This is an overview of the new functionality introduced to the SAP CRM Interaction Center with SAP CRM 7.0 Enhancement Package 3

Additional Non-IC specific features introduced by SAP CRM 7.0 Enhancement Package 3 may also be used in Interaction Center.

More detailed information on SAP CRM 7.0 Enhancement Package 3 is available at SAP Help and also the Early Knowledge Transfer

An overview of the new functionality introduced to the SAP CRM Interaction Center with SAP CRM 7.0 Enhancement Package 2 is also available here

How to improve your SAP CRM Interaction Center Support

Business Function Social Media Integration CRM_SMI_INBOX: Business Function Social Media Integration in IC

As of SAP enhancement package 3 for SAP CRM 7.0, the business function Social Media Integration in Interaction Center (CRM_SMI_INBOX) is available. With this business function, you can listen to and engage with your customers through the social media that they use to communicate with peers.

With the related business function Social Media Integration in Business Partner, you can assign social media users to accounts, groups, or contacts in the interaction center.

The following features are available with this business function:

•  Retrieve posts from predefined social media channels
•  Analyze post sentiment
•  Map social media users to accounts in SAP CRM
•  Trigger follow-up actions, including replying to posts and creating transactions (for example, service requests)

CRM_SMI_INBOX: Business Function Social Media Integration in IC (Enhanced for SP02)

As of SAP enhancement package 3 SP02 for SAP CRM 7.0, the following features are available with the business function Social Media Integration in Interaction Center (CRM_SMI_INBOX):

•  You can search social media posts by description.
•  You can run the report CRM_SOC_DATA_MIGRATION_TO_UC so that when you search by description, you can search for posts that you have   already retrieved before you upgrade to CRM 7.0 EHP3 SP02.
•  The Reference function and the Reference (Extended) function are now supported for social media posts.
•  With the BAdI Text Analysis of Social Media Post, it is now supported to Categorize the retrieved posts based on text analysis

Business Function Service Configurator for Shared Services CRM_SHSVC_2: Service Configurator for Shared Services

With the business function Service Configurator for Shared Services (CRM_SHSVC_2) you can further integrate CRM Interaction Center WebClient with ERP and use additional features provided for process-based checklists in service requests.

Service Configurator is an enhancement based on the standard checklist features in CRM Interaction Center WebClient. This feature enables some checklist functions that require more integration with ERP applications such as ERP Financials.

Service Configurator aims to build a process-based experience where business users can perform ERP Financials tasks while they follow the steps in the checklist of a service request.

To achieve this, Service Configurator uses the following decision-based checklist features:

•  Flexible definition of processes and steps
•  Ability to include work instructions, responsible partners, comments, and other information in processes and steps
•  Ability to include links to ERP transactions and trigger actions in processes and steps
•  CRM Application Enhancement Tool Technology (AET)

Based on these features, this business function brings more ERP functionality to service request checklists in these ways:

• Accessing ERP functions from service requests:  The business user can fill out a process-specific form with fields from the ERP system, and can select values by using the search help that is sourced from ERP data.                
• Validating user input against ERP data: Validation can be performed on user input when the business user saves a service request or executes a checklist step.
• Submitting process-specific forms to ERP:  The business user can submit a process-specific form to the ERP system to launch a transaction in the ERP system. Depending on the  configuration, the user can either send the form data off to the ERP system or launch an ERP transaction remotely in the service request.

This business function does not have impact on existing data. However, the user interface for the dependent extended checklist in CRM Interaction Center WebClient has been reworked for usability and functionality reasons

CRM_SSC_EIC_4: HCM Shared Services Center - PA Services and Web Dynpro ABAP UI

This business function is part of the HR enhancements. With this business function, the Shared Services Framework (SSF) is integrated with the renovated Personnel Administration (PA) services and the new HCM Processes and Forms (HCM P&F) Web Dynpro ABAP UI.

The Shared Service Center (SSC) agents can launch the new PA services and HCM P&F process with Web Dynpro UI from Shared Services Framework.

• Renovated PA Service Integration with SSF HR.

          A Shared Sevice Center (SSC) agent can access this application from a service request to launch PA services for an employee.
          Customers can configure new PA services, if required.

