This is an overview of the new functionality introduced to the SAP CRM Interaction Center with SAP CRM 7.0 Enhancement Package 2

Additional Non-IC specific features introduced by SAP CRM 7.0 Enhancement Package 2 may also be used in Interaction Center.

More information on SAP CRM 7.0 Enhancement Package 2 is available at SAP Help  and also the Early Knowledge Transfer

An overview of the new functionality introduced to the Interaction Center with SAP CRM 7.0 Enhancement Package 3 is also available here

How to improve your SAP CRM Interaction Center Support

Usability Improvement of IC Agent Work Mode (Enhanced for SP02)

The Interaction Center work mode has been enhanced so agent can choose the agent work modes from a simplified dropdown list containing all available work modes

DTMF Pad (New for SP02)

SAP enhancement package 2 (SP02) for SAP CRM 7.0 it is possible to configure the standard DTMF pad in your toolbar profile.

Interaction Center Agent Dashboard (Enhanced for SP02)

IC agents can use the Interaction Center agent dashboard to assign and un-assign themselves to channels and/or queues at runtime. The usability of the agent dashboard was also improved and it now provides fully configurable views.

Options for Displaying HTML Mail (Changed for SP02)

As of SAP enhancement package 2 (SP02) for SAP CRM 7.0, it is possible to use enhanced settings for the e-mail profile that control the display of HTML mails within the IC. We strongly recommend that you review these settings as they affect the security of your system.
For more information, see the Security Guide for SAP enhancement package 2 for SAP CRM 7.0 under http://service.sap.com/securityguide -> SAP Business Suite Applications -> SAP CRM.

Integration of Microsoft Office into Interaction Center (Changed for SP04)

Depending on the version of Microsoft Word you are using, there are different ways of integrating it into the Interaction Center. The version is automatically identified using ActiveX in your browser.

For more information, see SAP Note 1707600 Office Integration for MS Word 2007/2010

Shared Memory Manager for Multilevel Categorization (New for SP05)

The shared memory manager for multilevel categorization enables you to manually preload your schemas into the shared memory buffers so that they can be accessed quickly (for example, by IC agents when they log on in the morning).

Agent Inbox: Usability (Enhanced for SP06)

  • In the standard system, the fields in the inbox result list configurations have been aligned so that the table view and the tree view of the result list provide identical fields in terms of field descriptions and the set of available fields. This identical set of result list attributes produces identical results when the user switches between the tree and table view of the inbox result list.
  • Table graphics for the inbox result list are now also available when the standard search view of the inbox is used.
  • In the standard system, non-supported fields have been removed from the set of available fields in the search view configurations.
  • The input help dialog boxes in the inbox search now only provide meaningful values tailored to the current context.
  • For usability reasons, a new naming convention for result list attributes has been introduced with the business function IC Inbox Extensions (CRM_IC_INBOX).

Filter for Standard Response Texts (New for SP06)

As of SAP enhancement package 2 (SP06) for SAP CRM 7.0, you can use the Business Add-In BAdI: Filter for Standard Response Texts to limit the use of the standard response texts that are available across all channels (that is, in e-mails, faxes, and letters).
Effects on Customizing
You can activate your own BAdI based on the example implementation for filtering standard response texts in the Customizing activity BAdI: Filter for Standard Response Texts.

For more information see the SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Interaction Center -> Interaction Center WebClient -> E-Mail -> Standard Responses.

The “From” Field in E-Mails (Enhanced for SP07)

Previously, you could only enter e-mail addresses in Customizing for the From dropdown list in the e-mail editor in SAP CRM using the format NAME@ADDRESS.COM.
As of the following releases, you can also make settings in Customizing so that names (for example, the names of departments or people, such as Service Department) and e-mail addresses appear in the From dropdown list in the e-mail editor

You make settings for the From dropdown list in the e-mail editor in Customizing activity Define Outgoing E-Mail Address Groups.

For more information about e-mails in the Interaction Center WebClient, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Interaction Center -> Interaction Center WebClient -> E-Mail.

Virus Scan Profile for ICI Mail (New for SP09)

The virus scan profile /IC_CCS_MCM/ICI_MAIL can now be used to enable the scanning of e-mails that enter the system through the Integrated Communication Interface:

Effects on Customizing
You must make the settings described in the organizational activity in Customizing for SAP CRM under Customer Relationship Management -> Interaction Center WebClient -> Basic Functions -> Communication Channels -> Define Virus Scan Profiles for ICI Mail.

See also
   SAP Note 1699357 Connection to Virus Scan Interface in CA-GTF-IC-CHA
   SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose a release and then Application Help. In SAP Library, choose Interaction Center -> Interaction Center WebClient -> E-Mail

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