In this section, you can find the settings for Customer Interaction Center (CIC).
Description
The organization structure in CIC uses the Basis application component Organizational Management . You can represent your organizational structure using three levels - from organizational units to individual employees.
In Organizational Management, the CIC profile is assigned using info type1260, whereby a general data inheritance to the lower structure nodes is possible unless these levels contain their own unique CIC profile information.
When the front office is called, the components and screens are displayed as defined in the CIC profile and the customizing settings for the agent logged in.
Telephone-related information such as phone extension, work station setup, and personal phone book are specified in SAPphone administration.