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Function documentationSpecifics for Interaction Center: Toolbar

 

The toolbar provides an interface between your communication management software (CMS) and the Interaction Center (IC) WebClient. The toolbar contains pushbuttons and icons for communication functions that apply to the various communication channels.

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 connection of an agent to the CMS and the status of the agent's interaction with a contact.

Integration

The following processes are examples of how you can use the pushbuttons in the Interaction Center toolbar:

  • Communication process

    For a phone call, you start the process by choosing the pushbutton Dial or Accept, and you end the process by choosing the pushbutton Hang Up.

  • Interaction process

    Includes account maintenance and the interaction record. Additionally, business processes such as sales, service, and marketing can also be handled in the interaction center. You start the process by confirming the account and you end the process by choosing the pushbutton End.

  • Communication process and interaction process

    The two processes can take place simultaneously and do not necessarily start and end in the same order, for example in the following cases:

    • Multiple phone calls

      You can dial and end multiple phone calls during the same interaction. This occurs, for example, when a phone line is disconnected during a customer interaction and needs to be dialed again.

    • Multiple interactions

      Multiple interactions can happen during a single phone call. If the agent receives and accepts the next call whilst wrapping up the previous interaction, they can end the first interaction by choosing the End pushbutton despite already being in the next active phone call.

Prerequisites

  • Your system administrator has set up the CMS and ensured that the user names there match those in the IC. For more information, see Specifics for Interaction Center: 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 Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Toolbar Profiles End of the navigation path.

Features

You use the toolbar to work in different channels. The system determines the pushbuttons that appear in the toolbar, depending on the following:

  • The communication channel in which you are currently working

  • Customizing settings

Example

Pushbuttons in the IC toolbar

Channel

Name

Definition

Universal (available for all channels)

Accept

Accepts the contact. In telephony, Accept is similar to picking up the receiver.

Reject

Sends the contact back to its original queue.

Transfer or Blind Transfer (in the telephony toolbar)

In telephony, puts caller on hold while you transfer the call to another agent’s extension without first consulting with that agent.

End

Ends the interaction (indicating that the agent has finished wrap up activities), saves all objects created or changed during the interaction, and clears customer information from the screen and from the business data context.

Hang Up

Similar to hanging up the receiver. Ends a phone call that was started with Dial or Accept.

Clear Interaction

Discards the interaction record and resets the account identification.

Note Note

Discarding other transactions such as CRM sales or service transactions is not possible in this way. Depending on the process status, this may be done by choosing Cancel if it is part of the transaction toolbar.

If you want to clear the entire context of the session including the business data context, you have to choose the Clear Interaction pushbutton followed by the End pushbutton.

End of the note.

Reset CTI

Resets the context area of the browser session to synchronize it with the communication session state. The different states can for instance be caused by network issues.

Dial Pad

Displays a dial pad that looks like the numbers on a telephone, which you can use to make a call.

Telephony

Hold

Puts the active call on hold.

Toggle

Switches between a call on hold and an active call, automatically placing the active call on hold and vice versa.

Retrieve

Takes a call off hold and makes it active once again.

Consult

Puts customer call on hold while you call another agent. After you are finished consulting with the other agent, the agent call is dropped and the customer call is active once again.

Warm Transfer

Puts caller on hold while you consult with another agent before transferring the call to the agent’s extension.

Conference

Puts customer on hold while you call another agent. Then you activate both calls at the same time so that all three parties can participate in a discussion.

Wrap Up

Indicates to the system that you need time to wrap up the call. Wrap up time ends when you choose the End pushbutton.

E-Mail

The e-mail toolbar only includes the universal pushbuttons. Pushbuttons specific to the e-mail function, such as Reply, New, or Forward, appear on the e-mail screen dynamically, as and when they are required.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at Start of the navigation path http://help.sap.com/crm-coreInformation published on non-SAP site Next navigation step <Choose a release> Next navigation step SAP Customer Relationship Management Next navigation step Interaction Center Next navigation step Interaction Center WebClient Next navigation step E-Mail End of the navigation path.

Chat

Leave

Finishes the chat.

Work Modes

Name

Use

Ready

When you choose Ready, the CMS system sends incoming contacts to you.

Not Ready

When you choose Not Ready, the CMS system does not send incoming contacts to you.