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CRM: Contact Center Simulator SetupStephen Johannes

Business CardPosted on May. 21, 2008 06:40 AM in CRM

Introduction

You have just been asked to give a demo of the CRM IC webclient and need to setup the contact center simulator with your CRM system. You havelooked at the standard documentation and realized there are some "gaps". We will go through this process to eliminate those gaps. We will focus moreon how to put the configuration steps together, rather than how to perform each step.

Prerequisites

Your CRM 52/2007 system should be a dual-stack installation. This means you have a SAP Java installation available. You will also need full J2EE adminrights on your CRM java stack and access to SM59 plus the IC webclient customizing steps. We assume you understand basic CRM IC webclientconfiguration.

Reference Materials

The following SAP standard help documentation will give you a better understanding of some of the steps we perform below:

ICI - Overview SAP Help -

http://help.sap.com/saphelp_nw04s/helpdata/en/46/0aaa44abb314dce10000000a155369/frameset.htm

Security Guide BCB/ICI SAP Help -

http://help.sap.com/saphelp_nw70/helpdata/EN/9c/8688408bc0bb4de10000000a1550b0/frameset.htm

Configuration Procedure

Step 1: Turn on the nodes in SICF on the CRM ABAP stack

I mention this step first as it is not in the standard documentation and was the root of my pain during my initial setup. In order for the CCS simulator towork the following ICF nodes must be activated:

/default_host/sap/bc/soap/ici

/default_host/sap/bc/soap/ICI_CCS

Step 2: Define the Simulator destination in SM59

You will create a new HTTP destination type G that has the following properties:

Target Host: java stack app server FQDN

Service No: java stack HTTP port

Path Prefix: /bcb/ccsdispatcher

Step 3: Setup the communication profile in CRM ABAP

The IMG path: CRM->IC Webclient->Basic Functions->Communication Channels->Define Communication Management Software Profiles

You can call your new sytem ZCCS - Contact Center Simulator

Step 4: Setup the communication system in CRM ABAP

Setup the system in transaction CRMM_BCB_ADM - which can be accessed via the SAP MENU in IC - IC WebClient->Administration->CommunicationManagement Software->Interface Settings

Call the system ZCCS - use the connection name that you defined in Step 2

In transaction CRMM_IC_MCM_CCADMX

Setup the system name, channels and queues



Step 5: Assign the communication system to the communication profile in CRM ABAP

In CRMM_IC_MCM_CCLNK link the ZCCS system to the ZCCS profile. This is also access via the SAP MENU: IC->IC WebClient->Administration->Communication Management Software->Assign Profiles

Step 6: Copy the standard IC_AGENT business role to ZIC_AGENT business role

In the IMG go to the path CRM->Business Roles->Define Busines Role

Step 7: Assign the communication profile to ZIC_AGENT business role

In the IMG go the path CRM->Business Roles->Define Business Role

Choose the ZIC_AGENT and the view cluster node: Assign Function Profile. Maintain the entry under that node called CONTACTCENTER to be setup asZCCS

Step 8: Assign the ZIC_AGENT business role to a test user.

The simple option is to set the parameter id CRM_UI_PROFILE in SU3 for your test user.

Step 9: Verify and Test the CCS software on the CRM java stack

Use the url http://<javahost>:<javaport>/bcb to test the BCB configuration to the CCS software



Step 10: Login to the CCS as an admin

Use the url http://<javahost>:<javaport>/ccsui to view the admin console of the CCS

Step 11: Login to CRM IC webclient

Use the url http://<abaphost>:<abapport>/sap/crm_logon

Step 12: Set agent status to ready in IC webclient

Once you have set the ready status in the IC webclient you should be able to see the agent listed as ready in the CCS admin console. This overview canbe found by selecting the link under Agents: Simulation Information.

Step 13: Simulate inbound call using CCS

To simulate the call after the agent is ready we go first to the Home Link of the CCS admin console and then click on the "Telephony Info" link. We thensee a paragraph explaining how to start a call to the agent by clicking on a link.



We now put in the number that will be calling in the +number format. We also need to select the agent's phone number from the list below. Once thathas been done we hit the Call agent button.

If this works we will see the phone number popup on the agent's screen in the IC Webclient.

Conclusion

We now have setup the simulator and now can show our users how "phone-pops" with the CRM IC webclient would work.

Stephen Johannes is a CRM analyst in the midwestern United States.

Any other key tips that I may have missed from your experience setting up the CCS.Comment on this weblog

Showing messages 1 through 22 of 22.

Titles Only Main Topics Oldest First

Error while trying call agent

2011-08-21 23:53:32 Madhu Thiurnahari Business Card [Reply]

Hi Experts,

I had done all the settings for running simulator, it worked fine for the first time, but when i trying to run the call (Telephony Demo Page)for the next

time it is through an error message" Please specify all parameters". Can anyone help me out in this regard.

Unable to assign telephone, Email, chat


Hi,

First of all, thanks for sharing information. I am facing problem in this "CRMM_IC_MCM_CCADMX" transaction. I am unable to assign Telephone, Email

and chat. Can you please help me out in this regard.

Regards,

Madhu

'Ready' -Radio Button is greyed out!?!?!

2011-03-01 09:43:27 Nils Deusch Business Card [Reply]

In our constellation it is not possible to logon to the BCM system in the background, because the 'Ready'-Radio-Button is greyed out!

Any idea what the reason for this could be?

Thnaks in advance!

Nils

'Ready' -Radio Button is greyed out!?!?!




Hi,

their is a drop down option as "Not ready", change the status and you will be able to get the radio button and then you need select the radio

button as "ready".

