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Function documentationFree Seating Locate this document in the navigation structure

 

This function allows the configuration of communication channel services from the communication management software (CMS) to be based on the user's current work center location, rather than on a fixed work center.

Prerequisites

  • Your CMS supports and is configured for free seating.

  • You have made the settings for users to automatically log on to the CMS when they log on to the CRM WebClient UI. You do this in Customizing for Customer Relationship Management under   Basic Functions   Communication Management Software Integration   Define Software Management Software Profiles  .

  • Optionally, you have determined whether you want to use an additional applet to identify the browser's host name on the SAP Easy Access screen under   Interaction Center   Interaction Center WebClient   Administration   System Parameters   Define Global Framework Settings  .

Features

Users can work in a virtual environment where they do not have fixed seating locations, for example, users sit at the first available desk at the start of their shift. To support this virtual free-seating working environment, the CMS uses the work center ID to configure the communication channel services. Work centers are equivalent to a physical location, either a cubicle or a desk that includes electronic equipment, such as a computer and phone.

The work center can be identified by one of the following:

  • IP address

  • Fully qualified domain name

  • Host name

  • Unspecified identification (ID)

    Customer-defined method which identifies the work center, such as an extension or serial number.

You configure which work center ID type is used in the CMS.

Without free seating, the channel assignment is tied to users. This assignment only enables users to work with communication channel services from one fixed location.

Activities

The relationship between SAP CRM and the CMS is as follows:

  • The user logs on to the CRM WebClient UI.

  • SAP CRM determines whether the CMS is configured for free seating.

  • If free seating is not supported, the CRM WebClient UI logs on to the CMS automatically.

  • If free seating is supported, the CMS sends the type of work center ID it supports to SAP CRM. SAP CRM determines the work center ID and sends it to the CMS. If the work center cannot be determined automatically, the user is prompted to manually enter or select their work center upon logging on to the CRM WebClient UI. The CRM WebClient UI then logs the user on to the CMS based on the work center.

Example

ABC company uses a CMS that was recently configured for free seating. The following work centers exist:

  • Work center A, phone extension X1234

  • Work center B, phone extension X5678

  • Work center C, phone extension X9012

Prior to free seating configuration, Anna, a user, was assigned to phone extension X5678 in the CMS, and could only sit at work center B. When free seating is enabled, Anna can sit at any work center. Once she logs on, the phone extension is determined by her current work center. Today, Anna sits at work center A, so her phone extension is X1234.