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 Framework

Definition

Program that defines the screen presentation on the basis of the CIC profile and executes all component programs.

Use

By defining a framework, you define the screen layout and components that can be used in the CIC . You define the framework in Customizing.

Activity

Menu Path

Define framework

Start of the navigation path Customer Service Next navigation step Customer Interaction Center (CIC) Next navigation step Definition of Front Office Framework Next navigation step […] End of the navigation path

Note Note

The reference clients in SAP Media contain the FW_STD_03 (17 inches) and FW_STD_04 (21 inches) framework IDs for a CIC with telephony integration and the FW_STD_05 (17 inches) and FW_STD_06 (21 inches) framework IDs for a CIC without telephony integration.

The FW_STD_AMC (17 inch with telephony integration) and FW_STD_AMC21 (21 inch without telephony integration) framework IDs are supplied for integration of an ad spec editor in docking control.

End of the note.

Structure

A framework involves configuration tables, a framework screen, a blank default subscreen, titles and components.

The framework screen and components have a decisive influence on the framework.

The framework screen you select, defines the way in which the screen is divided. The following framework screens are available to you in Customizing:

  • Screen with two tab pages positioned one above the other

  • Screen with six vertical screen areas (slots)

  • Screen with L-shape screen areas (slots)

  • Screen with docking control

You can assign components without restriction on a framework screen with six vertical slots. Different slot sizes in framework screens with L-shape slots and framework screens with docking control lead to a restriction during selection and positioning of components.

L-Shape Framework

The Navigation and Application Area take up the greatest amount of space on the screen in an L-shape framework. The Navigation and Application Areas can be used to include additional components. In conjunction with the Business Partner Search , they make up the L-shape framework.

The L-shape screen division improves integration of contact-specific data and processes in the CIC. Call center agents can complete most of their work within the CIC .

If the corresponding settings have been made in Customizing, the Navigation and Application Area can be made larger and smaller using a button.

See also: Navigation and Application Area

The ad spec editor can be incorporated on a tab page in the Navigation Area or on a separate dialog box.

See also: Ad Spec Editor

Framework with Docking Control

The Application Area and HTML docking control take up the greatest amount of space on the screen in a framework with docking control. The Application Area can be used to include additional components. An editor for designing ad specs can be incorporated in the HTML docking control. In conjunction with the Business Partner Search , they define the framework.

The docking control occupies a third of the right hand section of the screen in its default display format. You can increase or decrease its size using the corresponding buttons. Docking control can also be activated in the full screen mode so that you can use the entire screen area to design the ad spec.

See also: Ad Spec Editor

The framework does not contain a navigation area . The Application Area has been increased instead so it now occupies two thirds of the screen width and therefore improved screen ergonomics for entering classified ad orders in conjunction with docking control. Components that are assigned to the Navigation Area in an L-shape framework can be assigned to the Application Area here.

You can also use a button to switch the application area to the full screen mode in this framework. Docking control is minimized dynamically here.

See also: Navigation and Application Area

Integration

By assigning components to a framework, you specify which components you want to use in the CIC and the way in which these components are to be displayed on the screen.

See also: Component

Features of components are described in a component or configuration profile.

Component profiles are assigned to a CIC profile with a framework and the profile types for components that are assigned to the framework specified. This defines which components are used with which characteristics in the CIC .

Since you can create several CIC profiles for each framework, the same framework can lead to various screen views even if the same components have been assigned to the framework. You cannot use the same component with different component profiles within a framework. This means that a component can only be assigned to a framework once.

See also: CIC Profile

You have assigned a CIC profile to a call center agent or group of call center agents. This means that call center agents in the CIC can work with individually configured user interfaces.

See also: Assigning a CIC Profile to a Call Center Agent

Note Note

You can display the framework and CIC profile that have been assigned to a call center agent in the CIC via Start of the navigation path Agent Next navigation step Framework Status End of the navigation path .

End of the note.