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CRMC_IC_WCNT - Define Work Client Settings

CRMC_IC_WCNT - Define Work Client Settings

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In this Customizing activity, you can make settings for work clients. You must define work clients if you are connecting SAP ERP backend systems to your SAP CRM system using the client switch function.

The client switch function uses the SAP client concept to connect each SAP ERP backend system to a separate work client in the SAP CRM system. This way, data from separate backend systems can be segregated in the SAP CRM system.

The client switch function is mostly used by business process outsourcing providers and service centers, which prefer to segregate the data of their different customers (backend systems) by using a separate SAP CRM work client for each customer. Reasons for the data segregation can be high deviation in data models, legal or corporate data privacy regulations, or configuration requirements leading to a high complexity in data and process distribution.

For more information about configuring the client switch function, see Basic Settings for Interaction Center in SAP Solution Manager.

No default Customizing is delivered.

For each work client, make the following settings:

  1. Enter a work client ID and description.
  2. Enter the path, server, and port of the work client.
This information comes from the URL of the work client. For example, if the URL is http://pwdf051.wdf.sap.corp:40443/sap/bc/bsp/sap/crm_ui_frame/default.htm, you enter the following:
  • Path: /sap/bc/bsp/sap/

  • Server: pwdf051.wdf.sap.corp

  • Port: 40443

  1. Enter the protocol, system ID, and client.
  2. Enter the business role for the work client.
You must create a unique business role in each work client and assign any IC agents who will use this work client to this role. The IC agents must have the same username in both the main client and the work client for this to function properly.
  1. Enter the remote function call (RFC) for the client.
For more information on how to create a RFC for each work client, see SAP Solution Manager.
  1. Under DNIS, E-mail, and Chat, enter any relevant information that the system can use to automatically identify and propose the correct work client for the incoming interaction.
If the recipient information (DNIS, e-mail address, or chat information) of an incoming interaction matches that of any information provided here, the existing work client appears as a proposed work client for the IC agent.






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