Configuring Live Web Collaboration with IC WebClient (SAP Library - SAP CRM: Business Scenario and Business Process Configuration)

Configuring Live Web Collaboration with IC WebClient

Use

You use this procedure to configure Live Web Collaboration (LWC) so that you can integrate it with the Interaction Center (IC) WebClient. Integrating the IC WebClient enables your customer service representatives to converse by chat and e-mail with customers while customers are browsing in your Web shop. This enables customers to receive immediate help and support.

LWC and the IC WebClient are integrated via the Integrated Communication Interface (ICI).

Prerequisites

● You have configured the IC WebClient.

● You have configured the ICI.

For more information on the IC WebClient and ICI, see the configuration documentation for the IC WebClient in SAP Solution Manager.

● The LWC application is deployed on the server.

Procedure

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1. Log on to Extended Configuration Management (XCM) for LWC:

http://<appname:port>/lwc/admin/xcm/init.do

2. Navigate to General Application Settings ® Customer ® lwc ® lwcconfig.

Maintain values for the following parameters in the lwcconfig component:

Parameter	Description
securemode	Enables/disables security-related features
mail.smtp.host	SMTP server address
mail.smtp.port	Port on which the SMTP server is running. Default port is :25.
cic.mail.to	Address to which e-mails should be sent
isa.cic.jms.hostid	Third-party JMS server address, if different from the JMS shipped with the SAP Web AS Java 7.0
isa.cic.jms.port	Third-party JMS server port number
isa.cic.requestQueueName	JMS queue for maintaining service requests
isa.cic.chatTopicName	JNDI name for chat connection factory
isa.cic.requestManagerName	JNDI name for the request manager, which store information concerning the request infrastructure
isa.cic.topicConnectionFactoryName	JNDI name for topic connection factory
isa.cic.queueConnectionFactoryName	JNDI name for queue connection factory
java.naming.provider.url	JNDI server address on which the JMS is registered. Use the localhost to use SAP Web AS Server 7.0 implementation of JNDI
java.naming.factory.initial	Context factory of the JNDI implementation
java.naming.security.principal	For JMS on the same server, use the container authentification by leaving it blank
java.naming.security.credentials	For JMS on the same server, use the container authentification by leaving it blank
isa.cic.spice.enabled	Enables the integration of LWC and IC WebClient when set to Yes.

Note

For more information about the parameters listed above, see the component documentation within the XCM application.

Result

You have now configured your Live Web Collaboration scenario to work with the IC WebClient. Agents can deal with live chat and email requests from customers as they browse your Web shop.