Maintaining (Changing) Settings Centrally

Use

The work center settings and user settings can be changed centrally. The same changes for a user group, for example, can be maintained simultaneously using these programs. This reduces the amount of work for individual users. Furthermore, the user responsible for a work center can be changed centrally or work centers can be deleted.

Prerequisites

You have Authorizations for SAPphone Activities to maintain work center settings and user settings centrally.

Activities

Maintaining Work Center Settings Centrally

  1. Call SAPphone administration (SPHA).

  2. Choose Start of the navigation pathGoto Next navigation step Work center listEnd of the navigation path.

    The selection screen for central work center maintenance is displayed.

  3. You can restrict the work centers to be maintained according to the following criteria:

    • Work center ID, provided that work centers are identified by registry entry in your system

    • Host names, provided that work centers are identified by host name in your system

    • Telephone number

    • Telephony server

    • User responsible

    • User logged on

    • Type of Work Center Identification.

  4. Confirm the dialog box.

    A list of all the work centers that correspond to your selection criteria is displayed.

  5. The following processing options are available:

    • In order to change the telephone number of individual work centers or the user responsible for individual work centers, enter the changes in the corresponding fields.

    • In order to change the corresponding telephony server for several work centers, proceed as follows:

      • Select multiple work spaces.

      • Choose Server.

      • Specify the name of the telephony server in the subsequent dialog box.

      • Confirm the dialog box.

    • You can check the work center settings. To do this, follow the procedure below:

      • Choose .

        If an error was found, you receive an appropriate message.

      • Correct the error according to the message.

      • Repeat both steps until you stop receiving error messages.

    • To delete work centers, select them and choose .

  6. Save your entries.

Maintaining User Settings Centrally

  1. In SAPphone administration, choose Start of the navigation pathGoto Next navigation step User settings Next navigation step User listEnd of the navigation path.

    The selection screen for central work center maintenance is displayed.

  2. You can restrict the user settings to be maintained according to the following criteria:

    • User names

    • How the users have configured the display of inbound calls

    • How the users have configured the system to react when calls are not answered.

    • The number group that is assigned to the users for transferring unanswered calls.

    • Call center user data

  3. Choose .

    A list of all the work centers that correspond to your selection criteria is displayed.

  4. The following processing options are available:

    • In order to change the inbound processing, the handling of unanswered calls, the number group for transferring unanswered calls or the call center user names, enter the changes in the relevant fields.

    • To assign the same template settings to several users, proceed as follows:

      • Select multiple users.

      • Select Copy template.

      • In the following dialog box, specify the template.

      • Confirm the dialog box.

    • In order to change the corresponding address data areas for several work centers, proceed as follows:

      • Select multiple users.

      • Choose Address data areas.

      • In the following dialog box, specify the address data areas.

      • Confirm the dialog box.

    • You can check the user settings. To do this, follow the procedure below:

      • Choose .

        If an error was found, you receive an appropriate message.

      • Correct the error according to the message.

      • Repeat both steps until you stop receiving error messages.

    • To delete user settings, select them and choose .

  5. Save your entries.