When the transaction will be conducted by the agent, typically html, a workspace, or a BOR will be

used. For each type of transaction, a data flow can be defined.

The four ways of defining a transaction, as shown above, are hard coded:

Workspace

- Most of the transactions launch a workspace for processing; defined component profiles are to be

added

Html

- Transaction will launch an internal or external HTML page.

BOR method

- This uses the Business Object Repository for definition. Workflow

- When the transaction will be executed by another party and the agent is only triggering the action. a

workflow should be used.

CRM for the Utilities industry offers to call front-office processes.

8/12/2019 CR400_CIC_2



© SAP AG 2004

(to prefill the workspace with

a telesales order).

The transaction definition “Workspace” allows you to launch any of the IC WinClient workspaces.

In this way, agents can open up workspaces that are not part of their default workspaces.

Examples of workspaces are:

ACTIVITY_SALES_SUMM: Summary of all activities and sales related to a business partner

EMAIL1: Processing of incoming e-mail directed by workflow

EMAIL_EDIT: Allows agents to create as well as edit e-mail messages

WF_INBOX: Utilized to complete tasks other than e-mail that have been directed by workflow

IIA: Knowledge search

Application Area:

BUS_TRANS_MAINT and BPSEARCH are workspaces automatically inserted in the applicationarea.

NAVIGATION AREA

BD_DISPLAY, LOCATOR, and TELESALES_RESOURCE are workspaces that are used in the

navigation area (configuration in the action box is not necessary).

Additional workspaces

CAMPAIGNS, SCRIPT, TELESALES_FIND, TELESALES_HTML_CAT, TELESALES_ORDER,

and PRODUCT_INFO

8/12/2019 CR400_CIC_2



© SAP AG 2004

HTML definitions allow you to present any HTML page (Internet or Intranet) in the IC WinClient.

For this purpose a HTML configuration needs to be set up first.

The HTML configuration contains:

The external or internal URL

Navigation elements for HTML control

Parameter definitions in case of the use of data flow

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-10

© SAP AG 2004

(so it will be the CRM system itself).

(instead of

or

).

BOR methods allow you to launch objects from the Business Object Repository (BOR) of the CRM

system or any remote system, like the R/3 back end.

The logical system is the system on which the method and object type you are addressing resides.

The object type is the business object within the BOR that you are utilizing in the method. In this

example, it is the CRM business partner.

Use to browse the Information System or SAP Application Hierarchy for business objects.

The method controls whether the business object will be displayed, changed or created. In this example,

will activate the method to display BP information.

The choice of methods depends on the business object.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-12

© SAP AG 2004

The action box is able to execute local as well as remote transactions. In this way, the IC agent can

access data, for example, from the R/3 back-end system.

For support of remote access via the action box, some preparations must be made in CRM:

Define the remote system as a logical system (transaction BD54).

Assign logical system to client (transaction SCC4).

Maintain RFC destinations (transaction SM59).

Assign the remote system to the RFC destination (transaction CRMC_CIC_AB_LSYS_RFC).

There might be many logical system definitions set up in your system for different purposes, but you

only want to use a few of them in action box profiles. Therefore, select those logical systems that are

relevant for action box calls (transaction CRMC_CIC_AB_LSYS_ASS).

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-14

© SAP AG 2004

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-15


• Configure a transaction that displays HTML pages or BP information

Use transaction SWO1 to view the business objects available onthe BOR (Business Object Repository).

If you have to fill any description fields during the exercise, be creative,

but always include your group number (##) in the description.

1-1 Name four types of action box transactions:

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-16

1-2 Create a new action box profile with a new group and two action box transactions (an HTML

and a BOR method).

Create a new action box profile, , by copying the existing profile (

modify ).

Choose

(if necessary, choose the yellow button to bypass the logonscreen).

Enter in the field.

Choose .

Enter in the field and then choose .

Action box configuration should have been copied to .

Choose (ensure that is the configuration name).

At this point you should see seven transaction groups.

To create the new group, place the cursor on the first entry () and then choose .

Enter in the field and in the field and choose

.

Change the icon, if you wish.

You should see the new group, , after the first entry.

Now are able to add transaction(s) to the group.

Save the action box profile.

1-3 Create an action box transaction calling an Internet page.

1-3-1 Preparation: Set up an HTML configuration.

Choose

.

Choose .

HTML Configuration:

Provide your own description.

External URL: http://www.yahoo.com

Activate all flags.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-17

Choose .

1-3-2 Go back to your action box profile, .

Choose

.

Select the action box profile you created earlier in this exercise ( ) and

choose .

Position the cursor on action box group .

Choose .

Transaction

Complete the information required in the frame.

Frame :

HTMLConfig:

Choose (green checkmark).

On the screen, choose the green arrow.

Choose .

1-3-3 Assign your new action box profile to your IC WinClient profile.You have created a new action box profile. Now you have to assign it to your own IC

WinClient profile.

Choose IMG: .

Select your IC WinClient profile, .

Double-click the dialog structure .

Assign your new workspace profile to the profile category

.

Choose .

1-3-4 Test the IC WinClient by using transaction CIC0 or by choosing .

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-19

1-1 Name four types of action box transactions:

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-20

1-2 Create a new action box profile with a new group and two action box transactions (an HTML

and a BOR method).

Create a new action box profile, , by copying the existing profile (

modify ). Choose

(if necessary, choose the yellow button to bypass the logon screen).

