Technical name: SAP_CS_CI_ADMIN

This role contains all the functions that you require for administration purposes in the Customer Interaction Center.

The following activities for administration in the Customer Interaction Center are available with this role:

Agents

• SAPphone: Internal telephone numbers
• Telephony administration

SAPphone

• SAPphone: New system administration

CTI queues

• CTI queue maintenance

DNIS settings

• DNIS assignment

Defining scripts

• Maintaining scripts
• Scripts: Assigning texts
• Scripts: Maintaining variables

Archiving

• Archiving logging
• Archiving infostore

Configuring the organizational plan

• Creating, changing, or displaying the business requirements analysis and staff assignment (Workflow)