You can integrate your SAP Interaction Center through a CMS (Communication Management Software) with the telephony system of you call center. This enables your agents to handle the most important steps of the communication processes through soft phone controls in the SAP interaction center UI. For example agents can accept or reject incoming phone calls or chat request, they can hold, retrieve transfer and end calls and initiate outbound calls.
The following enhancement allows agents to select on the SAP interaction center screen to which communication channels and queues they want to be subscribed. For this purpose the agent dashboard was enhanced with CRM 7.0 SP11, CRM 7.0 EhP1 SP08 and CRM EhP2 SP02:
A configuration option in IMG customizing (Communication Management Software Profile) allows to decide whether channels and / or queues are manually selectable by the agent or not.
Note: Technically the existing setCurrentChannels / setCurrentQueues ICI SOAP messages are used to send the agent’s selection to the CMS.
However not every CMS system might be prepared to process this information – so it is recommended to align with your CMS vendor before starting to use this new feature. Changes in agent to channel / queue assignment that happen on CMS side are transferred to CRM via the (also already existing) userChanged ICI SOAP message.
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