Enter in the field.

Choose .

Enter in the field and then choose .

Action box configuration should have been copied to .

Choose (ensure that is the configuration name).

At this point you should see seven transaction groups.

To create the new group, place the cursor on the first entry () and then choose .

Enter in the field and in the field and choose

.

Change the icon, if you wish.

You should see the new group, , after the first entry.

Now are able to add transaction(s) to the group.

Save the action box profile.

1-3 Create an action box transaction calling an Internet page.

1-3-1 Preparation: Set up an HTML configuration.

Choose .

Choose .

HTML Configuration:

Provide your own description.

External URL: http://www.yahoo.com

Activate all flags.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-21

Choose .

1-3-2 Go back to your action box profile, .Choose

.

Select the action box profile you created earlier in this exercise ( ) and

choose .


Choose .

Transaction


Frame :

HTMLConfig:

Choose (green checkmark).

On the screen, choose the green arrow.

Choose .

1-3-3 Assign your new action box profile to your IC WinClient profile.

You have created a new action box profile. Now you have to assign it to your own ICWinClient profile.

Choose IMG: .

Select your IC WinClient profile, .

Double-click the dialog structure .

Assign your new workspace profile to the profile category .

Choose .

1-3-4 Test the IC WinClient by using transaction CIC0 or by choosing .

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 6-22

1-4 Create an action box transaction calling the customer master in R/3.

Create transaction using the BOR method to display customer master from the R/3

system (use Business Object - Customer).

IMG: .

Select the action box profile you created earlier in this exercise ().


Choose .

Transaction:


For the frame, select .

Logical System: Depending in which client your training course is taking place, select one of

the following:

Client 800:

Client 801:

Client 802:

Object type:

Method:

Confirm with

On the screen, enter:

Data source:

Go and choose .

Test the transaction in the Interaction Center. Enter and confirm business partner

. Use the new action box transaction (). The customer master in SAP R/3

should be displayed.

8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

The alert modeler incorporates BW information, IC components, and CRM system transactions.

Specifically, the alert modeler checks all customer information both in the CRM system and in the SAP

Business Information Warehouse (SAP BW). If the alert modeler finds information that could affect the

current interaction, it alerts agents by automatically opening transactions or displaying script texts.

The alert modeler is a hidden engine that presents important information to an agent and automates

processes. It improves agent productivity and consistency and helps to reduce errors.

Examples:

Notify agent of a customer’s status (for example, gold customer, customer is late making payments) Notify agent of a customer’s entitlements (for example, service technician must be on site to repair

equipment within two hours) Notify agent of a customer’s open orders Execute a business transaction (for example, sales order) based on interactive voice response (IVR)

selections Launch interactive scripts based on agent actions Display message based on business partner attributes or key figures (for example, contact person has

children, customer has bought over $10,000)

8/12/2019 CR400_CIC_2



© SAP AG 2004

Rules and processing functions are written in JavaScript.

8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2



© SAP AG 2004

In the menu on the left, you can see the events defined in the meta model assigned to your alert modeler

profile.

Rules: One rule is always defined for one event and describes which function is triggered when the event

occurs.

Functions: Functions such as calling transactions, workspaces, and script texts can be defined here.

Examples of functions are provided in the JavaScript function library.

General data: Variables and so on can be defined here.

Function Library: This lists all function modules defined in your meta model assigned to your alert

modeler profile.

Properties: This provides details about your profile.

Finally, you must assign the alert modeler profile to your IC WinClient profile, and the hidden

component ALERT_MODLRX to your framework.

8/12/2019 CR400_CIC_2



© SAP AG 2004

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 7-10


• Add a rule to the alert modeler using JavaScript code

As an implementation consultant, you want to advise your client of thebenefits and customization considerations of alert modeler. Also, you

want to demonstrate implementation of a simple rule using JavaScript.

(This is not intended to teach JavaScript programming!)

1-1 Create your alert modeler profile using the DEFAULT meta model.

Choose

.

Alert modeler is a hidden component!

Provide a profile name () and choose .

The system will ask which meta model to use. Select the meta model.

Choose .

Select the tab and fill in the description.

: JavaScript code is case-sensitive. It must be entered exactly as shown.

Select the tab and add the following JavaScript code:

Select the tab and add the following code:

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 7-11

Place one blank line after the above code

In the tree control, double-click on the event and add the

following code (under the tab): Choose the button to ensure that the syntax is correct.

Choose and return to the IMG.

• Add the alert modeler component () to your framework ID

• Assign the newly created alert modeler profile to your IC WinClient profile

1-2 Test your setup by launching the front office.

Search and confirm a BP. Do you see your message?

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 7-12

1-1 Create your alert modeler profile using the DEFAULT meta model.

Choose

.

Alert modeler is a hidden component!

Provide a profile name () and choose .

The system will ask which meta model to use. Select the meta model .

Choose .

Select the tab and fill in the description.

: JavaScript code is case-sensitive. It must be entered exactly as shown.Select the tab and add the following JavaScript code:

Select the tab and add the following code:

Place one blank line after the above code

In the tree control, double-click on the event and add the

following code (under the tab):

Choose the button to ensure that the syntax is correct.

Choose and return to the IMG.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2



© SAP AG 2004

The inbox is displayed in the application area and includes:

E-mails and

Business transactions

In the following we will focus on the integration of e-mails into the agent inbox.

