Function documentationFax and Letter

 

Interaction center (IC) agents can create, edit, and receive fax messages and letters in the interaction center.

Depending on how you have configured your system, IC agents can use either an internal HTML editor or an external editor such as Microsoft Word to process faxes and letters.

Prerequisites

  • You have defined whether you want to use the HTML editor or the external Microsoft Word editor in Customizing for Customer Relationship Management, by choosing Start of the navigation path Interaction Center WebClient Next navigation step Agent Inbox Next navigation step Settings for Asynchronous Inbound Processing Next navigation step Define Communication Method Settings End of the navigation path.

    By default, the external Microsoft Word editor is enabled.

  • If you are using the Microsoft Word editor, you have created a GDCOI service object for document templates using web services.

  • If you are using the Microsoft Word editor, you have created any content management templates that you would like to use.

    You can do this in the IC Manager role, by choosing Start of the navigation path Knowledge Management Next navigation step Document Templates End of the navigation path and clicking New.

    Maintain the following IC-specific settings:

    • Under Object Type, select GDCOI or the name of the object you have created using web services.

    • Choose a Web Service if you want to use variables in your templates. The Web Service will provide values to fill the variables.

    • Under Web Service, select WS for IC (web services for IC).

      Caution Caution

      Depending on the version of Microsoft Word you are using, there are different ways of integrating it into the interaction center. The version is automatically identified using ActiveX in your browser.

      The Microsoft Word integration into the interaction center behaves as follows:

      • For Microsoft Word 2007 or earlier, you have to check out the document to your local hard disk and upload the changed document to the CRM system.

      • For Microsoft Word 2012 or later, the Microsoft Word integration is automated.

      For more information, see SAP Note 1707600Information published on SAP site.

      End of the caution.

    To use a template, you have to create a template in the Template Designer. For more information, see Creating Microsoft Word Templates and Document Template Designer.

  • If you would like the To field of fax messages to be filled automatically, you have maintained the business partner (BP) data with a fax number that includes the country code.

  • If you want to use business process push (BPP) with fax and letter, you have to specify the communication management software (CMS) connection by executing the program on the SAP Easy Access screen, under Start of the navigation path Interaction Center Next navigation step Interaction Center WebClient Next navigation step Administration Next navigation step Communication Management Software Next navigation step Interface Settings Next navigation step Maintain Communication Management Software Connections End of the navigation path. For more information about BPP, see Business Process Push.

    Caution Caution

    You must enter the following values:

    • Under Comm. Mgmt Software System ID enter FAX_LETTER.

    • Under Connection enter the RFC connection to your CMS system.

    End of the caution.

Features

Agents can search for incoming fax messages and letters in the agent inbox and display them. They can also view old fax messages or letters for a confirmed account in the interaction record.

Note Note

Once a fax has been sent or a letter has been finished, it can no longer be edited.

End of the note.

Using the Microsoft Word editor, IC agents can:

  • Select a Microsoft Word template to use for the fax or letter

    Note Note

    Microsoft Word templates depend on business partner data, so the agent must confirm an account before working with fax and letter functions.

    End of the note.

  • Save fax messages and letters created in Microsoft Word in the interaction center

Using either the Microsoft Word editor or the HTML editor, IC agents can:

  • Create, send, and print fax messages and letters

  • Display information for the current interaction, such as:

    • Reason

    • Priority

    • Status

    • Name

  • Add and display attachments

  • Change the default header data for fax messages and letters

Activities

Creating Letters

Before IC agents can process letters in the interaction center, you must upload them to the interaction center by doing the following:

  1. Scan the letters.

  2. Save them to your hard drive.

  3. Go to transaction oawd.

  4. Expand the node and double-click the highlighted line that appears.

  5. Select Drag & Drop.

  6. In the dialog box that appears, drag and drop the relevant files from your local drive.