Following table provides you an easy access to documentation related across different locations for the different processes and general information. The SAP CRM Interaction Center combines separate processes within the context of a single process flow or "interaction" (blog by Carsten Busch):
communication process (optional, if using CTI or multi-channel integration,
interaction process itself (mandatory, always)
business transaction process (optional, as required).
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It supports various channels like telephony, E-Mail (ICI & ERMS Push), Chat, Business Process Push by integrating a Communication Management Software (CMS) via Integrated Communication Interface (ICI) with SAP CRM IC.
With business function CRM_IC_CEBP, a CMS can be integrated with business roles of type C as well.
The Communication Management Software needs to be certified for the channel which should be used (ICI)
Function Profile IDs:
In the context area profile either polling or ABAP push channel needs to be used, so that the server can inform the browser about incoming communications.
User parameter CRM_ICI_TRACELEVEL allows to trace the communication between Communication Management Software and CRM Server and between agent and communication sessions
IC Managers can defined actions which are triggered for the agents based on events triggered by agents if specific conditions are fulfilled. These actions are defined in the repostiory for CONTEXT ICRULE (transaction CRMC_ERMS_RESPOSITORY). Examples are alerts, navigation to work center, launching of scripts, setting priority, ...
So IC agents are guided through a customer interaction,
Additional Events can be defined in transaction CRMC_IC_EVENT_REP for application CRM_IC_EVENT
IC Manager role:
Create rule policies in the Rule Modeler for context ICRule. The rule policies are assigned to a busienss role for which the rules should be considered.
Function Profile ID:
2067835 Logging Rule Evaluation for Event Driven Interactions
Predefined information is presented to the IC Agent in the IC Header.
Based on Intent Driven Interactions:
Triggered by events (e.g. BPConfirmed) and shown if conditions defined in the rule policy are fulfilled
Technically either polling, user-triggered alerts, or ABAP push channel can be used to show alerts to the agent