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Function documentationCommunication Management Software

 

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

Prerequisites

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

    • Use G Connection type (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 cannot change the technical settings, choose Logon/Security, then Technical Settings. Use Test connection to ensure the connection works.

      Example Example

      RFC Destination: SAPCCS@HS0025

      Target Host: hs0025.wdf.sap.corp

      PathPrefix: /bcb/ccsdispatcher

      Service No: 50000

      End of the example.

  • You maintained communication management software connections in the SAP Easy Access Menu by choosing 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 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 interaction center, 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 business role. For more information, see Customizing the Integrated Communication Interface.

Activities

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

  2. Assign the communication management software profile to a business role in the Customizing activity Define Business Role.

  3. Maintain communication management software system settings in the SAP Easy Access Menu by choosing Maintain System Settings.

    System administrators define the communication management software channels and queues in this activity.

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

    You must maintain this activity in each system instance, for example, development, test, and production.

  4. Assign communication management software profiles in the SAP Easy Access Menu by choosing Assign Profiles.

    System administrators assign communication management software queues and channels to profiles in this activity.

    You must maintain this activity in each system instance, for example, development, test, and production.