Regards,

madhu

CCS Abap

2010-07-22 08:08:53 FILIPPO AMBROSINI Business Card [Reply]

Hi Stephen,

I would ask you if there is a CCS abap. Sometimes our clients does not install the Java Stack, so I would know if a CSS abap exist.

As I know, I found a ICI_CCSUI bsp apllication

, but it's not supported. Do you have more details on that?

Kind regards,

Filippo

Java installation

2009-12-21 01:07:55 Johanna Zuercher Business Card [Reply]

Hello Stephen,

your blog is extremely helpful. For my customer, however, this might fail already in the prerequisites:

You write "Your CRM 52/2007 system should be a dual-stack installation. This means you have a SAP Java installation available."

my question is: The customer does not have a dual-stack installation on his CRM (7.0) system. However, he has SAP Java installation on the BI

system. Is there any way to use this, or is it a must that the JAva installation is on the CRM system?

Thanks for your additional comment.

Johanna

Java installation

2009-12-21 06:16:49 Stephen Johannes Business Card [Reply]

Johanna,

For CRM 7.0 it means you need the CRM java components installed on an SAP J2EE engine in order to use the engine from what I understand.

I'm not sure if those components can be installed on the BW 7.0 J2EE stack. It's an interesting question and I will forward it on to someone who

might know or have a better idea.

Take care,

Stephen

SAPphone

2009-07-14 20:30:19 Ho Wei Siong Business Card [Reply]

Stephen,

Great post! I have a question - is CCSUI able to simulate SAPphone instead of ICI?

Thanks in advance.

HWS

SAPphone


I'm not sure honestly if this would work at all. You probably should post a question in the interaction center forum to get a better chance of a

response.

https://forums.sdn.sap.com/forum.jspa?forumID=243&start=0

Take care,



Stephen

Thanks in advance for all this information.

2008-12-17 12:20:45 Exequiel Lopez Business Card [Reply]

Stephen,

Thanks in advance for all this information.

I really appreciate you for all this info, was amazing usefull for me.

Best Regards.

Exequiel

Nice Work

2008-10-07 16:05:37 Vijay Musigumpala Business Card [Reply]

Stephen,

I really appreciate for taking time and explaining the config steps.

Thanks,

Vijay Kumar M

CRM 2007

2008-06-20 04:52:55 Daniel Rabas Business Card [Reply]

Hi Stephen,

thanks for great post!

I just want to add that if anybody want to set it up in CRM 2007 than he have to use in:

step 4 - transaction CRMM_BCB_ADM

step 5 - transaction CRMM_IC_MCM_CCLNK

Have a nice day!

CRM 2007


Daniel,

You actually caught my typos in those steps. The transaction codes are valid for both CRM 52 and CRM 2007. I went ahead and updated this

blog with the correct t-codes and added the menu paths for those steps.

Thank you for letting me know about those errors.

Take care,

Stephen

CRM 2007

2008-06-23 02:03:59 Daniel Rabas Business Card [Reply]

Hi Stephen,

your post really saved my time. To make it perfect and whole, you can also add into your post, that when simulating calls all incoming

numbers MUST start with +1.

So to simulate - create new BP with phone number +1 111222333 - after that automatic identification will work even outside USA ;)

Best regards,

Daniel Rabas

Perfect blog

2008-06-10 05:15:09 Vivek Shukla Business Card [Reply]



Great work.. here..it gives us complete clarity into simulator set up.

Thank You,

Regards,

Vivek

Perfect blog

2008-06-10 05:15:07 Vivek Shukla Business Card [Reply]

Great work.. here..it gives us complete clarity into simulator set up.

Thank You,

Regards,

Vivek

Nice Blog

2008-05-21 10:42:10 Robin Dua Business Card [Reply]

Thanks Stephen for the same. Would be great if we can have a similar blog on BCM integration too :).

Nice Blog

2008-05-27 08:41:14 Kimberly Davis Business Card [Reply]

Excellent Blog. Thanks very much for the time spent in creating your entry.

I'll see if we can get some BCM stuff on here.

Thank you.

Kimberly Davis

Interaction Center Product Management

[email protected]

Nice Blog


Thank you. I haven't seen BCM in person myself, so I would also enjoy if someone else who knew more about BCM would post one.

Take care,

Stephen

Excellent Blog - Have few questions

2009-01-21 14:52:29 Elayaperumal Ganapathy Business Card [Reply]

Hi Stephen,

This is an excellent blog!

Have few questions.

1. What is the ICI version used in this case? is it 6.20?

2. What is the screenpop data sent as part of this simulation, Just the ANI? Can we send someother attached data for screenpop using the

simulator?

3. While connecting to the third party adapter, how would you map query field with the KVP or attached data to get the screenpop (I mean

how would you make the expression for a custom field query instead of the ANI query).

4. Generally screen will pop before you accept the call? or after accepting the call?

Thanks in advance!!

Regards,

Elaya



1. The ICI version according to the simulator is 3.00.64507 on Netweaver 7.0



1. The ICI version according to the simulator is 3.00.64507 on Netweaver 7.0

2. You can send either just the ANI in basic mode or in expert mode add attached data

3. The point of the simulator is that you don't need to connect to a third party adaptor. You might want to post this question on the CRM

IC forum for more details.

4. Screen pops with the ANI and possible match before accepting the call, from what I remember in the simulator.

Take care,

Stephen


2011-02-01 03:36:02 Nadh R Business Card [Reply]

Hi Stephen,

I really appreciate your contribution. This blog is very much useful.

Could you please also update, how this setup has to done for CRM 7.0. Since CRM 7.0 is not a dual stack instaliation.

Kind regards

Nadh

Showing messages 1 through 22 of 22.



