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Using this feature Interaction Center Manager/Supervisors can create and send messages to their agents. Messages appear instantly on each agent’s Interaction Center screen. With Broadcast Messaging the manager can define priority and expiration time when editing a message, create or maintain distribution list, check sent messages and resend expired messages.

  1. Login to IC Web using IC_MANAGER role and go to Managing Operations->Create Broadcast Messaging


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  1. IC Broadcast Messaging view will open as shown below

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  1. Go to Profile Selection tab, you need to setup your Broadcasting profile or choose the standard one and click on Save as Default button.

  Note: If you going to default the profile for the first time then you need to log-off and login again. 

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  1. To create a custom profile go to IMG customizing CRM->IC Web Client-> Additional Functions->Define Broadcast Messaging Profiles and create a new entry

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  1. Enter Profile Name and some description. You need to enter Org Unit ID because when you create Distribution List later it will be used to fetch only those users which are assigned to that Org unit. In this way we will group together all the IC web users who will be part of the Broadcast Messaging. Create one Org Unit for this purpose and assign IC web users there.
  1. In the above customizing Keep Expired Messages defines how many days the system should store expired messages. After the defined number of days has passed, the expired messages are deleted from the Sent Log the next time you start the application. Blank field means 0 days.

  1. In this step when you create Distribution list only the users assigned in the above Org Unit will be available to choose from. Select the user(s) whom you want to add to your Distribution List.

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     Update: The question asked below by Martin is totally valid, if you have 50-60 or even many more users as recipient and to add them one-by-one is really      a little pain. So i debugged it and Voila!!!…… found that table CRMT_CIC_BR_DL is getting filled when we assign users from that Org unit. Hence to add the users in an easier way you create a very basic abap program to fill this table using a load file which contains all the users id of the recipient corresponding to your distribution list id and they will appear correctly in the UI. Also that table is open for changes hence you can manually add/remove entries if you want.

  1. Now go to Send Message tab and select your Distribution List, enter the duration after which your message should get expired ( here I entered 15 minutes ) and set the priority ( message will appear in bold if you choose High ) and enter your message. Click on Send.

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  1. Now this Broadcasting Message will appear in IC Web user screen that all are part of the distribution list and will expire after 15 minutes.

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  1. You can check the Current Messages or Expired Messages from the Sent Log tab. If you want you can resend the expired message again by clicking on Resend Message button.

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Enhance the Broadcast messaging color and font

For system below EhP1:

Go To SE80 -> BSP Application -> CRMCMP_IC_FRAME ->MIMEs -> Stylesheets -> Broadcast -> (Choose your skin) Let’s say default -> download crmcmp_ic_frame_broadcast.css file by double clicking on it -> Save on local desktop -> open the file and modify

/* Fonts for the text displayed in the message bar and the empty text displayed in the message divider */
.highpriority, .normalpriority, .lowpriority, .messagedivide, .queue { font-family : Arial; font-size : 1.4ex; font-weight : normal; }

/* The colors for the text displayed in the message bar */

.highpriority, .normalpriority, .lowpriority, .queue { color : #FFFFFF; }

If required you can change these to use different font, font size and color based on message priority also.

For EhP1 users:

Customizing and setting the formatting of broadcast messages are much similar to alert. The only difference is you do not set icon for message.

To define the broadcast message theme, please go to SPRO -> SAP Customizing Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Additional Functions -> Define Themes for Broadcast Messages. You can define your own theme there. Please see the screenshot below:

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However please be aware that the color will only be appearing when a message is displayed in the pop-up window, but not in the scrolling bar.

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Thank you.

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18 Comments

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  1. M. van Rijswijk

    Hi, steps are clear. But, when I want to add users to a distribution list, I have to select them one by one. Is there a way to select them all? This can be usefull when a linked organizational unit, is linked to many users.

    Thanks in advance,

    Martin

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    1. Shobhit Srivastava Post author

      Hi Martin,

      You issue is really valid, SAP out of the box didn’t really provide multiple selection but based on your query i have updated my document with one possible solution so that it would be helpful for everyone, check point 7 (update part) for more information.

