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Function documentationWeb Services Integration

 

You can use this function to integrate functionality from external applications into the interaction center (IC). Using the user interface-based integration, external applications can raise an IC event, trigger an alert, start a script, or navigate within the IC. The external application can also get data from the IC business data context.

Prerequisites

For more information about authorizations needed to implement web services, see SAP Note 885465.

Features

The following function modules are delivered as part of web services integration:

  • IC Events (CRM_IC_5X_RAISE_EVENT)

    An external application can raise an event in the IC.

  • Alerts (CRM_IC_5X_EXT_ALERT)

    An external application can send an alert message and trigger alerts in the IC.

  • Navigation (CRM_IC_5X_NAVIGATE)

    An external application can navigate within the IC.

  • Scripts (CRM_IC_5X_LAUNCH_SCRIPT)

    An external application can start an interactive script in the IC.

  • Business Data Context (CRM_IC_5X_BDC_DATA)

    An external application can receive business data context information from the IC.

Example

To view an example of a web services integration program, do the following:

  1. Go to the object navigator (se80) in SAP GUI.

  2. Go to package CRM_IC_5X.

  3. View the object CRM_IC_5X_WS_SAMPLE.