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As i come across some questions related to the basic settings  in interaction center..so am posting some related document.it may be useful.:)

1.Configuration

1.1Checking Authorization Roles

Use

The purpose of this activity is to check if authorization roles delivered by SAP Best Practices for CRM have been uploaded to the relevant CRM installation client.

Note:
For details see the Configuration Guide of building block C04 – CRM WebClient User Interface, section Uploading PFCG Roles.

Procedure

  1. 1. Access the activity using the following navigation options:

Transaction code

PFCG

SAP CRM IMG menu

  1. Customer Relationship Management à UI Framework à Business Roles à Define Authorization Role
    1. 2. Check if the following roles exist in your client:

Authorization Role

Description

Used for Business Role

Z_IC_MGR-M

BP CRM UIU Interaction Center Manager

IC Manager

  1. 3. If not choose Role à Upload from the menu, confirm the information message and upload the file of this role, which has been copied to your local PC before.
    In field Encoding select Unicode (UTF-16BE).

Result

A new authorization role has been created to be used for a new business role.

1.1.1  Checking Role Assignments to System Users

Use

With this activity you check if all necessary authorization roles have been assigned to the respective system users.

Note:
For details see the Configuration Guide of building block C04 – CRM WebClient User Interface, section Assigning PFCG Roles to Users.

Procedure

  1. 1. Access the activity using the following navigation options:

Transaction code

SU01

SAP CRM menu

  1. Architecture and Technology à System Administration à User Maintenance à Users
    1. 2. Check if the following assignments have been made for each system user (on tab pages Roles).

System User ID

New Auth. Role

IC_MAN

Z_IC_MGR-M
Z_PCC_ERMS_ADMIN
Z_CRM_UIU_FRAMEWORK
Z_CRM_OR_USER
Z_CRM_UIU_IC_MANAGER

  1. 3. If necessary, catch up the assignments and save your changes.

Note:

Authorization role Z_CRM_UIU_FRAMEWORK enables the system user to work with the Interaction Center WebClient (ICWC) and therefore represents a basic role.

Authorization role Z_PCC_ERMS_ADMIN enables the system user to use the input help for the Category Modeler and the Rule Modeler.

Result

The new authorization role has been assigned to the respective system user.

1.1.2  Checking Business Roles

Use

Check if the following business role has been created in your relevant CRM client.

Note:
For details see the Configuration Guide of building block C04 – CRM WebClient User Interface, section Defining Business Roles.

Procedure

  1. 1. Access the activity using the following navigation options:

Transaction code

CRMC_UI_PROFILE

SAP CRM IMG menu

  1. Customer Relationship Management à Interaction Center WebClient à Define Business Role
    1. 2. Check if the following business roles have been created in your relevant CRM client:
    2. Bus. Role
    3. Bus. Role Description
    4. Author. Role

Used for Scenario

YBP_IC_MAN

BP IC Manager

Z_IC_MGR-M

IC Administration

Result

New business roles were created to be used for the different Interaction Center scenarios.

1.1.3  Accessing IC WebClient UI

Use

In order to check the configuration of the new IC WebClient business roles you need access to the IC WebClient user interface.

Prerequisites

Your system administrator has installed all necessary components.

The CRM organizational model structure with its organizational units and positions is maintained.

A new business role has been created assigned to each relevant position.

Business partners (defined as employees) have been assigned to the relevant position(s).

Procedure

  1. 1. Log on to the CRM system using SAPGUI.
  2. 2. Do a right mouse-click on Favorites and select Insert transaction from the dropdown menu.
  3. 3. In the dialog box enter the following data:

Field name

User action and values

Transaction Code

CRM_UI

  1. 4. Choose Continue.
  2. 5.     You can choose the newly created favorite and save the opened HTML page as favorite in your browser and/or your desktop in order to enter the IC WebClient environment directly without using SAPGUI.
  3. 6.     You can now log on to the CRM WebClient UI with, for example, the user for IC Manager, in order to check the new profiles.

Result

You have logged on to the Interaction Center in order to check the new profiles.

1.2 Master Data Maintenance

1.2.1  Maintaining Business Partner’s Communication Data

Use

In order to simulate an incoming phone call or e-mail, a telephone number and an e-mail address has to be maintained in the master data of each business partner who is contacting.