Using the buttons, the agent has the option to:

Transfer the contents of the e-mail to the knowledge search

Respond to the mail directly

Forward the mail to another agent

Set the mail to immediately

8/12/2019 CR400_CIC_2



© SAP AG 2004

An e-mail from a customer arrives ( the same workflow is also handling faxes and letters).

A reply is automatically sent to the customer to acknowledge receipt of the e-mail.

The e-mail is routed to the IC agent’s inbox workspace. ( the workflow can be used to

automatically create an activity of the type “inbound e-mail” (or “fax” or “letter”) with the document

attached to the activity.)

An agent clicks on the e-mail to preview it. If necessary, the agent may forward the e-mail to another

agent for processing. The agent double-clicks on the e-mail to select it for processing.

When the e-mail has been selected, the e-mail functions in the inbox become active and the customer

information and interaction history appear on the screen.

The agent accesses the knowledge search to search for solutions to the problem described by thecustomer.

The agent selects the appropriate solution and inserts it into the e-mail reply to the customer.

Any attachments linked to the solution are included in the reply email.

The agent sets the status of the e-mail message to .

ERMS based routing of mails is described in course CR410 IC WebClient.

8/12/2019 CR400_CIC_2



© SAP AG 2004

Using the buttons, the agent has different options for handling mails.

In customizing profiles, you can control which buttons and functions are available in the IC WinClient:

Transfer the contents of the mail to the knowledge search

Respond to the mail directly

Forward the mail to another agent

Set the mail to immediately

8/12/2019 CR400_CIC_2



© SAP AG 2004

The above graphic shows a process example based on a e-mail question from the business partner

Turner.

The mail appears in the agent inbox.

One of the agents selects the e-mail for processing.

As the mail contains a question (“How can power supply …”), the agent launches the knowledge search.

The body of the e-mail is automatically transferred to the text search field of the knowledge search

workspace.

The agent starts the search and selects one or more of the solutions displayed and scored in the result list.

By choosing , the agent transfers the selected solutions to the e-mail editor.

The solution is automatically integrated into a prepared e-mail answer to the business partner.

If necessary, the agent can edit the e-mail answer before sending it to the business partner.

8/12/2019 CR400_CIC_2



© SAP AG 2004

Here, you can assign a recipient to your service department’s e-mail address.

The recipient can be an individual employee, an organizational unit, or, as in this case, the business

object CICSUPRT2.

The business object CICSUPRT2 starts the workflow WS14000004 for e-mail (or fax or letter) inbound

processing.

In turn, agents are assigned to the workflow as the processors and, ultimately, as recipients of the mail.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 8-10

© SAP AG 2004

In the administration of the IC WinClient agent inbox, you can .

Agents can be assigned individually based on their users or positions. It is also possible to assign

organizational units.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 8-11

© SAP AG 2004

In the IMG, some steps need to be performed to activate the agent inbox.

The first step is to activate the agent inbox on IC WinClient profile level.

To make the agent inbox workspace available to agents, it must be assigned to the action box or to the

default workspace profile.

Several IMG activities allow you to configure workflow functions. In this way, you can make workflow

settings through Customizing transactions without having to deal with the workflow builder. Among

these setting are:

Valid addresses used in the process.

Activation of auto reply (acknowledgement)

Transaction profile of the business transactions that are automatically created by the workflow foreach incoming e-mail

In the editor profile, you decide which workflow tasks will fill the agent inbox workspace. You can also

control which functions can be used in the inbox and which editor is linked to the inbox.

The editor profile controls the templates, default signature, and e-mail reply address for reply mails.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 8-14

At the conclusion of this exercise you will be able to:

• Configure the E-mail Editor

• Use the delivered workflow through the agent inbox

You wish to learn how e-mails coming from the external mail server aretransferred by SAPconnect. You also would like to learn about

workflow to the agent inbox of the IC WinClient.

All the exercises of this unit are optional.

These exercises are additional information and not a mandatory part of the course scenario. Theschedule of the course does not consider the required time for these exercises!

The following description refers to the e-mail handling by the standard IC WinClientworkflow (which is not using ERMS). ERMS based mail handling is described in detail in

course CR410 IC WebClient.

1-1 SAPconnect settings

Open up SAPconnect administration by using transaction SCOT.

Select node (which stands for e-mail communication).

Create a new sub-node under INT:

Node:

Description:

Select .

RFC Destination: (for the simulation, or the real RFC destination in case of a real-

life scenario)

Select .

Address area: (do not forget the *)

this is the external e-mail address range of your company. Customers will send their

e-mails with service issues to addresses like this.

Do not make changes to the output formats.

Do not restrict send time

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 8-15

Set further address types:

Maximum waiting time: minutes

Select …

Select …

Select …

Select …

When asked “Carry out test,” choose .

1-2 Maintain receiving e-mail addresses

Now you have to maintain the internal e-mail address of the responsible service team. This

can be different from the external address.

Choose

.

Choose .

Address: (description: )

1-3 Maintain recipient distribution

Assign the external e-mail address of your company (matching your SAPconnect mail

node settings) to the service team’s internal e-mail address.

From the SAP menu, choose

New entry: Recipient:

New recipient:

You must use the F4 help to insert the new recipient.

Select .

In the F4 help, select .

Choose .