• Renovated HCM P&F Integration with SSF HR

          With the integration of this application, an SSC agent can now launch the new HCM P&F process with Web Dynpro ABAP UI from SSF HR

CRM_SSC_EIC_5: HCM Shared Services Center - Service Configurator

With this business function, the Shared Services Framework (SSF) enables you to control and model HR processes as per the Shared Service Organization (SSO) requirements.

Service Configurator:

The Service Configurator integrates SAP CRM Decision-Based Checklist and SAP HCM Processes and Forms, which enables SSO to control and model their processes which involves multiple parties, some within or some outside the organization. The benefit of this integration for SSO goes beyond modeling & controlling a process.

• SLAs can be tracked for the complete process so that the SSO can report on these activities.
• The system leverages already existing HCM P&F processes and remodels these processes according to the requirements of the SSO, including    SSO-relevant activities in the process.

Using service configurator you can also:

• Integrate HCM processes to a service request.
• Control the SSO backend process by adding manual and/or automated steps to existing HCM processes. These steps can be added at the beginning,  middle, or at the end of an HCM process.

CRM_IC_INBOX_2: Business Function IC Inbox Extensions 2 (New for SP03)

To use this business function, you must also activate the business function IC Inbox Extensions (CRM_IC_INBOX).

With the business function IC Inbox Extensions 2, you can activate the following inbox features:

• Inbox Item Type for Outbound Correspondence
  You can use the inbox item type for outbound correspondence to search for outbound e-mails (non-ICI-based), fax messages, and letters created in the interaction center (IC) and linked to an interaction record, as well as outbound e-mails created by the E-Mail Response Management System (ERMS). The inbox item type for outbound correspondence is available in the nonaccelerated and in the accelerated inbox search.

• Social Media Integration in Accelerated Inbox Search
  You can use the accelerated inbox search to search for social media posts.

• Predefined Inbox Search Tables
  You can use predefined inbox search tables that contain the inbox search attributes and inbox result attributes that are relevant to specific inbox item types.

• Processing Data for Inbox Search Tables
  You can use the transaction Process Data for Inbox-Specific Searches as a single point of access for processing the data for the various predefined inbox search tables.  In the transaction, you can upload the data for the relevant main categories to the predefined inbox search tables. You can also remove the data for the relevant main categories from the predefined inbox search tables, as required.

• Advanced Search
  The advanced search has been enhanced. The search attributes have been enabled for multiple use, and the appropriate search operators have been provided. Note that the selection of search operators has been limited to match the broad variety of main categories.

• Search Attribute Recipient Address
  The Recipient Address search attribute has been enabled for the work item search (inbound emails, fax messages, and letters). The search attribute can also be used to search for outbound correspondence (outbound e-mails, fax messages, and letters).

• Sort Attribute Employee Responsible
  The sort attribute Employee Responsible (ID) has been replaced by Employee Responsible (Name).

• Maximum Number of Results
  You can use the Maximum Number of Results function on the Inbox page to define the number of search results. For example, you could reduce the number of search results to improve the search performance.
  In the Customizing activity Define Inbox Profiles, you can define the default values and range of user entries for the Maximum Number of Results field.

• Reset
  You can use the Reset function on the Inbox page to reset the inbox search criteria and the
  inbox result list to the initial state:

• Search Attribute Validity Check for Accelerated Case Searches
  In the accelerated inbox search, main categories related to cases do not support a combination of the search attributes Account, Assigned To, and Employee Responsible. The corresponding searches previously did not produce any results. These searches are no longer performed, and an appropriate information message is displayed instead.

• Result List Display in Tree Format
  For identical objects, the result list in tree format now displays identical result list attributes in main nodes and in subnodes.

What is Interactive Scripting?

A useful tool with a list of questions and answers to guide agents through each step of a customer interaction. The scripting configuration controls the navigation, depending on answers the agent gets from the customer. The answer (decisions) are represented by buttons and could:

• Trigger other questions.
• Trigger an URL.
• Trigger other interactive script
• Navigate to another “UI View” in the Interaction Center Web Client.
• Trigger a CRM questionnaire (survey).
• Update Business Partner Address or  Marketing Attributes

Script Content

Questions

It is a short text that describes the dialog with the customer. Question can be reused in all scripts.

During a creating a question is possible to include in the definition different sections: question, answers, buttons; this is extremely useful to design better screen with all options required.

Variables

Variables are placeholders that become the customer's current information when agents use the script.

