Function documentationClient Switch

 

You can use the client switch function in the interaction center (IC) to optimize resources in business process outsourcing and shared service center scenarios. The client switch function uses the SAP client concept to segregate the data of different outsourcing accounts of the business process outsourcing provider or the shared service center in the CRM system. Separate CRM clients, called work clients, can be set up to store data for different business process outsourcing accounts. Using a single IC to manage these separate clients and accounts allows you to maximize resources.

IC agents can access the client switch environment by logging on to a single IC in a main client. From the main client, IC agents are guided to the appropriate work client. For example, when an IC agent receives an incoming call, the system proposes a work client based on data from the incoming call, such as the number dialed.

Prerequisites

  • You have defined settings for work clients in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Client Switch Next navigation step Define Work Client Settings End of the navigation path.

  • You have defined a client switch profile in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Client Switch Next navigation step Define Client Switch Profile End of the navigation path.

  • You have made the necessary configuration settings for client switch. For more information, see SAP Solution Manager.

  • You have maintained authorization objects for client switch. For more information, see SAP Note 1313098Information published on SAP site.

  • If you have enabled multiple chat, you have configured your communication management software (CMS) so that multiple chats are not transferred to an agent using the client switch scenario. This is necessary because multiple chat is not supported in the client switch scenario. Multisessioning is also not supported. Do not configure multisessioning in combination with client switch. For more information, contact your CMS vendor.