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CIC Front Office ( RELNPM_45A_CS_CI_CUSTOM2 )

CIC Front Office ( RELNPM_45A_CS_CI_CUSTOM2 )

CL_GUI_FRONTEND_SERVICES - Frontend Services   ROGBILLS - Synchronize billing plans  
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CIC Front Office

Description

The CIC front office is available from Release 4.5A for interacting with your customers. The application is highly modularized. Both the functions and the user interface can be completely customized to meet the specific needs of individual agents.

A framework, which can be configured individually for the agent depending on the process steps and requirements concerned, forms the foundation of the CIC front office.

Front Office Framework

The front office framework forms the basis for all operational functions that are available in the customer interaction center (CIC). You can assign each individual function to the framework using a framework ID.

The design of the framework makes it possible to:

  • Activate any combination of functions
  • Extend the functions using custom-built functions, which can then be simply linked to the framework

A complete set of functions is delivered in Release 4.5A, which enable the operation of the CIC as a call center.

You can place visible elements of functions (subscreens) as required on the user interface. To do this, you can choose any of the six slots of the framework or use the container function provided, to place functions on different tab-strip pages.

Front Office Framework Components

The following describes all components delivered by SAP that allow you to operate the CIC as a call center:

  • Toolbar
The toolbar enables you to place any telephony function or agent work mode (see Release Note Processing Functions and Modes) in the application toolbar of the screen. In this way, you can customize the toolbar to meet specific agent and process requirements.
  • Quick Keys
Quick keys allow designation of a maximum of 12 pushbuttons as fast access keys in the toolbar for any telephony function or transaction call of the CIC or the R/3 System (see Release Note Processing Functions and Modes). Each agent can perform customizing according to their individual requirements, therefore eliminating the need to scroll down menus or to navigate through tabs of the action box.
  • Call State Display
This component displays the current state of any party participating in the call. In this way, the agent always has control over which party is active, which is taking part in the conference call, which has been put on hold, and so on.
All new incoming calls are displayed in a dialog box to alert the agent. This enables the agent to decide whether to accept and answer the call or to deflect it to another queue. The dialed number identification (DNIS) and its translation are also displayed.
  • Business Object Display
The business object display is the repository in which all business objects and data that have accumulated during the call are managed. This data involves information which the CTI or the interactive voice response (IVR) unit might have collected before the call was dispatched to the agent.
Business objects are documents in the R/3 System that the agent accessed or created while processing the call (for example, customer and contact data, service notification, sales order). They are displayed in the business object display from where the agent can display the details of various objects at any time.
In addition, the document flow links and references all business objecs to enable you to retrieve them later.
  • Action Box
The action box allows the agent to have access to all transactions required for his day-to-day business. The transactions are organized in the form of a tabstrip container.
The contents of the action box can be personalized according to agent skill. Any combination of transactions can be displayed and configured using icons and tabstrips to meet the specific requirements of the agent.
When an agent begins a business process through the action box, data from the business object display is used to fill fields with known and validated customer data in advance. This data includes, for example, customer number in the sales order, contact person, serial number of the product in the service notification. This streamlines call processing enormously and reduces data inaccuracy due to typing errors.
All new business objects that are created during the call are collected again in the business object display and linked to a contact record by the document flow for subsequent analyses.
  • Document Flow
The document flow (also known as "object reference") provides the link from the telephone call to all business objects that have been involved in the processing of a call. This might include objects that were created during processing of the call (for example, sales order or service notification) and also objects that were only displayed (for example, customer or contact data).
The document flow allows a logical analysis of the business processes for each individual customer contact. This also includes reference documents that are not saved in an application component of the R/3 System such as the connection ID of the call.
  • Scripting
The scripting component supports the agent with "reminder scripting" during the processing of a call. You can customize the level of scripting to meet the individual requirements of the employees concerned and define for which steps they should be supported.
Scripting comprises the following functions:
  • Creation of SAPscript documents

