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New Layout in the Customer Interaction Center (CIC) ( RELNISM_463_CIC_ALL_1 )

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Short text

New Layout in the Customer Interaction Center (CIC)

Use

As of Release 4.63, a new screen layout (with two possible sizes) that divides the screen into four large areas is available for framework maintenance. This layout provides significantly improved integration of contact-specific data and processes in the CIC and means that most processes can be performed from the CIC framework screen.

The screen is divided as follows:

• Area containing data on the caller or current business partner (top left)

• Area containing call status and a new action box in the form of an application toolbar with dropdown menus (top right).

• Navigation area (bottom left)

• Application area (bottom right)

Parallel display of information views or simultaneous processing of multiple tasks is possible in the navigation and change areas. Each view or application can be displayed on the interface by selecting the appropriate tab page.

All HTML-based applications from the current R/3 System, other R/3 Systems, Intranet or Internet can be run in the application area. Internet Application Components (IACs) or applications that can be represented in the WebGui are suitable R/3 applications.

The advantages of this layout do however mean that flexibility of selection and positioning of components in the franework is restricted as a result of the different slot sizes used.

Effects on Existing Data

Existing CIC profiles for the previous layout can still be used but these do not allow you to make full use of the new options available.

Effects on System Administration

Although a screen variant that is designed for a screen with 1024x768 pixels (~ 17" screen) is available, SAP advises you to use a larger variant that is designed for display with 1280x1024 pixels (~21" screen).

Effects on Customizing

Make the settings required under:

• Customer Interaction Center (CIC)

• Maintain Standard Settings for the Navigation and Application Areas

Further Information

Release notes for 4.63:

• Data Environment for the Navigation Area in the CIC

• HTML Customer Overview

• Entry of Customer Contacts in the CIC Application Area

• Business Partner Search/Processing in the CIC Application Area

• Execute Action Box Calls in the CIC Application Area

• Workflow Inbox for the Customer Interaction Center Application Area

• Process Documents Received by the CIC

• Externally Triggered Callback Requests for the Customer Interaction Center

• User-Defined GUI Status in the Customer Interaction Center (CIC)

• Contact History in the Customer Interaction Center Navigation Area

• M/AM Order List in the CIC Application Area

• Ad Item Entry in the CIC Application Area

• Ad Spec Editor for the Navigation Area in the CIC

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Length: 4592 Date: 20240602 Time: 190217     sap01-206 ( 59 ms )