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CRM_IC_024 - Define Communication Management Software Profiles

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In this Customizing activity, you define profiles for the communication management software (CMS) that you use in Service. You define CMS profiles so that the CMS can manage the communication channels for chat, e-mail, and telephony.

You assign the CMS profile to a business role of the type IC WebClient Business Role and to the CMS system. Note that the CMS integration is only supported for roles of the type IC WebClient Business Role.

For each CMS profile, you can define the following:

• Whether users log on automatically or manually to the CMS when they log on to Service using a business role enabled for communication

• Whether the presence status of users is displayed in assignment blocks related to business partners

The presence status is retrieved from the CMS. Depending on the presence status of a user, different options for collaboration with this user are available, such as triggering a call to the user's cell phone.

• Whether multiple sessions are enabled so that users can deal with more than one customer at a time

In a multisessioning enabled agent session, the system creates an additional backend session or retains the backend session corresponding to the most recently closed Web browser session. This improves the load time of the new browser session for manually opened sessions and for the arrival of a new communication item.

• For which business roles of the type IC WebClient Business Role, the CMS functions are available

You do this by defining CMS integration profiles and assigning them to business roles. You define CMS integration profiles in Customizing for Service under Interaction Center WebClient -> Basic Functions -> Communication Channels -> Define CMS Integration Profiles.

• You have defined a remote function call (RFC) destination to the CMS in Customizing for Service under Interaction Center WebClient -> Basic Functions -> Communication Channels -> Define RFC Destinations for CMS.

• You have defined CMS connections in the SAP Easy Access menu under Service -> Interaction Center-> Interaction Center WebClient -> Administration-> Communication Management Software-> Interface Settings -> Maintain Communication Management Software Connections.

• You have defined CMS channels and queues in the SAP Easy Access menu under Service -> Interaction Center-> Interaction Center WebClient-> Administration-> Communication Management Software-> Maintain System Settings. Make sure you use the same CMS system ID as the one you have set in Maintain Communication Management Software Connections.

• If you want to allow agents to assign themselves to channels and/or queues at runtime from the Agent Dashboard, check with your CMS provider whether your connector version supports the assignment to channels and/or queues by agents at runtime.

Note: You must ensure you have the correct WEBCUIF system installed. For more information, see SAP Note 1628588.

Note: You must make these settings for each system instance, for example, development, test, and production.

• Enter a CMS profile ID and description.

• Define whether users are logged on automatically to the CMS when they log on to the interaction center or whether they are required to log on manually to the CMS.

• Define whether the presence status of users is displayed in all assignment blocks and views related to business partners.

• Assign the CMS profile to a business role of the type IC WebClient Business Role, using the Customizing activity Define Business Role.

• Assign the CMS profile to a CMS system on the SAP Easy Access screen under Interaction Center-> Interaction Center WebClient-> Administration-> Communication Management Software-> Assign Profiles.

• If you want to allow agents to assign themselves to channels and/or queues at runtime using the Agent Dashboard, you must change the settings under Manual Channel and Queue Assignment.

• If you want to use a dropdown list containing all available work modes, you must change the setting under Work Mode Selection.

Note: You must make these settings for each system instance, for example, development, test, and production.

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Length: 6287 Date: 20240523 Time: 174512     sap01-206 ( 103 ms )