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Function documentationSpecifics for Interaction Center: Communication Management Software

 

Communication management software (CMS) refers to software products that manage communication channels and handle individual contacts with customers through different channels, such as phone, e-mail, and chat. The Integrated Communication Interface (ICI) allows the CMS to communicate with the Interaction Center WebClient.

For more information about ICI, see Integrated Communication Interface and Customizing the Integrated Communication Interface.

For information about the features that are available in the telephony channel, see Communication Management Software in the CRM Enterprise documentation.

For information about the features that are available in the chat and e-mail channels, see Chat and E-Mail in the Interaction Center WebClient documentation.

Prerequisites

  • You have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Communication Management Software Profiles End of the navigation path.

  • Optionally, you have made the settings for checking the continued communication between the communication session, the CMS, and the Web browser in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Heartbeat Profile End of the navigation path.

    In this Customizing activity, you can make settings for the following checking methods:

    • Heartbeat without watchdog

    • Heartbeat and watchdog

    • CMS session availability