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 8-16

1-4 Workflow settings

Assign agent to workflow task.

The last steps were necessary to dispatch incoming mails to the internal mail address that is

assigned to your team’s organizational unit.

As there may be several employees in your team, you must decide if they are all

responsible for this mail workflow, or only a few of them.


Choose .

Choose .

Choose .

Assign your user, .

Go back one step ().

Note:

In some systems these worklfow-settings are buffered. In this case your new settings will

not be considered imediately.

To refresh the buffer go to the Business Workplace (Transaktion SBWP)

Menu:

Choose .

Expand workflow .

Select the button (grey light). It must be green afterwards.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 8-17

1-5 Customizing Agent Inbox settings

In the following we go through several steps that integrate the workflow task into the agent

inbox. The corresponding IMG activities can all be found in:

.

Here you must activate the agent inbox for your IC WinClient profile. Make a new entry

for your IC WinClient profile and activate.

In the training system there already is an entry for the global settings. A new global setting

entry would only be possible if you first set up new workflow rules as described in the

documentation of this IMG activity.

The required communication type settings for the communication method INT (e-mail) arealso preconfigured.

Optional settings that influence the workflow (do not change in training system) are:

- Send auto reply to customer

- Automatically create activity based on incoming communication process

- Manually create activity based on incoming communication process

(both should be active!)

- Priority of workflow item

- Time until escalation of workflow item

Here you define a profile for the workspace INBOX. You do not need a new entry, as the

pre-configured profile CONFIG1 should match our requirements:

- Show workflow inbox is activated

- Editor profile EDITORDEFAULT is assigned

Here, communication methods like mail or fax are assigned to corresponding tasks in the

workflow. In our case, the relevant entry is already there:Task (process email) Communication Method (e-mail).

This is the task of the workflow you linked to your user in step 1-5.

Here you can define a profile for the e-mail editor workspace MAIL_EDIT. The

preconfigured profile EDITORDEFAULT matches your requirements, so you do not haveto make changes here. Important settings are standard texts and e-mail addresses for the

response.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 8-18

1-6 Assign Inbox workspaces to default workspace profile.

Choose .

Open up your workspace profile .

Assign workspaces for agent inbox profile

(Make sure that your default workspace profile is assigned to your IC

WinClient profile ).

1-7 Test the e-mail process

.

Go to the e-mail workplace by using transaction SBWP.

Send a mail to the valid address range for external e-mailaddresses that you created in exercise 1-1 and further specified in the

recipient mails distribution (1-4).

.

Log on to the IC WinClient.

Navigate to the workspace

1-8 TroubleshootingGo to SAPconnect by using transaction SCOT.

Select the e-mail node.

Choose ( ).

This way you can see if the mail was routed by your node .

(transaction SWEL)

Here you can check if the event “mailreceived”of the workflow task was successfully

created.

8/12/2019 CR400_CIC_2



© SAP AG 2004

Remind all Customers that our new service hotline is 0800-343434

Two types of scripting are supported in the Interaction Center: reminder scripting and interactive

scripting.

Reminder scripting is triggered by events or system activities in the Interaction Center, such as:

Agent logs onto the IC and reminder scripting gives the agent a greeting

Agent takes a call and reminder scripting gives the agent a general tip on how to start the call

Interactive scripting consists of questions, possible answers, and corresponding development of the

conversation. Other functions can be called automatically from the script, such as creation of a sales

transaction or search for the solution to a customer problem, all depending on how the customer answers.

8/12/2019 CR400_CIC_2



© SAP AG 2004

Scripts are triggered by events or system activities in the Interaction Center. For example, when a call is

answered, an event is triggered by accepting the call and the corresponding script is displayed.

Variables can be used in reminder scripts:

Fixed values

Certain system fields (for example, user or system date)

Call-attached data

Customer-related information

Reminder scripting can support both, inbound and outbound call processing.

Steps for setting up reminder scripting:

Create a scripting profile with various activities (actions) to be scripted in the IMG ( ).

Maintain script text, variables, and profile assignments in scripting administration (in the IC

administration, not in the IMG).

Assign this scripting profile to your IC WinClient profile.

Repeat steps 1 and 2 for each script/action combination.

8/12/2019 CR400_CIC_2



© SAP AG 2004

A reminder scripting profile defines which IC events (activity codes) you wish to have scripts for.

Examples of events include logging on to the Interaction Center, answering calls, or putting calls on

hold. The scripting profile is attached to an IC WinClient profile.

IC events (activity codes) are predefined and cannot be modified. A list of possible choices is available

by choosing .

IMG:

.

As seen on previous pages, the actual script (SAPscript ID) is assigned in the IC front office menu, as

scripts change frequently.

SAP Easy Access: .

If any scripting profile is assigned to an IC WinClient profile, at least one script must be created in

administration or an error will be raised when the front office transaction is executed.

8/12/2019 CR400_CIC_2



© SAP AG 2004

Hello ...

Question: A

Question: B

Answer:

Answer:

Answer:

Answer: Thank you ...and good-bye

manually or automatically

Interactive scripting helps the agent to communicate with business partners. The agent can select and call

up scripts manually. Scripts can also be linked to a marketing campaign. In this case, the script opens

automatically as soon as a call is carried out for the campaign. The agent can also specify events that

enable a specific script to be called up.