SAP provides standard variables, or you can create your own variables.  Standard variables including all field for address, and name for customer and customer contact.

(Variables are saved in the answers repository under TextFields)

Answers

Answers guide agents through interactions with customers. It includes the clients response and could be buttons or fields.

Fields:

Any type of answer that is not a button is considered a field. Fields are used in questions. Once you have created a field, you can reuse it in any question.

There are various types of fields that you can create:

• Radio buttons

• Dropdowns

• Checkboxes

Buttons

Are used for navigating from one question to the next in the script. Can be reused in the any answer.

Example: More Info, Next, No, No Changes, Save, Yes, Ok

Navigation Options

Trigger other questions

You could trigger further questions, which can contain text fields, drop-down list boxes, check boxes or radio button; and are useful for questions that require an actual response from the customer

Trigger URL

System will open a Web URL. You can configure to open in a new window or open inside the script.

Trigger other scripts

Scripts can be triggered from within other scripts.

Just drag and drop a script to the design area.

Trigger Transactions

Interactive Script can navigate to another “User Interface View” in the Interaction Centre Web Client or another SAP transaction (Depending on configuration is possible to navigate to any transaction in SAP ECC, for example, if the transaction launcher is available in the Interaction Centre).

To navigate to other transaction, you must select the Object type and Action based on your navigation bar profile, outbound parameters for your business role.

Trigger Questionnaire

From a script a questionnaire (survey) can be triggered to collect “More” information in only 1 screen. This is useful as allows marketing department to define surveys that can be reused in different scripts, as well as in the website.

Update Business Partner Address or Marketing Attributes

Agents can update customer data directly from within the script: address fields and marketing attributes can be updated for the confirmed business partner.

To include marketing attributes in the design, ensure to select template "Person or Organization Marketing Attributes"

During the answer design, drag and drop "Dynamic Answers" to include marketing attributes.

The system will display the marketing attributes that you maintain in script parameters:

Script Functionality

Objection Scripts

It is an exception script that can only be launched directly from within another script.

It is used when customer answers don't follow your script navigation. A common example, you are guiding your customer during the call and the customer does not want to continue with your questions or wants to speak with your manager.

Shows History of Answers

A history of the customer response can be viewed at a press of a button. The transcript is linked to the current Interaction Record and can later be retrieved from the Activity Clipboard of the Interaction Record.

You can access the transcript either from the script directly by clicking the "View Transcript" link, or alternatively by clicking the Transcript link in the Interaction Record Activity Clipboard.

Actions (Decision Navigation)

Actions are ABAP classes that use system data to calculate values. By importing the confirmed business partner, it is possible to create logic to read system information from SAP (e.g: CRM, ERP) and perform complex validations.

Example: Your company offers discount to people age 60 and older, and you want to create a script that branches to two different questions, depending on the customer's age. You create an ABAP class that finds the age of the business partner in the system after the business partner is confirmed. You incorporate this ABAP class into the script using an action.

There are two type of script actions:

Branching Action: When agents use this script, the action branches to the correct set of age-related questions, without the agent having to ask the customer's age.

Example: You create a branching action that finds the age of the business partner in the system after agents confirm the account, and fits the age into one of two ranges: younger than 60, or 60 and above.

Non-branching Action: class that performs background operations.

Example: You can create an action to determine the price of a product that is offered in a campaign. The result of this action is: "The price for this product is [{queryPrice}.price]". When agents use the script, the variable is replaced by the actual price, which is the result of this action.

Please take in account that Action ID are not transported.Must be created manually in each system.

Action Class example

You can create Z Class to implement actions by copying any standard action class. For example  “CL_CRM_IC_SCRIPT_ACT_BRANCH2”.

Any Z class should contain implementation of method from Interface:

     <IF_CRM_IC_SCRIPT_ACTION>~ EXECUTE(  )

     <IF_CRM_IC_SCRIPT_PRO2>~ SET_PROCESSOR(  )

The method IF_CRM_IC_SCRIPT_ACTION~EXECUTE should contain your logic for the action.  Finally, export your result with parameter “out_params”

Example:

    IF lv_open_balance IS NOT INITIAL.

      MOVE 'age' TO ls_line-key_p.    <-- ID of your Action Output Parameter

      MOVE lv_open_balance TO ls_line-value_p.

      APPEND ls_line          TO out_params.

      CLEAR  ls_line.

