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Function documentationToolbar

 

You can integrate functions of a communication management software (CMS) into SAP Customer Relationship Management (SAP CRM) business roles. The toolbar provides an interface between the CMS and SAP CRM. In SAP CRM, the toolbar contains pushbuttons and icons for communication functions that apply to the telephony channel. In the interaction center (IC), the toolbar contains pushbuttons and icons for communication functions that apply to all communication channels. For more information, see Specifics for Interaction Center: Toolbar.

You can modify the content of the toolbar to better meet your business requirements. For example, you can specify that different sets of pushbuttons are available in the toolbar, depending on the user's connection to the CMS and the status of the user's interaction with a contact.

Prerequisites

  • Your system administrator has set up the CMS and ensured that the user names there match those in SAP CRM. For more information, see Communication Management Software and the documentation for the CMS you are using.

  • You have made the settings for the toolbar in Customizing for Customer Relationship Management under Start of the navigation path Basic Functions Next navigation step Communication Management Software Integration Next navigation step Define Toolbar Profiles End of the navigation path.

Features

You use the toolbar to work in the telephony channel. The system determines the pushbuttons that appear in the toolbar, depending on the Customizing settings.