Preparations: Assigning the CIC Profile 

Use

The organizational structure of IDES AG is defined in organization management. The call center is an organizational unit within this organizational structure. Positions are assigned to the call center. The position is the individual assignment of an employee to the call center.

Call centers can be characterized in different ways. You define the relevant characteristic in a CIC-Profile (CIC = Customer Interaction Center). You assign the CIC profile either at organizational unit level, or at position level. In this demo, you assign the profile to the call center (organizational unit). This means that all employees belonging to this call center work using this profile.

The R/3 user ID with which you log on to the system for this process has been assigned the personnel number 1990. The employee with personnel number 1990 belongs to the organizational unit Call center.

Procedure

  1. Log on to the IDES system with user ID P00001990 (password: IDES).
  2. Call up the transaction as follows:
    3.

    Menu Path

    Logistics ® Customer Service ® Customer Interaction Center ® Administration ® CIC Structure ® Organizational Structure ® Change

    Transaction Code

    PPOM, PP01

  3. If the Organization and Staffing (Workflow) Change screen appears, choose Settings ® Maintenance interface
  4. Enter the following data:
    5.

    Field

    Data

    Organizational unit

    50014697

  5. Choose .
  6. Choose Staff assignments.
  7. Choose View ® Key on.
  8. Choose View ® Assignments ® User on.
  9. Position your cursor on Call Center, then choose .
  10. Choose View ® Color legend.

    11. You can see that a position belongs to the call center. In this demo, the position is assigned to personnel number 1990 - Marek Czarny, in the personnel administration department. This employee has the R/3 User ID P00001990. It is also possible to assign an R/3 User ID directly to the position.

  11. In the Legend dialog box, choose .
  12. Position your cursor on Call center, then choose Goto ® Object description.
  13. Choose the Active tab page.
  14. Select CIC Profile.

    15. If necessary, use the scroll bar until you see the infotype name CIC Profile.

  15. Choose .

    16. The following entry depends on the type of variant you have selected.

    Start Variant A (Simulation of Computer Telephony Integration)

  16. Enter the following data:
    17.

    Field

    Data

    CIC Profile ID

    00000002

    End Variant A (Simulation of Computer Telephony Integration)

  17. Continue with No.19.

    18. Start Variant B (Without Computer Telephony Integration):

  18. Enter the following data:
    19.

    Field

    Data

    CIC Profile ID

    00000001

    End Variant B (Without Computer Telephony Integration):

  19. Choose .
  20. Choose until the overview tree appears.