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Transfer a pushed email to a queue in IC
The Interaction Center offers an abundance of possibilities for communicating with consumers, and most of it works very well, straight out of the box.When we implemented CRM 7.02 together with SAP BCM...
View ArticleNew Functionality for Interaction Center with SAP CRM 7.0 Enhancement Package 2
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...
View ArticleNew Functionality for Interaction Center with SAP CRM 7.0 Enhancement Package 3
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...
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CRM Interaction Center - Interactive Scripting
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,...
View ArticleERMS Configuration Guides and Documentation
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...
View ArticleNews for CRM IC: new SAP Note 2204431 improves timeout behavior in CRM...
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...
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Queuing mechanism for E-Mail push scenarios
1 RequirementThe 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...
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How to find which Web Browsers are supported by SAP CRM Interaction Center?
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...
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Where controlled Communication Channels Session during logon
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...
View ArticleCRM IC News: Improve usability for Multisessioning scenario
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...
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