The script provides question-and-answer alternatives, which the agent can use during his conversation

with the customer. The script can call up specific transactions, depending on the customer’s answer. The

script also can branch to the order entry transaction, for example. The agent can then branch back from

the transaction at any time. In addition to transactions in mySAP CRM, the script can call up transactions

in other SAP systems (SAP R/3 or SAP APO, for example) and Internet and intranet pages.

The conversation is saved as a history. This enables the agent to access information about previousconversations with the customer. The conversations can also be evaluated statically and used by

marketing to distribute the business partners to target groups.

8/12/2019 CR400_CIC_2



© SAP AG 2004

(default workspace

or action box)

(default workspace

or action box)

To retain and provide Interaction Center agents with scripts, you must perform several steps.

First, maintain the individual script texts.

Second, set up the interactive scripting tree. For this step, first draw a picture of the decision tree with all

possible nodes and answers. Then build up this theoretical tree in the software.

After finishing the interactive script, integrate the script into the IC components by adapting the default

workspaces and the action box settings.

Finally, assign the necessary components concerned to the profile of the relevant agents.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-11

© SAP AG 2004

Call lists can be generated from business partner calling hours. This allows periodic calls.

Calling hours can be maintained in the master data of the business partner:

Monthly, weekly, daily

Time

Exceptions: Workday calendar, holiday calendar

Time zone management

To generate a periodic call list, choose SAP Easy Access:

.

The call list administrator must specify the business partners for which periodical calls according to

calling hours should be generated. To do this, refer to an existing target group (maintained throughmarketing). In addition to business partners, you can select contact persons (or partners of other

relationship categories) of the main business partners.

The call list administrator must specify the time frame for the periodical call lists.

Call lists are distributed via call list administration.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-13

© SAP AG 2004

Manual creation of call lists takes place in the call list administration: SAP Easy Access:

.

Give the new call list a meaningful name.

Add the new calls to the call list.

Using the context menu, add a new business partner to this call list.

An interactive script may also be added here.

Finally, assign the call list to the agent for processing. Assignment can take place on the level of agent

(user ID), position, or organizational unit.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-14

© SAP AG 2004

You must maintain the assignments of a call list (regardless of its origin) before it can be used in the

Interaction Center. You can make the assignment in call list management: SAP Easy Access: .

Call lists can also be processed:

Individual calls can manually be removed from, added to, or moved to other lists.

The synchronization of call lists means that the agent can specify the time frame and select appropriate

contact persons in addition to the main business partners. The agent can then choose, while he is

carrying out the call list, whether he wants to call the main business partner or one of the contact

persons.

Scripts can be assigned to the call lists. Call lists can be divided into two or more lists.

Call lists that have been created separately can be combined.

Call lists can be copied and renamed.

The call lists are then assigned to the relevant organizational units, positions, or even individual users for

processing.

Several key figures (size of call list, number of open and completed calls, and so on) allow you to

monitor call list processing.

The call list must be activated.

8/12/2019 CR400_CIC_2


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-16

© SAP AG 2004

Interaction Center analytics supports IC managers in analyzing their Interaction Center and provides a

complete evaluation infrastructure with predefined business content.

Interaction Center Statistics

Statistical data from the communication system (technical framework and basis for the Interaction

Center, which, for example, contains systems for CTI and message routing) is combined with business

data from the SAP CRM system. The resulting Interaction Center statistics, together with real-time

status information, provide numerous analyses that you can use to monitor and evaluate trends in the

interaction center. You can analyze, for example, the inbound and outbound connection volume,

average handling times, and the service levels of the calls.

Interactive Scripting Evaluation You can use interactive scripting evaluation to analyze customer responses to questions in interactive

scripts. This function works together with SAP CRM to track button clicks made by agents as they

work through interactive scripts in the Interaction Center. When customers answer questions, agents

choose buttons to indicate the answers. The interactive scripting evaluation records these button clicks

in mySAP Business Information Warehouse (mySAP BW). You can use this recorded information to

display an overview of all executed scripts, the questions and answers of a particular script, a list of

business partners who gave particular answers, or a particular time period.

Call list evaluation helps you to monitor the progress of the call list.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-17

© SAP AG 2004

Interaction Center Statistics

Third-party software provides CTI statistics to the CRM system, and then updates data in that system.

You can use report CRM_CIC_CTI_LOAD to upload the interaction statistics from the

communication system. You can find this report in the SAP Easy Access Menu under

→ → . The system provides agent data,

business partner data, and campaign data. The system transfers data from SAP CRM to tables in the

mySAP Business Information Warehouse (mySAP BW). You can monitor connection volume. To dothis, use queries 0CRM_CTI1_QCVOL and 0CRM_CTI2_QVOL1. You can also monitor call

abandonment rates. To do this, use query 0CRM_CTI_QABRT1. Additionally, you can monitor

average handling time. To do this, use queries 0CRM_CTI_QHDTM1 and 0CRM_CTI2_QHDTM1.You can also monitor customer wait time. To do this, use queries 0CRM_CTI_QASA1 and

0CRM_CTI2_QASA1. In addition, you can monitor calls processed in a particular time interval and

set a time interval for any of the available queries.

