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SAP AG

CIC Cookbook
Release 4.64

SAP Utilities SAP Media

Copyright
Copyright 2001 SAP AG. All rights reserved. No part of this documentation may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. SAP reserves the right to change the information contained in this document without prior notice.

Contents:
1 Introduction .................................................................................................................... 5 2 Structure of the Customer Interaction Center (CIC).................................................... 5
2.1 Framework ...................................................................................................................................................6 2.2 Components ................................................................................................................................................7 2.2.1 Selecting Visible Components..................................................................................................................7 2.2.2 Selecting Invisible Components ...............................................................................................................8 2.3 Component Profiles ....................................................................................................................................9 2.4 CIC Profile ..................................................................................................................................................10 2.4.1 Defining CIC Profiles ..............................................................................................................................10 2.4.2 Assigning CIC Profiles............................................................................................................................10

3 Component Configuration........................................................................................... 11
3.1 Data Search ...............................................................................................................................................12 3.1.1 Data Search in IS-U................................................................................................................................12 3.1.2 Data Search in IS-M ...............................................................................................................................12 3.2 Application Area and Navigation Area....................................................................................................13 3.2.1 Functions in the Application Area...........................................................................................................14 3.2.2 Functions in the Navigation Area ...........................................................................................................22 3.3 Action Box .................................................................................................................................................24 3.4 Toolbars (GUI Status, Active Functions) ................................................................................................24 3.4.1 User-Defined GUI Status........................................................................................................................25 3.5 Selection Function in IS-U........................................................................................................................25 3.6 Autocall Component in IS-U.....................................................................................................................26 3.7 Configuring the CTI Component .............................................................................................................26 3.8 Maintaining the Call Center Profile .........................................................................................................27 3.9 Other Activities..........................................................................................................................................27

4 Front Office Processes in IS-U.................................................................................... 27


4.1 Defining Front Office Processes .............................................................................................................28 4.2 Defining Front Office Editor Steps ..........................................................................................................29

5 Customer-Specific System Modifications for the CIC............................................... 30 6 Administrative Settings ............................................................................................... 30

7 HTML Templates .......................................................................................................... 30


7.1 Prerequisites .............................................................................................................................................30 7.2 Setting Up Services ..................................................................................................................................31 7.2.1 Setting Up Services Using SAP@Web Studio .......................................................................................31 7.2.2 Setting Up Services Using the Object Navigator (SE80) .......................................................................31 7.3 Creating Your Own HTML Templates......................................................................................................32 7.4 URL Structure............................................................................................................................................32 7.5 Template Structure ...................................................................................................................................33 7.6 Debugging Functions ...............................................................................................................................33 7.7 ewhv_functions .........................................................................................................................................33 7.8 Sample Templates.....................................................................................................................................34 7.8.1 EXAMPLE1.html.....................................................................................................................................34 7.8.2 EXAMPLE2.html.....................................................................................................................................35

1 Introduction
The Customer Interaction Center (CIC) is the working interface used by agents who have direct contact with customers. The CIC is fully integrated into the SAP System for the industry solutions SAP Utilities and SAP Media. All standard and customer-specific business processes can be called up in the CIC. The CIC interface can be customized to fit any companys various business areas and processes, and the components it uses. The CIC can be connected to external telephone systems and subsequently used as a call center. Callers can be identified by their telephone numbers (Automatic Number Identification: ANI). The CIC provides the agents with call center functions such as telephone consulting, transfer, queue logins and logouts, call processing for both ingoing and outgoing calls using a function bar or Quick Keys. The customers call status is displayed, as is the number they dialed (Dialed Number Identification: DNIS). The CIC can display information (all relevant customer data) in HTML-based format. You can access the Internet, marketplaces, business-to-business scenarios, and the intranet and receive e-mails and fax documents. EMBED The CIC for the industry solutions SAP Utilities and SAP Media contains a number of functions that are not not included in the R/3 standard CIC. This cookbook describes these additional functions in detail. The R/3 standard functions are described in detail in the SAP Library under Logistics Customer Service (CS) CS Customer Interaction Customer Interaction Center

2 Structure of the Customer Interaction Center (CIC)


The structure of the Customer Interaction Center resembles an assembly system that enables every enterprise to meet their particular requirements for the user interface. You can also configure the CIC differently for different groups of agents. This section explains the principles and elements of the assembly system. These are the starting point for implementing a new Customer Interaction Center or adapting an existing one. The CIC assembly system is based on a framework architecture. The most significant elements of this assembly system, that is, of the framework architecture, are as follows: The framework You use the framework to define which components you want to use in the CIC and how they should be structured. You can define several frameworks. The components Functions used in the CIC are provided as components. The component profiles The set of characteristics for each component is called the component profile. Here you can specify, for example, which processes can be called in the action box. You can define several component profiles for each component. The CIC profiles In the CIC profile you can assign component profiles to the components selected in the framework. You then assign the CIC profiles to the appropriate employees.

You can use the CIC either with or without a telephony connection. The graphic shows the structure of a system with a telephony connection.

