Workflow Inbox

Use

The Workflow Inbox (WF_INBOX) component is used to integrate the workflow inbox in the SAP Business Workplace in the CIC Application Area .

Prerequisites

You want to use the workflow inbox from the SAP Business Workplace in the CIC Application Area .

You have defined a component profile for the Workflow Inbox (WF_INBOX) component in the Customizing settings for SAP Media .

Activity	Menu path
Define component profile for the Workflow Inbox	SAP Media Customer Interaction Center (CIC) Workflow Inbox Component Make Settings for the Workflow Inbox Component

Note Note

Standard settings for the Workflow Inbox component are provided in the WF_STD_01 component profile in the SAP Media reference clients.

End of the note.

You have assigned the Workflow Inbox (WF_INBOX) component and the associated component profile created to the Application Area in an L-shape framework.

Activity	Menu path
Assign Workflow Inbox to Application Area	SAP Media Customer Interaction Center (CIC) Maintain Navigation and Application Area

You maintain the profile name and an explanatory text at the level of the workflow inbox profile in the View Cluster. You can enter any tasks (single or multiple-step tasks) or task groups as filters at the task filter level. The system only displays work items in the Workflow Inbox whose underlying tasks match these criteria. If you do not maintain the filter settings, the system displays all work items that are also displayed in the general workflow inbox for the SAP Business Workplace .

Note Note

The TG26000001 task group contains all tasks provided by SAP, which are available for processing in the CIC.

End of the note.

Note Note

The system only displays work items for which the user is also a potential processor. The task filter is simply used to further restrict this quantity.

End of the note.

If you also want to display incoming documents such as e-mails and/or flagged callbacks in the Workflow Inbox , you must define the corresponding processes in the Customizing settings for the Workflow Inbox .

Activity	Menu path
Define display of incoming documents and flagged callbacks	SAP Media Customer Interaction Center (CIC) Workflow Inbox Component ... ⇒ Define Process for Incoming Documents ⇒ Define Process for Customer Callbacks

Activity

Menu path

Define display of incoming documents and flagged callbacks

Start of the navigation path SAP Media Next navigation step Customer Interaction Center (CIC) Workflow Inbox Component ... End of the navigation path

⇒ Define Process for Incoming Documents

⇒ Define Process for Customer Callbacks

Note Note

SAP provides the workflow sample WS26000005 as an example of processing incoming emails.

SAP provides the workflow sample TS26000025 as an example of processing a callback work item.

End of the note.

Work items that represent a callback flag can be generated using a function call in the Action Box . You have specified the CreateCICCallbackItem method for the CCPCICWI business object and the GetCICCallbackData method for the CCPCICWI business object for the parameter dialog to define the function call when you configured the Action Box in Customizing.

Activity	Menu path
Create configuration profile for Action Box	Customer Service Customer Interaction Center (CIC) Component Configuration Settings for Action Box Define Configuration Profiles for Action Box

See also: Action Box

You have configured SAPconnect if you want to send and receive emails. Settings for SAPconnect can be made in the SAP Easy Access menu.

Activity	Menu path
Make settings for SAPconnect	Tools Business Communication Communication SAPconnect

A process, which for instance processes an incoming email is assigned under Start of the navigation path Settings Next navigation step Inbound Distribution. End of the navigation path

See also: SAPphone