Statistical data from the communication system (technical framework and basis for the InteractionCenter, which, for example, contains systems for CTI and message routing) is combined with business

data from the CRM system. The resulting Interaction Center statistics, together with real-time status

information, provide numerous analyses that you can use to monitor and evaluate trends in the

interaction center. You can analyze, for example, the inbound and outbound connection volume,

average handling times, and the service levels of the calls.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-18

Interactive Scripting Evaluation

You have an overview of the necessary details of the interactive scripts used in your campaigns. Youcan use this information to determine the effectiveness of existing scripts and areas where you can

improve scripts. You can even create new target groups for future campaigns. For example: As a rule,

you include a question in all your scripts asking customers to verify their address. At the end of eachmonth, you create a list of all customers who responded that they have a new address. You can group

these names together to create a target group of customers who may be in the market for additional

products and services.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-20


• Configure and test reminder scripting

1-1 When the agent starts the front office, have a welcome reminder script greet the agent.

After ending contact, the agent’s attention should be drawn to additional necessary

administration work.

1-2 Test the new script and scripting profile by starting the front office.

: Make sure that your framework has a visible reminder scripting component

(SCRIPT_DISP) as well as a hidden scripting component (HIDDEN SCRPT). Once you

create your scripting profile, it must also be assigned in the IC WinClient profile. Create

any variable before creating any script text.

Scripting Profile (done in IMG)

Assigned events:

START_CCM

END_CONTACT

Script Text Name

Triggered by START_CCM

(done in user menu)

Welcome [user name] to the IC front

office.

Script Text Name

Triggered by END_CONTACT

(done in user menu)

Do not forget to do the paperwork.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-21


• Create an interactive script and assign it to an IC profile

• Use interactive scripting as a contact center agent

As an Interaction Center manager, you want to support your contact

center agents by providing interactive scripts. You will create a new

script to support the agent’s conversation with the customer. After

designing the required scripts, you create the appropriate scripting

profiles, which fit to agents’ IC profiles.

1-1 Create an interactive script.

1-1-1 Prepare a draft drawing with a simple script structure. See following example:

End script

YesYes

No

No

End script

Order entry

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-22

1-1-2 Create script texts for your script tree.

To expedite entry of your interactive script tree, you may wish to create texts in

advance. For the example above, you would only have to create scripts for the two

phrases shown in bold.

From the SAP menu, choose

: Use for the text ID.

Enter your text and save your entry. Repeat the process as needed for your script

structure.

1-1-3 Create the interactive scripting tree.


Create a new entry. For easy identification, give your script a description that startswith your group number.

: The script ID will do the numbering automatically if you like, but for easy

identification you may wish to use 9##.

Choose today’s date as and a year from today as .

Set the status to .

Use drag and drop to move the required tree elements to the work area (red square

is the starting point, ending nodes are always the circular elements, and other nodes

that lead to additional nodes are yellow elements).

: When adding elements, drop the new element on top of the preceding element

and it will place itself correctly and draw a connecting line.

Double-click on the elements to specify the properties (only for the red and yellow

elements, as well as for the links descriptions that must be maintained; for the

circular elements no properties need to be maintained).

If you want to add text to an element, double-click on the element. A box will

appear with lists of existing texts. Create a new question. Enter question ID (juststart with 9##1 and count to 9##n) and description.

Use as the value function. The SAP script ID

should be . Search for you script or enter it manually.

If you wish to create an SAP script text rather than using a text you previously

made, or if you wish to modify an existing text, choose to

add the text. Save your new configurations.

Once your text is identified, choose the green check mark. You will see your

question ID appear on the element.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-23

: Select the yellow element at the bottom of

your screen. Select the element in your script tree that you wish it to follow. The

new element will then add itself to the script tree, and automatically make the

connector.

: After you have defined nodes on both

sides of the connector, double-click on the connector. All existing script answers

will appear. You can select one of the responses provided by double-clicking on it,

or you can create a new response.

To create a new answer for a connector, choose and type in

an appropriate text.

: First choose ananswer for the connector. In the Scripting Replies: In the dialog

box, you will see the field. Use CIC-AB and enter the name of the

action you wish to follow. This action corresponds with the abbreviation for atransaction found in the agent’s action box.

Use the code SALE to start a sales order workspace for your agents with the current

profile. Check your transaction abbreviations in your action box if you want to start

another transaction.

The EXIT_TO_SCRIPT function guides you back to the beginning of the script

after finishing the sales order or activity entry. Therefore, if you enter SALE

EXIT_TO_SCRIPT, it will guide you back to the beginning of the script after

finishing the sales order.

Connectors to end points that do not trigger any action box. Double-click on the

connector and select a response. Choose .

When script tree is finished, save the new tree for interactive scripting. Check the

script by choosing . If you find errors, correct them, save your entries

again and check it again, until your script is error-free.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-24

1-2 Create a new Interactive Scripting Profile.

1-2-1 Create a new profile.

Choose

.

Create a new entry. Use the syntax CRM4_## to name the profile. Select your

logon language.

1-2-2 Assign your script to your new interactive scripting profile. Add any other scriptsyou would like.

1-3 Integrate the new interactive scripting profile into your IC WinClient profile.

1-3-1 Go to your own profile for automatically created workspaces and include your new

scripting profile.

Choose

.

Select the workspace with slot name and change the profile of the script

workspace to the profile you created (CRM4_##).

Choose and click through any change request dialog boxes.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-25


• Generate call lists for periodic calls

• Assign call lists to Interaction Center agents

• Execute call lists as an Interaction Center agent

As an Interaction Center manager, you generate call lists for

telemarketing. For execution of the newly generated call list, you need to

assign call lists to the agents in your Interaction Center.

