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CRM_CIC_002 - Define CTI Component Profile

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The CTI component makes the actual calls to SAPphone when the Interaction Center (IC) WinClient soft phone functions are used. CTI provides the telephony portion of the call center functionality to the IC WinClient.

Create or select a CTI administration profile name. Once created or displayed, this profile controls the automatic login of the call center agent, the logical system to which inbound call center calls are associated, and whether the agent may select a queue or queues to which to login. You can select the following options for the CTI administration profile:

• Logical system

This input field is the logical system that is associated with inbound call center calls. It enables the document flow tracking, and allows the relation of R/3 business transactions with call center data stored by the CTI system. This logical system name should be unique for each unique SAPphone telephony server in the R/3 system. For example, if two geographically distinct call centers are supported by one R/3 instance, it is most probable that two separate SAPphone telephony servers exist in the system, one for each call center. Therefore, each call center should have its own logical system.

• Automatic login, automatic logout

These checkboxes control whether the system attempts an agent login automatically with startup of the Front Office and an agent logout with selection of Front Office then Quit from within the Front Office. You may have automatic agent login only, automatic agent logout only, both, or neither. This just initiates the action of agent login or agent logout. The Automatic Selection of Queue at Login, Automatic Selection of Queue at Logout, and Queue Selection Screen checkboxes control the selection of the queue by the system and whether the agent has a choice of which queues the system logs the agent into.

• Queue selection screen

This checkbox governs whether the list of authorized queues for the agent (which can include no queues, one queue, or many queues) is displayed to the agent. Once displayed, the agent has the option of selecting or deselecting queues for login and logout. This checkbox controls display of the Queue Selection screen, which appears with both agent login and logout.

• Automatic selection of queue at login

This checkbox determines whether the system selects queues not logged into when attempting auto login. In other words, this option specifies automatic selection of queues not logged into.

For example, an agents profile indicates only one queue associated with the agent's queue profile. When this option is chosen, the system automatically selects the queue on the Queue Selection screen if the agent is not already logged into the queue. This means the agent does not need to select this one queue; the system automatically selects it. Therefore, the agent simply needs to choose the green checkmark to continue, and the agent is logged into the automatically selected queue.

If the Queue Selection Screen option is not chosen and the Automatic Selection of Queue at Login option is chosen, an agent login request automatically selects all queues not logged into and attempts to login to each one without presenting a dialog to the agent.

Therefore, if the call center manager does not want to allow agents the choice of which queues to login to, the manager should ensure that the call center agents Automatic Selection of Queue at Login option is not chosen.

• Automatic selection of queue at logout

The Automatic Selection of Queue at Logout checkbox enables the operation analogous to Automatic Selection of Queue at Login with an agent logout. In general, if the call center manager has enabled Automatic Logout so that the agent is logged out when the Front Office is exited normally, the call center manager should also enable Automatic Selection of Queue at Logout. This causes the system to automatically log the agent out of all queues the agent has logged into. As in the Automatic Selection of Queue at Login option, if you do not enable display of the Queue Selection screen, the queues are automatically selected in the background, and logout of all queues logged into is attempted without user intervention. If you do allow display of the Queue Selection screen (see below), the queues the agent has logged into are automatically selected from the list of all authorized queues for the agent.

• Screen pop

Before activating this function, be sure to read the documentation containing the system requirements.

• No DNIS display

This checkbox can be used to deactivate the display of DNIS information. DNIS is displayed in the Call State component.

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