Check if our business partner’s contact person has a telephone number and an e-mail address maintained in his master data.

Prerequisites

All relevant business partners have been created or replicated from the ERP backend system (see the Configuration Guide of building block C03 – CRM Master and Transaction Data Replication).
Use the following business partners and contact persons as examples if SAP Best Practices for Baseline DE has been installed as your ERP backend system:

Business Partner (Sold-to party)

Contact Person

100000 – Customer domestic 00

Monika Ziegler

100001 – Customer domestic 01

Hans Bertolini

100002 – Customer domestic 02

Sabine Huber

Note:
If you have defined other business partners, maintain a telephone number in their master data.

Prerequisites

You are logged on to the CRM WebClient UI with user power_user and password welcome.

Procedure

  1. 1.     Access the activity using the following navigation option:

CRM WebClient UI menu

  1. Master Data à Search: Contacts
    1. 2. Search for and select, for example, for contact Monika Ziegler.
    2. 3.     On the assignment block Contact Details choose Edit.
    3. 4.     In the Work screen area enter the following data:

Work

Phone

<telephone number> (e.g., DE – 0123-4444)

E-Mail

<e-mail address> (e.g., bpcrmtest@yahoo.com)

Note:
The telephone number and e-mail address both have to be unique, no other occurrence with another business partner.

  1. 5.     Save your entries.
  2. 6.     Repeat steps 2-5 with all other necessary business partners, for example, create these example telephone numbers for the following contact persons:

(Sold-to party)

Contact Person

Telephone Number

100001

Hans Bertolini

DE

0123-5555

100002

Sabine Huber

DE

0123-6666

Result

A unique telephone number has been maintained for the calling business partner in the CRM system.

1.2.2  Defining Calling Hours for Business Partners

Use

In order to create a call list on the basis of the business partner’s call time, calling hours need to be defined in the business partner’s master data (role Sold-to party).

The calling hours can also be defined for the contact person(s) being assigned to the business partner (role Sold-to party).

Both options can be carried out power users, sales employees or people who are authorized to maintain business partners.

Prerequisites

You are logged on to the CRM WebClient UI with user power_user and password welcome.

Procedure

  1. 1. Access the activity using the following navigation option:

CRM WebClient UI menu

  1. Master Data à Search: Accounts

Define Calling Hours for Account

  1. 2. Search for and select the business partners for who you want to maintain calling hours (for example, 100000).
  2. 3. Select the assignment block Business Hours.

Note:
If you need to make an assignment block visible, choose button Personalize in the upper right-hand corner, move the assignment block from Available to Displayed Assignment Blocks and choose Save.

  1. 4. Select New.
  2. 5. To define the calling hours for the business partner maintain the following example values:

Field name

User action and values

Business Hours Type

Calling Hours

Start

<today>

No End Date

flag

Variances

Exceptions

No Exceptions

Factory Calendar

, e.g., International

Recurrence

Type

Weekly

Week Rule

Every Week On (mark the relevant weekday(s) and maintain the calling hours). Maintain, for example, Mo-Fr, 8:00-19:00 and your time zone

  1. 6. Choose Back.
  2. 7. Save your data.
  3. 8. Select the next business partner you require (for example, 100002) and repeat these steps.

Define Calling Hours for Related Contact Persons

  1. 1. Search for and select the relevant contact person you want to define the calling hours for (for example, Monika Ziegler being the contact person for sold-to party 100000).
  2. 2. Select the assignment block Business Hours.
  3. 3. Select New.
  4. 4. To define the calling hours for the business partner maintain the following example values:

Field name

User action and values

Business Hours Type

Calling Hours

Start

<today>

No End Date

flag

Variances

Exceptions

No Exceptions

Factory Calendar

, e.g., International

Recurrence

Type

Weekly

Week Rule

Every Week On (mark the relevant weekday(s) and maintain the calling hours). Maintain, for example, Mo-Fr, 8:00-19:00 and your time zone

  1. 5. Choose Back.
  2. 6. Save your data.
  3. 7. Select the next required contact person (for example, Sabine Huber being the contact person for sold-to party 100002) and repeat these steps.

Result

For the relevant business partners (sold-to party) and contact persons the calling hours have been defined.

Thanks & regards

Hcl Innovators.


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