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Function documentation Communication Management Software Locate the document in its SAP Library structure

Use

Communication management software refers to third party software products that manage communication channels such as phone, e-mail, and chat. The Integrated Communications Interface (ICI) allows the communication management software to communicate with the Interaction Center (IC) WebClient.

Prerequisites

You maintained remote function call (RFC) destinations in transaction SM59:

·        Use Connection type G (HTTP Connection to External Server).

·        Under Technical Settings, use:

¡        Target Host: <complete host name of your server>

¡        PathPrefix: <path to the communication management software soap dispatcher>

¡        Service No: <HTTP port number of the server where the communication management software is deployed>

If you can’t change the technical settings, choose Logon/Security, then Technical Settings. Use Test connection to ensure the connection works.

Example

RFC Destination:  SAPCCS@HS0025

Target Host:  hs0025.wdf.sap.corp

PathPrefix:  /bcb/soapdispatcher

Service No:  50000

You maintained communication management software connections in SAP Menu Maintain Communication Management Software Connections.

Features

The assignment of agents to queues and communication channels is maintained in the third party communication management software based upon an agent user ID. Each IC WebClient agent must be mapped with an agent in the communication management software and have the same ID. In cases where agents do not have fixed work centers, this agent configuration can be based upon the work center instead. For more information, see Free Seating.

Agents can choose queues for transferring, forwarding, consulting, or conferencing contacts instead of dialing or entering other agent’s direct numbers or e-mail addresses.

If queues are maintained in the IC WebClient, agents only have to select which queue they want to contact. The third party communication management software determines which agents are available and working in that queue. If queues are not maintained, then agents have to manually enter the phone number or e-mail address that they want to contact.

If more than one connection ID is maintained, you can decide which connection agents use by assigning the connection in the communication management software profile, which is then assigned to the IC WebClient profile. For more information, see Customizing the ICI.

Activities

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       1.      Maintain communication management software profiles in Customizing activity Define Communication Management Software Profiles.

       2.      Assign the communication management software profile to an IC WebClient profile in Customizing activity Define IC WebClient Profiles.

       3.      Maintain Communication Management Software System Settings in SAP Menu Maintain System Settings.

The Com Mgmt Software System ID must have the same value as the Com Mgmt Software System ID in Maintain Communication Management Software Connections (Step 1).

       4.      Assign Communication Management Software Profiles in SAP Menu Assign Profiles.

Example

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Your agents in Europe use a different communication management software system as compared to your agents in America. In this case, you maintain two connection IDs in the BCB administration settings. You create two communication management software profiles in the system, one for each communication management software system, and assign them to the IC WebClient profile that is relevant for each agent group. This is a simple example that only shows one IC WebClient profile. You may have several different IC WebClient profiles for each agent group.

 

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