Implementation requirement for Interaction Center

[Former Member]

Hi,

We are working on SAP CRM 7.0 ehp1. I need to implement the functionalities of interaction center. Please let me know if any other SAP component needs to be installed to implement the Interaction center? In SAP CRM 7.0 ehp1, what functionalities of IC are inbuilt and can be implemented?

Thanks and regards,

Anshita

[Former Member]

Hello Anshita,

To have CRM Interaction Center runs smoothly, IC business role should be set up correctly. You can refer to KBA 1836437.

CRM IC also provide multisession functionality. You can have a look at KBA 1945312 and Note 1597836.

You can also have a look at SAP Note 2039600 which talks about the new feature of L-Shape.

Thanks and regards

Abby

[bruce_li]

Hi Anshita,

I think you also need to read following KBAs.

1836437 CRM IC: How to set up an IC Agent role - technical prerequisites from customizing

http://service.sap.com/sap/support/notes/1836437

2161942 CRM IC: How to Configure the Layout of an IC business role

http://service.sap.com/sap/support/notes/2161942

1954574         CRM IC problems in complex system landscapes (alerts, greyed out ready/not read

http://service.sap.com/sap/support/notes/1954574

2097237 Usage of IE11 for CRM Interaction Center

http://service.sap.com/sap/support/notes/2097237

Best Regards,

Bruce

[Former Member]

Hi Anshita

As per my comments on the other posting under this subject, I'd recommend taking a look at Best Practice Guide C78.

Also refer to the Quick Guide for CRM 7.0 EHP1, you should be able to find this on SAP Marketplace.

This guide indicates all of the dependancies for setting up CRM.

Your Basis Team should be running with the technical set-up of the system and should therefore know what they're doing in this regard.

When they handover the system to you it should be ready for you to configure the Interaction Center.

Regards

Arden

[Former Member]

thank you... we have the technical setup in SAPGUI. Is there something else that we require?

[Former Member]

Hi

You then need to configure the Interaction Center as per the Best Practice Guides

Regards

Arden

[corrine_guan]

Hello Anshita,

Not sure if it is first time that you use CRM interaction center, is it upgrade to ehp1? Or is it totally new for you?

Following link includes many information:

SAP Customer Relationship Management 7.0 – SAP Help Portal Page

If you are new, following document provides some introductions to interaction center:

http://scn.sap.com/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-intera...

http://scn.sap.com/community/crm/blog/2015/02/20/how-to-improve-your-sap-crm-interaction-center-supp...

http://scn.sap.com/community/crm/interaction-center/blog/2014/09/16/tracking-customer-interactions-a...

Also, regarding interaction center, there are many helpful documents:

http://scn.sap.com/community/crm/interaction-center/blog/2015/09/23/how-to-find-which-web-browsers-a...

...

Best Regards, Corrine

[Former Member]

this is totally new concept for my team. we are looking forward to implement IC