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Function documentationPresence Status

 

If functions of a communication management software (CMS) are integrated into SAP Customer Relationship Management (SAP CRM) business roles, the following options are available:

  • The presence status of users who are assigned to communication-enabled business roles can be displayed in the dial pad and in some assignment blocks on the CRM WebClient UI related to business partners. If a user is available, you have different options for collaboration with this user.

  • When a communication event is received and transferred, users can integrate the communication event in a business process by automatically creating a business transaction.

Prerequisites

  • To enable business roles for communication, you have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Basic Functions Next navigation step Communication Management Software Integration Next navigation step Configure Business Roles for Communication End of the navigation path.

  • To display the presence status of users in the dial pad and in some assignment blocks on the CRM WebClient UI related to business partners, you have made the settings 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 Communication Management Software Profiles End of the navigation path.

  • To define the UI objects that are displayed when a transfer is completed, you have made the settings 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 CMS Integration Profiles End of the navigation path.

Features

  • Presence status and collaboration options

    The presence status and the collaboration options are retrieved from the CMS.

    Example Example

    The presence status can be one of the following:

    • Available

      The user is logged on to the CRM WebClient UI and the CMS and is not in a call.

    • Busy

      The user is logged on to the CRM WebClient UI and the CMS and is in a call or the user is only logged off of SAP CRM.

    • Logged Off

      The user is logged off of the CRM WebClient UI and the CMS.

    If a user is available, the collaboration options can be Call, Blind Transfer, or Warm Transfer.

    End of the example.