    ENDIF.

  ENDMETHOD

Tips

Tip you can download and upload your script definition by pressing the following button

Transports

Script can be transported only if the status is "Inactive". The customizing transport will move:

• Questions
• Buttons
• Navigation

Please take in account that "Action" must be created manually in each system and using the same ID than source system.

The transport will not include the action definition, but the script navigation transport will include the action in the navigation (however not the action ID or content).

Preface by John Burton

SAP first introduced ERMS (E-Mail Response Management System) with CRM 4.0 Service Industries Extension back in 2004. In early 2006 I published SAP Note 940882 (ERMS FAQ Note) that contained links to two presentations: an ERMS Overview presentation and an ERMS How-To Guide. While the How-To Guide was very well received at the time, over the next nine years the guide gradually became somewhat outdated as new ERMS features were introduced and  configuration options were modified and expanded.

Thankfully, I'm happy to announce that a new, updated ERMS configuration guide is now available. Amrish Singh, a Senior CRM Solution Consultant with UCS Solutions (Pty) Ltd, has created what can only be described as, "The World's Greatest ERMS Configuration Guide for SAP CRM". This new guide is based on the latest CRM 7.0 release and contains helpful and up-to-date images and screen shots. I hope you find the guide as amazing and helpful as I do.

Best Regards,

John Burton

Amrish Singh: Amrish is a Senior CRM Solution Consultant with 8 years cross-industry experience. With 10 full-cycle implementations under his belt in South Africa and the Middle East, Amrish has delivered complex integrated solutions. Of late, Amrish's main focus has been delivering high quality Retail solutions. For more information on how you can take your Retail CRM implementation to the next level contact amrish.singh@ucs-solutions.co.za or amrishs_22@yahoo.com.

UCS Solutions: UCS Solutions (Pty) Ltd, provides ICT related solutions and services primarily to businesses operating within the retail value chain. With a focus on the utilization of SAP and other retail related solutions, we support businesses through consultation and collaboration, thereby ensuring that our clients gain maximum returns from their IT investments. UCS Solutions is an ITIL and ISO 20000 certified IT Service Provider and was the first South African company to achieve ISO 20000 (IT Service Management) and ISO 22301 certification. UCS Solutions is a member of the JSE listed Business Connexion Group. For more information: http://www.ucs.co.za/.

Many customers have asked where they can find the latest information, presentations, and configuration guides for E-Mail Response Management System (ERMS) for SAP CRM. So I've put together the following, hopefully comprehensive, list:

• SAP Note 940882 (ERMS FAQ Note) that contained links to two presentations: an ERMS Overview presentation and an ERMS How-To Guide.
• CRM 7.0 EHP3: http://help.sap.com/saap/sap_bp/BBLibrary/Documentation/C4B_CRM703_BB_ConfigGuide_EN_XX.doc
• CRM 7.0 EHP2: http://help.sap.com/saap/sap_bp/BBLibrary/Documentation/C4B_CRM702_BB_ConfigGuide_EN_XX.doc
• CRM 7.0 EHP1: http://help.sap.com/saap/sap_bp/BBLibrary/Documentation/C4B_CRM701_BB_ConfigGuide_EN_XX.doc
• Article, "How to Set Up Threading in ERMS" by Sigrid Wieshofer
• SAP Online Help: Setting Up ERMS
• Updated ERMS Configuration Guide created by Amrish Singh, a Senior CRM Solution Consultant with UCS Solutions (Pty) Ltd. This updated guide is based on CRM 7.0 and includes up-to-date screens shots and instructions. **Please note that the information provided by Amrish is not part of SAP standard documentation and it is thus not a matter of or covered by SAP standard support.

Best Regards,

John

For CRM 7.0 EHP2 and EHP3 (EPH1 is planned), a new SAP Note 2204431 has been released which enhances the timeout behavior in CRM Interaction Center.

It contains several changes:

• The Layout of the CRM IC timeout popup has been harmonized with the timeout popup of  business role of type CRM WebClient. Now it is also possible in CRM IC to restart a session or access the page in offline mode (e.g. to copy text from a notes field)!
• After a timeout, the logon cookie is still available, so that a re-login is not required (important in case of Portal Integration)
• Prevention of timeout of parallel sessions addressed by KBA 1945312: before implementation of SAP Note 2204431, the timeout of a CRM Interaction Center session triggered the timeout of parallel CRM Web UI session (for example using a backend role like SALESPRO)  running in the same browser context when http security session management was active. Now the  CRM Interaction Center times out without affecting the parallel CRM Web UI Session running in the same browser context.

