Function documentationSpecifics for Interaction Center: Communication Management Software Locate this document in the navigation structure

 

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 (IC) WebClient. For more information, see Integrated Communications Interface and Customizing the Integrated Communications 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 IC documentation.

Prerequisites

  • You have made the settings in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels   Define Communication Management Software Profiles  .

  • 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   Interaction Center WebClient   Basic Functions   Communication Channels   Define Heartbeat Profile  .

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

    • Heartbeat without watchdog

    • Heartbeat and watchdog

    • CMS session availability