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Procedure documentationSetting Up Client Switch for the Interaction Center Locate this document in the navigation structure

 

Client switch enables interaction center (IC) agents to switch between multiple IC clients to facilitate their interactions with different accounts. To enable client switch, you must make the following settings.

Procedure

Main Client Settings

  1. Create a client switch profile in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Multiple Back-End   Client Switch   Define Client Switch Profile  .

    For more information, see the corresponding documentation in Customizing.

  2. Create a new business role (for example, IC_AGENT_MC) in Customizing for Customer Relationship Management under   Interaction Center WebClient   Define Business Role  .

    You can either copy and modify the existing IC agent business role or create a new role.

  3. Select your new business role and choose Assign Function Profiles.

  4. Assign the function profile CLIENTSWITCH to your business role.

  5. In the Profile Value field for the functional profile ID CLIENTSWITCH, enter the name of the client switch profile you created in step 1.

  6. Create a navigation bar profile for your business role in Customizing for Customer Relationship Management under   UI Framework   Technical Role Definition   Define Navigation Bar Profile  .

    You can either modify an existing navigation bar profile or create a new one.

  7. Assign the work centers IC_CSW_CPT and IC_CSW_INB to your navigation bar profile.

    The navigation bar profile should have only these two work centers assigned.

  8. Create a work client in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Multiple Back-End   Client Switch   Define Work Client Settings  .

    For more information, see the corresponding documentation in Customizing.

  9. Note Note

    Before assigning work clients to the client switch profile, ensure that the same users exist in the main client and in all work clients. These users must also be assigned to the appropriate business role for the work clients.

    End of the note.

    Assign the new work client to your client switch profile in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Multiple Back-End   Client Switch   Define Client Switch Profile  .

Work Client Settings

The following settings must be made in each work client.

  1. Customize the toolbar profile in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels   Define Toolbar Profiles  .

  2. Select your toolbar profile (or create a new one) and add the Main button for each channel.

    This button is used to navigate from the work client back to the main client.

    Note Note

    Instead of using the Main button, you can also configure the End button to navigate from the work client back to the main client. For more information, see Configuring the End Button for Client Switch in the Interaction Center.

    End of the note.

  3. To avoid the logon dialog box each time the user navigates from the main client to a new work client, enable single sign-on for each work client by doing the following:

    1. Go to Trust Manager for Single Sign-On with Logon Ticket (transaction STRUSTSSO2).

    2. Select the certificate for the main client and double-click the entry in the Owner field.

    3. Choose Add to ACL and enter the relevant information for each work client.

    For more information about configuring SAP Logon, see the SAP Help Portal at   http://help.sap.com   SAP NetWeaver   SAP NetWeaver 7.0 Library   SAP NetWeaver Library   Technology Consultant's Guide   Authentication and Single Sign-On   Authentication Using a Directory with SSO Integration Using Logon Tickets   Configuring AS-ABAP to Accept and Verify Logon Tickets   Configuring SAP Systems to Accept and Verify Logon Tickets  .

  4. Ensure that all work clients have the communication management software function profile (CONTACTCENTER) configured with the same value as in the main client in Customizing for Customer Relationship Management under   Interaction Center WebClient   Basic Functions   Communication Channels   Define Communication Management Software Profiles  .

    Without this configuration, the account identification in the work client does not work.

  5. Ensure that the communication management software profile you have defined is assigned to the business role used for the work client.