Check Support Portal (S-User required) for SAP Note 2204431 and updated KBAs 1757252, 1836437, 1866327 and 1945312.

1 Requirement

The ICI has always been an asynchronous and non-queuing interface. In certain channels (such as telephony) this is not a critical issue as the agent still has the possibility to manually identify a customer. Event if there wasn't an inbound signal before.

However, in E-Mail scenarios where the initial inbound is done in the CRM the missing queuing functionality like in classical middleware scenarios is a mandatory requirement in most projects. The CTI middleware can be not accessable for various reasons (connection lacks, HTTP errors, etc.). In those cases, where no pull scenrio is provided, no agent will ever know whether there has been an inbound E-Mail or not.

2 Proposal

Using a classical TRFC queuing, the outbound SOAP request can be handled and resent where required.

3 Implementation Steps

Basically, the solution can be done by registering a new queue and little implementation.

3.1 Queue

In some systems the Queue CN* is already registered. If not, just register it with the transaction code SMQR.

3.2 Push-Exit

The standard uses the class CL_CRM_IC_ERMS_PUSH_EXIT during workitem execution to check whether a push needs to be done or not. In order to encapsulate the SOAP request a enhancement needs to be done in method IF_SWF_IFS_WORKITEM_EXIT~EVENT_RAISED.

*|----------------------------------------------------------------------
 *|-- Referenzes     DATA: lo_exit TYPE REF TO zcl_crm_ic_erms_push_exit.
 *|----------------------------------------------------------------------
 *|-- Create Object     CREATE OBJECT lo_exit.
 *|-- Push E-Mail     CALL METHOD lo_exit->push_email       EXPORTING         im_event_name       = im_event_name         im_workitem_context = im_workitem_context.
 *|-- Don't run the standard logic afterwards     RETURN.

3.3 New Push Logic

The implementation in method PUSH_EMAIL is basically identical to the standard, except the request itself which is encapsulated in a function module.

*|----------------------------------------------------------------------
*|-- Variables    DATA: lv_scenario_id TYPE string,          lv_mail_id     TYPE crmt_erms_connection_id,          lv_workitem_id TYPE sww_wiid.
*|-- Structures    DATA: ls_action_item  TYPE crm_ici_action_item,          ls_officeobject TYPE obj_record,          ls_swo_objid    TYPE swotobjid.    DATA: BEGIN OF ls_mail_id,            folder_id TYPE soodk,            object_id TYPE soodk,          END OF ls_mail_id.
*|-- Referencen    DATA: lo_wf_container TYPE REF TO if_swf_ifs_parameter_container,          lo_mail_data    TYPE REF TO cl_crm_email_data.
*|----------------------------------------------------------------------
*|-- Push only once    IF im_event_name <> 'CREATED'.      RETURN.    ENDIF.
*|-- Check debug mode    check_debug_mode( ).
*|-- Get workitem container    lo_wf_container = im_workitem_context->get_wf_container( ).
*|-- Check whether the action was already executed    IF was_already_executed( lo_wf_container ) NE abap_true.      RETURN.    ENDIF.
*|-- Get E-Mail-ID    TRY.        lv_workitem_id = im_workitem_context->get_workitem_id( ).        CALL METHOD lo_wf_container->get          EXPORTING            name  = 'OfficeDocument'          IMPORTING            value = ls_officeobject.        CALL FUNCTION 'SWO_OBJECT_ID_GET'          EXPORTING            object = ls_officeobject-handle          IMPORTING            objid  = ls_swo_objid.        lv_mail_id = ls_swo_objid-objkey.        IF lv_mail_id IS INITIAL.          RETURN.        ENDIF.      CATCH cx_swf_cnt_container .      CATCH cx_root.        RETURN.    ENDTRY.
*|-- Get E-Mail data    ls_mail_id = lv_mail_id.    CLEAR ls_mail_id-folder_id.    lo_mail_data = cl_crm_email_utility_base=>get_mail_data_from_so( iv_object_id = ls_mail_id-object_id ).    CHECK lo_mail_data IS BOUND.
*|-- Fill action item    ls_action_item-_action_item_attributes = get_attributes( lo_mail_data ).    ls_action_item-_request_id = lv_workitem_id.    ls_action_item-_process_id = lv_mail_id.
*|-- Create queue entry    CALL FUNCTION 'TRFC_SET_QUEUE_NAME'      EXPORTING        qname              = 'CN_EMAIL_PUSH'      EXCEPTIONS        invalid_queue_name = 1        OTHERS             = 2.    IF sy-subrc <> 0.      RETURN.    ENDIF.
*|-- Start request in background    CALL FUNCTION 'ZCRM_ERMS_PUSH_EMAIL'      IN BACKGROUND TASK AS SEPARATE UNIT      DESTINATION space      EXPORTING        is_action_item        = ls_action_item        it_routing_attributes = get_routing_attributes( )        iv_scenario_id        = lv_scenario_id.    COMMIT WORK.

