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Function documentationInstant Messaging for Internal Collaboration

 

An instant messaging function is available for internal collaboration of employees in communication-enabled business processes (CEBP) and employees who use the interaction center (IC). You can use this communication channel independent from the other communication functions in the WebClient UI. In addition to the sending and receiving of messages, the instant messaging function also allows you to send e-mails to communication partners, initiate a telephone conversation, and send a business context to a communication partner.

Instant messaging on the WebClient UI is only available for internal communication between employees.

You can keep a list of personal contacts, into which you can copy all colleagues with whom you regularly use instant messaging.

Prerequisites

You have activated the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP).

You have made the following settings and met the following requirements:

  • The employee role is assigned to the users.

  • Communication-enabled user roles are set.

    For more information, see Integration of Communication Events into Business Processes.

  • You have checked to ensure that the Personal Contacts (CRMI01) business partner relationship was created.

    Note Note

    You can check business partner relationships in the Change Relationship Types view (transaction BUPA).

    End of the note.
  • Instant messaging is activated in the chat profile.

    Note Note

    You make this setting in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Chat Profiles End of the navigation path.

    End of the note.
  • The polling profile is defined.

    Note Note

    You make this setting in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Define Context Area Profile End of the navigation path.

    End of the note.
  • The communication management software (CMS) that you are using supports a chat channel.

    For more information, see Communication Management Software.

  • In the CMS profile of the user, display of the presence status is activated.

    Note Note

    You make this setting in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Communication Management Software Profiles End of the navigation path.

    End of the note.

Features

To start the instant messaging function, you can use the List of Personal Contacts, which is found in the broadcast messaging bar in the lower part of the work area. In communication-enabled business processes (CEBPs), you can also start instant messaging from a CRM business object if the colleague involved appears online.

The instant messaging function provides the following options:

  • List of personal contacts

    You can add colleagues to the List of Personal Contacts, provided that these colleagues fulfill the prerequisites for the instant messaging function. You can also delete contacts from the list.

    If you copy colleagues' names into the list, your name also appears in their contact list. The opposite is also true.

    For each contact entry, the list shows whether the person is Online, Busy, or Offline.

  • Communication

    If a person is Online and in status Ready, the following communication options are available:

    • Instant messaging

    • Phone

    • E-mail

    • Send business context

    Depending on the communication method you choose, the appropriate dialog box appears, supporting the communication process.

    You can switch among the different communication methods at any time. For example, you can switch from instant messaging to a telephone call or writing the person an e-mail.

    You can have a maximum of five instant-messaging channels open at the same time.

  • Business context

    In addition, the instant messaging function allows you to send a business context that you are processing, such as an opportunity, to a colleague. When you choose this function, you can choose the objects you want to send either from the context you are currently working on, or from a list of business objects that you accessed recently.

    For more information about transferring contexts, see Context Transfer.