Toolbars in the Interaction Center 

Use

The toolbar contains a set of function shortcuts in the form of buttons, and a section where agents select their mode in the system. Modes simply indicate whether the agent is available to process incoming contacts. Although the toolbar is a in a fixed position at the top of the screen, you can tailor the content and text of the toolbar to fit your needs.

For more information about the configuration of the toolbar, see SAP Solution Manager.

Features

Specifics of the Interaction Center (IC) WebClient

·        Agents use the toolbar to work in different channels.

·        The system dynamically determines the buttons that appear in the toolbar, depending on:

¡        Current channel that you are working in

¡        Settings that the system administrator has made in Customizing

·        For more details about the buttons in the toolbar, see Toolbar Buttons and Modes (IC WebClient).

·        The toolbar provides an interface between your communication management software and the Interaction Center.

Your system administrator must set up the communication management software and ensure that the users and passwords there match those in the SAP CRM system. For more information, see the documentation for the communication management software you are using.

Specifics of the IC WinClient

·        Agents use the application toolbar to work in the telephony channel.

·        For more details about the buttons in the toolbar, see Application Toolbar Buttons and Modes (IC WinClient).

·        Quick keys are available.

·        There is an additional toolbar specific to the inbox in the IC WinClient.

·        To work with different channels, agents use the multichannel interface.

For more information, see Multichannel Interface. For further details, see the SAP Help Portal (http://help.sap.com) ® SAP Cross-Industry Solutions ® SAP Customer Relationship Management ® <relevant release and language> ® mySAP Customer Relationship Management ® Architecture and Technology ® Communication Channels ® Multichannel Interface.

·        For details about receiving calls in queues, see Application Toolbar Buttons and Modes (IC WinClient).

·        Technical details:

¡        The application toolbar provides an interface between SAPphone and the Interaction Center.

¡        Although the toolbar is visible on the user interface, it is technically considered a hidden component because it does not use any of the visible component slots in the IC WinClient Framework.

¡        The toolbar is a required component.