3.4 Function Module

The function module only calls the push logic of the standard. In addition, a potential occuring ICI exception is catched and in those cases the background task is restarted again.

*|----------------------------------------------------------------------
 *| Variables   DATA: lv_user_id TYPE string,         lv_item_id TYPE string.
 *| Referencen   DATA: lo_action TYPE REF TO cl_erms_action.
 *|----------------------------------------------------------------------
 *|-- Create routing instance   lv_user_id = sy-uname.   CREATE OBJECT lo_action     EXPORTING       userid = lv_user_id.
 *|-- SOAP Request   TRY.       CALL METHOD lo_action->route         EXPORTING           item_data          = is_action_item           routing_attributes = it_routing_attributes           scenario_id        = iv_scenario_id         IMPORTING           action_item_id     = lv_item_id.     CATCH cx_crm_ici_exception           cx_root.       "In terms of a failure the task is restarted       CALL FUNCTION 'RESTART_OF_BACKGROUNDTASK'.       EXIT.   ENDTRY.

4 Summary

In situation where the CTI middelware is fighting with connection problems the SOAP requests are still not lost. The queuing mechanism is standard and so are the monitoring processes, respectively.

Do you know how to find which Web Browsers are supported by SAP CRM Interaction Center?
Do you know if Google Chrome and Safari are supported by IC WebUI or not?

The answer is that Google Chrome and Safari are not supported by SAP CRM Interaction Center. The functions of the CRM Interaction Center are not released for these two browsers. (This Functional restrictions apply to all CRM versions, CRM7.0, CRM7.0 Ehp1, CRM7.0 Ehp2, CRM7.0 Ehp3) So if you encounter some issues when running CRM Interaction Center on Google Chrome or Safari browsers, please use Microsoft Internet Explorer instead.

Now we come to the question how to find which Web Browsers are supported by SAP CRM Interaction Center? Actually, you can find all relevant information in
PAM (Product Availability Matrix) on SAP Service Market. As an example, you can refer to following steps about how to find in PAM which browsers are supported by Interaction Center of SAP CRM7.0 Ehp2.

How to search supported Web Browsers in PAM:

1.Logon Support portal of SAP Service Market Place, then go to Release, Upgrade&Maintenance Info -> Product Availability Matrix -> click button "Enter the Product Availability Matrix".

2.You can search the CRM version by search engine on right top, then select your CRM Version, here as an example we select CRM7.0 Ehp2.

3.Under tab "Technical Release Information" we select "Web Browser Platforms", then you can see the supported Web Browsers By CRM WebUI on the left side. In order to check whether the Web browsers are also supported by CRM Interaction Center or not, you need to select the browser you're concerning about, then click on button "Display" under field "Additional Information". For example, we select Google Chrome and click display for more detail information. Then we check all information on the popup, the CRM specific information is always recorded on this detail popup. On the popup, we will find relevant Note 1600364.

4.Click the hyperlink of Note 1600364, we can see the detail of this note that the functions of the CRM Interaction Center are not released for Safari and Google Chrome.

As you can see above, Safari and Google Chrome are not supported by CRM Interaction Center of CRM 7.0 EHP2. We can also find the same for CRM Interaction Center of CRM7.0, CRM7.0 Ehp1, CRM7.0 Ehp3 by the same steps. Following are the relevant screenshots.

IC WebUI of CRM 7.0：

Chrome is generally not supported for CRM 7.0 according to PAM. You can find Chrome isn't in "Web Browser" on left side.