Customer ##Turner needs to be called on a periodic basis, so you will set

up a call list to do so.

You also work part time as a call center agent; thus you will process calls

for the newly created call list.

As a call center agent, you maintain a sales transaction in the IC. You use

different functions of telesales in the IC.

1-1 Check that calling hours are maintained for the customer.

You want to be sure that calling hours are maintained for your customer, ##Turner, for

whom you wish to set up a periodic calling plan. Where would you look? Look there now.

Maintain the calling time as weekly, Thursdays, from 8.00 to 16.00.

1-2 Generate a call list for periodic calls.

1-2-1 Generate a call list for the business partner ##Turner. Use today’s date as . Select as the transaction type.

Use the name as .

1-2-2 Assign the generated call list to the organizational unit CR400-##.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-26

1-3 Work with the generated call list.

1-3-1 Log on to the Interaction Center. Select your agent position in the organization

CR400-##.1-3-2 Select the tab and double-click on the call list that you have set up. A

new workspace will be created, displaying the calls on the respective call list to be

performed by the Interaction Center agent.

1-3-3 Choose a call from the call list and check the customer information and the contact

history. What areas of the screen give information about contact history?

1-3-4 Initiate dialing to perform the call.

1-3-5 It is standard procedure in your Interaction Center to use scripts as you make calls.

Select a script for your call.

1-3-6 End the call.1-3-7 Wrap up the call and end contact.

1-4

Familiarize yourself with the option of adding calls manually to call lists. This is possiblein two places:

Choose .

Open the new call and choose .

Choose on the top left of the screen to assign the business partner to

the new call.

On the tab page: Directly above the call list there are two white icons:

or .

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-27

1-1 When the agent starts the front office, have a welcome reminder script greet the agent. After

ending contact the agent’s attention should be drawn to additional necessary administration

work.

1-2 Test the new script and scripting profile by starting the front office.

: Make sure that your framework has a visible reminder scripting component

(SCRIPT_DISP) as well as a hidden scripting component (HIDDEN SCRPT). Once you

create your scripting profile, it must also be assigned in the IC WinClient profile. Create any

variable before creating any script text).

Scripting Profile

Assigned events:

START_CCM

END_CONTACT

Script Text Name

Triggered by START_CCM

Welcome [user name] to the IC

front office.

Script Text Name

Triggered by END_CONTACT

Do not forget to do the paperwork.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-28

Choose .

• Choose .

• Enter in the field, then select event.

• Re-enter in the field, then select event.

• Save your new configurations.

In the IMG, choose and select your IC profile (ZCIC_##).

Select the component profile for the profile category SCRIPT_PROFILEusing .


From the SAP menu, choose . Create variables (for example, CRM-01

or CRM-02) using the field (for example, sy-uname) or fixed values as required.

From the Interaction Center WinClient Administration menu, choose .

• Enter in the field.

• Select (CIC scripting standard text) as the text ID.

• Select a language.

• Choose .

• Enter the text for WELCOME_## script. To include variables in your script, place thevariables inside brackets inside the script, for example [sy-datum]. The variable names

are case sensitive.

• Save your new configurations.

Repeat for the END_CALL_## script as above.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-29


• Choose .

• Choose your scripting profile (ZRSCRIPT_##) using .

• Select the event.

• Select the valid dates: .

• Select for text ID.

• Select for the text name.

• Choose .

• Repeat the above steps for the END_CALL_## text.• If desired, select the option, which will display the new script in the

scripting component without clearing any existing scripts.

Test your scripts by running front office and raising the appropriate events.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-30

1-1 Create an interactive script.

1-1-1 Prepare a draft drawing with a simple script structure. See following example:

End script

YesYes

No

No

End script

Order entry

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-31

1-1-2 Create script texts for your script tree.

To expedite entry of your interactive script tree, you may wish to create texts in

advance. For the example above, you would only have to create scripts for the two

phrases shown in bold.


Give the script a name that will be easy for you to find again. Use for the text

ID.

Choose .

Enter your text. Save your new configurations.

Repeat as often as is necessary to build your scripts.

1-1-3 Create the interactive scripting tree.


Create a new entry. For easy identification, give your script a name that starts with

your group number.

Choose .

Enter the script name, using a script description that begins with your groupnumber. The script ID number will be created automatically. To make the searcheasier, enter 9##.

Choose today’s date as V and a year from today as V .

Set the status to . Choose from the drop-down list in the field.

Use drag and drop to move the required tree elements to the work area (red square

is the starting point, ending nodes are always the circular elements, and other nodes

that lead to additional nodes are yellow elements).

Double-click on the elements to specify the properties (only for the red and yellow

elements, as well as for the links descriptions that have to be maintained; for the

circular elements no properties need to be maintained).

If you want to add text to an element, double-click on the element. A box will

appear with lists of existing texts. Choose . Enter question

ID (just start with 9##1 and count to 9##n) and description (any free text). Use

as the value function. The SAP script ID should

be . Search for you script or enter it manually.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-32

If you wish to create a SAP script text rather than using a text you previously made,

or if you wish to modify an existing text, choose to add the

text. Save your new configurations.

Once your text is identified, choose the green check mark. You will see yourquestion ID appear on the element.