  • Use of variables (for example, time, customer name, title)

  • Language-specific scripting

  • Customer-specific enhancements, which you can use to modify documents to meet the requirements of your company

  • Logging
You use this component to log all the activities of the agent during the processing of calls. The activities are called up by the components according to their functional purpose. In general, the system logs particular events in tables for all components.
Some activities are mandatory and others can be deselected in Customizing. The connection ID is an example of mandatory logging.
  • Computer Telephony Integration (CTI)
The CTI component runs in the background and does not contain any visible elements or screens. It is the central component that enables the exchange of data and consistency between the functions in the CIC and the SAPphone APIs for computer telephony integration (CTI). In this way, all of the agent's working sessions, as well as all telephone operations from the application are registered with the CTI component.
  • Call Center
Call center is also a component that runs in the background of the framework and performs the comparison of information for the incoming and outgoing processes of the call. This component represents the bridge between CTI and the rest of the application.
In this component, the caller is identified on the basis of his phone number (Automatic Number Identification (ANI). The data found for the customer contact is displayed for the agent.
In addition, fields for the called number (DNIS) and the translation fields are filled with relevant information.
The call center component can be customized in such a way that caller identification processing includes ANI, call attached data, and custom function calls.
If the system cannot automatically identify the incoming call, it is necessary to start a contact search using the search and display of contact data.
  • Search and Display of Contact Data
You use this component if the system cannot automatically identify the caller (for example, because the caller is not phoning from his own telephone, or because the caller is a new customer who has not yet been entered in the customer contact file). The customer can then be serached for or created, using this component.
Depending on the type of call involved, different versions of this component are available to you. In the case of a customer call, employees of a customer service center can perform a search in a customer database. In the case of a call by an internal employee, employees of a company-internal helpdesk can search by employee and so on.
  • Container Component
The container component is a fully configurable tab-page subscreen that can be integrated using one of the six available slots in the main screen. You can use it to fill the slot with several components so that you have more than six components available to you at the same time.
  • Callback Categories
During processing of a customer call the agent can schedule a callback. The agent can assign the callback to a category (for example, campaigns, complaints, customer service) and schedule it for a particular time. It is also possible to specify the agent who should process the callback. The information about the caller is defaulted from the current call. The agent can enter notepad text and add further information. He can also schedule the callback time.
To process a scheduled callback, the agent simply clicks on the required entry in the callback list.

Front Office Administration

  • Agent Settings, Skills, Phone Numbers and Queues
The CIC organization structure uses the Basis application component Organizational Management. From Release 4.5A you can represent your organization structure using three levels - from organization units to individual employees.
Infotype 1260 from the Basis component enables assignment of the CIC profile. It is possible to transfer data to all lower nodes in the hierarchy structure, unless these hierarchy levels contain their own unique CIC profile information.
When the front office is started up, the components and the interface screens are displayed as they have been defined in the CIC profile and in the Customizing settings for the agent who is logged in.
Telephone-based information such as extension number, workstation setup and personal phone book, are specified in SAPphone administration.
  • Archiving
Archiving makes it possible to manage the data that is accumulated. From Release 4.5A the archiving functionality allows data selection in specific date ranges.
  • Evaluations
A set of reports enable the manager of the call center to analyze data from the business processes (for example organization/agent time reports, call volumes, agent activities).

Damage caused to data by errors

Software/hardware requirements

Installation information

Effects on System Administration

Effects on Customizing

You must perform the necessary Customizing settings to be able to use CIC front office. You can find more information in the Implementation Guide:

Proceed

Effect on batch input

Changes to the Interface

Changes in procedure

Procedure for removing dataset errors

Dependent functions

Planning

Further notes






Addresses (Business Address Services)   CPI1466 during Backup  
This documentation is copyright by SAP AG.

Length: 13305 Date: 20240523 Time: 053214     sap01-206 ( 348 ms )