      Thanks,

      Shobhit

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  2. Upinder Kaur

    Hi Shobhit, Thanks for sharing the step by step guide. Just one query. IC Manager has authorization to send the BC Message and users can only read the message. There are 3 options available when message is displayed i.e New / Read / past. IF the duration set for a message is over, then past messages would not be available to view by users? IC Managers can anyways see it in sent logs but what about users? where can they view the past messages which they have marked as read and duration is over? Regards Upinder

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    1. Shobhit Srivastava Post author

      Hi Upinder,

      Once the duration is over and if the Broadcast Profile has some value maintained in the Keep Exp. Msgs field then the user can also see the past message using the New/Read/Past dropdown.

      If the Keep Exp. Msgs is blank for your profile that means as soon as message is expired (duration is over) it will get deleted from the system and hence neither the user nor the manager would be able to see those messages.

      Hope it’s clear.

      Regards,
      Shobhit

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      1. Upinder Kaur

        Hi Shobhit, That we have already checked. Keep Expiry msg = 7 days. Still the messages when their duration is over is not availble as past messages when users want to see past messages. I dont know if you are able to see. We are on EHP2 706 support pack probably behavior is different in EHP2 upgraded system. Regards Upinder

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        1. Shobhit Srivastava Post author

          Hi Upinder,

          Let me explain you the Past functionality, the manager has sent a message with duration of 5 minutes and assume user is already logged in. As soon as manager send the msg the user will see it, once he clicked on it( you will see New option selected) and mark it as read, which will remove it from the broadcast message scrolling bar. Now again if the user open the popup now he can see that msg using option Read, assume till this time msg is not expired and user is still logged in in the same session. Now after 5 minutes when user will open the popup that msg will come in Past msg until he logged off.

          So the past option will show the expired msg only if the msg got expired during that time when user was logged in otherwise he will not see those expired msg, which can be seen my IC Manager until it’s deleted.

          Hope it will help.

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  3. Sigrid Wieshofer

    Hi Shobhit,

    Some additional information: when upgrading to EHP3, it is important to check if service /default_host/sap/public/bc/bsp is active (SAP note 1295006).

    With CRM 7.0 EhP3 SP03 a new broadcast messaging UI component CRMCMP_IC_BM is available. Further information: SAP note 1931727 New Broadcast Messaging component for IC Manager

    Best Regards,
    Sigrid

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  4. Luis Guilherme Paulino

    Hi,

    Thanks for sharing the step-by-step. Very useful!

    However I am having problems when clicking Managing Operations – Create Broadcast Messaging. It gives me an authorization error message: “Authorization check failed. Your role profile does not permit you to use the Broadcast Supervisor application”

    Any idea what this could be? I have configured broadcast messaging in the past and I didn’t get this problem.

    PS: I have already created a broadcast profile and included it in the corresponding business role.

    Thanks a lot,

    Luis.

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    1. Shobhit Srivastava Post author

      Hi Luis,

      Seems like your user id doesn’t have authorization object CRM_BM assigned, please assign it(enable Execute activity for that object) and try again.

      Regards,

      Shobhit

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  5. Gopalakrishna GANGALA

    Hi Shobhit ,

    The configuration path step by step is really good and more help full. The active participation from other experts and sharing their experience on this BC message process is wonderful and answered our questions.

    Thanks to all

    I appreciate your initiation on this topic.

    Regards

    Gopal

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  6. Christina Küllmer

    hi Shobhit, thanks for this step-by-step. I have just one question. When I work in another window and the message appears, the IC window is not set on focus. Is there any possibility to get focus to the IC window when a broadcast message appears? Many thanks Christina

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  7. Ram Kumar Karunamurthy

    Hi Shobhit,

    Thanks for sharing document. I have one doubt, right now broadcast messages comes on bottom of the browser and if click on the message it’s shown on popup. But our requirement has when open the IC Agent, Broad cast message popup immediately without click on bottom of the broadcast message. How I can achieve that..?

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