: Select the yellow element at the bottom of

your screen. Select the element in your script tree that you wish it to follow. The

new element will then add itself to the script tree, and automatically make the

connector.

: After you have defined nodes on both

sides of the connector, double-click on the connector. All existing script answers

will appear. You can select one of the responses provided by double-clicking on it,

or you can create a new response.

To create a new answer for a connector, choose and type inan appropriate text.

: First choose an

answer for the connector. In the Scripting Replies: In the dialog

box, you will see the field. Use CIC-AB and enter the name of theaction you wish to follow. This action corresponds with the abbreviation for a

transaction found in the agent’s action box.

Use the code SALE to start a sales order workspace for your agents with the current

profile. Check your transaction abbreviations in your action box if you want to start

another transaction.

The EXIT_TO_SCRIPT function guides you back to the beginning of the script

after finishing the sales order or activity entry. Therefore, if you enter SALE

EXIT_TO_SCRIPT, it will guide you back to the beginning of the script after

finishing the sales order.

Connectors to end points that do not trigger any action box. Double-click on the

connector and select a response. Choose .

When script tree is finished, save the new tree for interactive scripting. Check the

script by choosing . If you find errors, correct them, save your entries

again and check it again, until your script is error-free.

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-33

1-2 Create a new Interactive Scripting Profile.

1-2-1 Create a new profile.

Choose

Create a new profile. Use the syntax CRM4_## to name the profile. Select your

logon language.

1-2-2 Assign your script to your new interactive scripting profile.

Mark the newly created profile and choose on the left. Choose and enter your interactive script as a new value. Choose and click

through any change request dialog boxes. If you like, you may add additional

scripts to your profile

1-3 Integrate the new interactive scripting profile into your IC WinClient profile.

1-3-1 Go to your own profile for automatically created workspaces and include your new scriptingprofile.

Choose

.

Select the workspace with slot name and change the profile of the scriptworkspace to the profile you created (CRM4_##).


8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-34

1-1 Check that calling hours are maintained for the customer.

You want to be sure that calling hours are maintained for your customer, ##Turner, for

whom you wish to set up a periodic calling plan. Where would you look? Look there now.

Run transaction BP. From the SAP menu, chose

.

Use the drop-down list to search for your customer, ##Turner. Switch from display to

change mode, using the icon or .

Switch to the partner role of consumer by choosing the drop down in the

field. Select the tab.

Under the section, look to the right of the button to see if

calling hours are maintained.

You can review the rule and times chosen by choosing . If no hours aremaintained, choose the rule and the times

8:00 to 16:00.

If you have made changes, save your data.

1-2 Generate a call list for periodic calls.

1-2-1 Generate a call list for the business partner ##Turner. Use today’s date as . Select as the transaction type.

Use the name as .


Transaction Type: PCAL (Outgoing Telephone Call)

Processing Horizon from Date from: Today’s Date

Date to: Today’s Date

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-35

Target Group: (leave blank)

Business Partner: 3271 to 3280, choose

to add ##Turner.

Use Profile: Select

Select from the drop-down list

Default Agent: Enter your user here (CRM-##)

(Use match code: partner according to user)

Generate Call List: Select

Call List Type: Outbound Telesales

Call List title: Call List ##

Interaction Center: US Contact Center Chicago – 50000858

Responsible User ICMAN

Call List Priority Enter

Generate the call list by choosing . You will get a message on the bottom of the screen that the request has been

submitted.

You will receive a message stating the number of activities that were generated for

your business partners (this should be between 8 and 10 activities).

8/12/2019 CR400_CIC_2


(C) SAP AG CR400 9-36

1-2-2 Assign the generated call list to the organizational unit CR400-##.


On the left side of the screen, select . Select the call list

Call list information and functions are now displayed to the right of the

screen.

Choose .

The assignment area will be empty. Choose and search for the

organizational unit . Choose the entry and confirm yourchoice.

Activate your call list (choose to activate) or right-click on the Call List ##

and then activate.

1-3 Work with the generated call list.

1-3-1 Log on to the Interaction Center. Select your agent position in the organization

.


1-3-2 Select the tab in the application area and double-click on the call list that

you have set up. A new workspace will be created, displaying the calls on the

respective call list to be performed by the Interaction Center agent.

1-3-3 Choose a call from the call list and check the customer information and the contact

history.

Double-click on a customer call in the call list. Look into the contact history for the

chosen customer in the navigation area. By using the and buttons in

the campaign workspace, you can preview the customer and contact information for

other call activities before selecting the one to dial.

1-3-4 Initiate dialing to perform the call.

Start the call (telephone icon above the call list). The call status view displays

. Choose in the telephone function bar to be connected to the

customer. The call status will change to in the call status view.

1-3-5 Select a script from the tab page. When you reach the end of the script,choose the button. Change the telesales transaction that is linked to thiscall (enter material HT-1010, quantity 1).

8/12/2019 CR400_CIC_2


1-3-6 End the call.

1-3-7 Wrap up the call and end contact.

Choose the button in the telephony quick keys to save all of the dataand transactions entered during customer contact.

Go back to the call list. Choose the green check mark if the call was successful orthe red if the customer must be contacted again.

1-4

Familiarize yourself with the option of adding calls manually to call lists. This is possible

in two places:

Transaction: Choose .

O th ll d h

cr400_cic_2

Documents