Note：1114557 - SAP CRM 2007, CRM 7.0 Internet Browser Compatibility

      =》The functions of the CRM Interaction Center are not released for SAFARI browsers.

IC WebUI of CRM 7.0 EHP1：

Chrome is generally not supported for CRM 7.0 according to PAM. You can find Chrome isn't in "Web Browser" on left side.

Note：1430376 - Browser Compatibility of SAP CRM 7.0 Innovations 2010

      =》The functions of the CRM Interaction Center are not released for SAFARI browsers.

IC WebUI of CRM 7.0 EHP3:

Note：1876371 - Browser compatibility of SAP CRM 7.0 EhP3

      => Functional restrictions for Safari and Google Chrome:

         The functions of the CRM Interaction Center are not released for these two browsers.

As we checked in PAM, now we can see Safari and Google Chrome are not supported by CRM Interaction Center. Running CRM Interaction Center on Google Chrome and Safari browsers would encounter potential functional issues, and also technical session handling issues. So if you encounter some issues when running CRM Interaction Center on Google Chrome or Safari browsers, please use Microsoft Internet Explorer instead.

Note:
Don't refer to this blog for the supported Browsers for IC WebUI. You need to always check PAM and relevant SAP Notes for the latest update.

Best Regards,

Bruce

You are using CRM Interaction Center with channel integration( setup your CRM system with CTI/CMS - Computer Telefony Integration / Communication Management System). You didn't log off the first IC WebClient session, then on your next login you will be prompted with following 3 options(see screenshot below):

Select Communication Channels Session

Welcome [Your IC Agent name]

You currently have an IC WebClient session open with communication channel services active. Communication channel services can only be active in one session. Select one of the following to continue.

Activate communication channel services in this session and end communication channel services in the first session

Keep communication channel services active in the first session and continue this session without communication channel services

Cancel this session. Keep communication channel services active in the first session

1. Where to control this Communication Channels Session during logon

Actually this is controlled by sessionManager.html of ICCMP_CCS. If you don't want this standard behavior, then a modification of the places in following screenshot need to be considered which is not recommended by SAP.

1-1.First, Event handler OnInitialization of BSP application ICCMP_CCS -> sessionManager.htm will check if you currently have an IC WebClient session open with communication channel services active or not.

If yes(you currently have an IC WebClient session open with communication channel services active), then system will retrieve the option texts of communication channels session and display this 3 options for you to choose.

Then according to your selection of this 3 options, event handler OnInputProcessing will decide which session you will be log in or log out.

2. possible cause if this Communication Channels Session selection view is wrongly displayed.

2-1. This view can be also displayed if the CTI session was not correctly closed in the last IC session. Please make sure you have ended your last sesion by using "Log off". Please make sure no errors and problems from CTI side. You can take an ICI trace and httpwatch trace to analyze further.

2-2. You can consider following notes which will resolved the issue that the session is not logged off correctly.

1614722 - CRM-IC: no logoff from CMS (CTI)

1775765 - CRM-IC: no logoff from CTI after pressing the logoff button

1977820 - Cannot Login after a successful Logoff

1988999 - Logo does not appear

Best Regards,

Bruce

When supporting CRM Interaction Center in Product Support, I have seen that sometimes agents are not aware that they have already reached the maximum number of sessions.

Maybe you have at some point observed similar issues where new inbound communications like phone calls have been re-routed because agents have opened too many sessions and your IC agents were not aware that they have reached the maximal number of sessions? Without the right parameter settings from SAP Note 1597836, exceeding maximum backend sessions could also lead to session lost information on CRM IC.

If yes, I am really happy to tell you that SAP Note 2187140 available for CRM 7.0 EHP1 and higher can help you here. It introduces two new parameters which ensures better transparency for IC agent about session usage.

Using business role parameter,

• BM_ON_MAX: you can ensure that IC agents are informed via Broadcast messaging that they reached the maximum number of sessions
• NOT_READY_ON_MAX: you can achieve a switch from Ready to Not Ready workmode, so the communication management system is informed and will not route inbound communication to the IC agent

This is just one improvement you can benefit from. There are many other improvements like New icon to more easily close sessions Ensure that a new multissioning tab is opened for every inbound communication Making new sessions faster accessible Switching faster between multisessiong tabs.

Check KBA 2330336 for an summary of these new great features.