Telephone system

CTI Middleware

IVR

R/3
CIC SAPphone Internet Mail Fax

Applications (IS-U, CS, SD)


Optional use

SAPconnect

2.1 Framework
A framework serves as a placeholder for the screen structure. When you define a new framework, you determine which functions (components) you need, and how they should be structured. You can structure components in the framework without modifying anything in the system. Components that have already been shipped can be changed or not included at all. The framework provides a structure for all the components that you can use in the CIC. Defining a framework (framework ID) is the same as providing a screen on which you can select various functions for agents in various screen areas. One framework can provide several views of a screen, only the components (screen areas) have the same structure. The framework enables interaction between the selected components by dividing the system functions into visible (on-screen presentation) and invisible (background processing) components and by using an event mechanism. Use the followingis path to customize the front office framework: SAP Utilities: SAP Utilities Customer Service Customer Interaction Center Maintain Front Office Framework ID and Parameters EMBED This activity summarizes the three R/3 standard activities under Customer service Customer Interaction Center Defining the Front Office Framework (creating a framework, selecting visible components, selecting invisible components) into one common interface. SAP Media: Customer Service Customer Interaction Center Define Front Office Framework First select a screen layout for the framework. Your selection of a layout determines the basic screen layout for the CIC. You have various selection options: Screen with six horizontal screen areas Screen divided into L-shape (large), number 8101 Screen divided into L-shape (small), number 8100 Screen with two tab pages in a vertical relationship, number 7100 (IS-M only)

For the L-shape screens, the slots are structured as follows:

Slot 1 Business partner search

Slot 2 Telephone

Slot 4 Action box

Slot 5 Navigation area

Slot 6 Application area

Slot 3 not used Slot 7 not used


Your choice of screen layouts will depend on the companys requirements and which Release you are using. SAP Utilities: The L-shaped screen structures are only available from Release 4.61; the screen layout containing the slots displayed one above the other is available from Release 4.51. SAP Media: The Customer Interaction Center with the L-shaped screen structures is available from Release 4.63. The classic screen structure (slots arranged vertically) and a screen that is divided into two tab pages in a vertical relationship have been available since Release 4.61.

2.2 Components
The functions that are used in the CIC and that can therefore be called in one of the screen areas (slots) are called components. We differentiate between visible and invisible components. A visible component is mapped as a subscreen in one of the seven screen areas or slots. An invisible component provides background functionality that does not require its own screen area.

2.2.1 Selecting Visible Components


You can determine the content of some of the slots in the framework yourself by assigning components. Some components can only be used in horizontal frameworks, while others can only be used for L-shaped frameworks. The functions of the individual components complement each other and the components themselves are sized specially for specific slots in the framework. When you are assigning visible components to the slots in your framework, use the possible entries help whenever possible to select components and variants. The choice of components that can be selected depends on the screen layout you are using. If you are using the framework with the six horizontal slots, then you can assign the following visible components to any slot: ACTION_BOX: Calls started, displayed as a table

ABOX_SLIM: Calls started, displayed as pushbutton bar with drop-down menus BD_DISPLAY: object repository (for example, various documents) CALL_STATE: Display of current business partner (if telephone integration is available) CCONT: Component container to enable you to include more components ISUFINDER: IS-U search criteria (IS-U only) QUICK_KEYS: Function keys SCRIPT_DISP: Reminder scripting display SOL_SEARCH: Entry screen for solution database APPL_AREA: Standard application area for HTML configuration calls that are started in the action box. ISM_CCON: Component container (IS-M) ISMAM_ORDERLIST: Order overview IS-M Advertising Management ISMSD_ORDERLIST: Order overview IS-M Media Sales and Distribution ISM_NOTE: Notes for forwarding in IS-M ISM_SCRIPT: Scripting texts in IS-M ISM_TEXTS: Business partner texts in IS-M

If you are using an L-shaped framework, you do not have a free choice of the components and their arrangement. You can assign the components as follows: Slot 1: ISUSDPART: Business partner identification in IS-U CSEARCH_DISP: Business partner identification in IS-M Slot 2 and 4: ABOX_SLIM, CALL_STATE, QUICK_KEYS Slot 5: NAV_AREA: Navigation area Slot 6: APPL_AREA_2: Application area

You can use several special components simultaneously in the navigation and application areas in slots 5 and 6. You make these settings in Customizing under Maintain Standard Settings for Navigation and Application Areas (see section 3.2). Slots 3 and 7 are not part of the standard. However, you can use one of these slots, for example, to integrate the solution database. For more information on the solution database, look in the IMG under Customer Service Solution Database.

2.2.2 Selecting Invisible Components


There are three types of invisible components: 1. Independent components AUTOCALL (automatic action) CALLBACK (calls back) CIC_TOOLBAR (tool and menu bar), mandatory if the CIC_TOOLBAR2 is not used. CIC_TOOLBAR2 (tool and menu bar), only for use if you need your own functions and function key settings HLOG (logging)

2. Components without which certain visible components will not work CTI (telephone integration) for CALL_STATE

HIDDEN SCRPT (scripting) for SCRIPT_DISP ISM_HSCRIPT (scripting, IS-M only)

3. Components that can be used in combination with visible components BD_MARK (selection function) with BD_DISPLAY CALLCTR (Call Center) with CALL_STATE

If you are not using telephone integration, you do not need the components CALL_STATE , SCRIPT_DISP, HIDDEN SCRPT, CALLCTR and CTI. SAP Utilities: The components CSEARCH_DISP and CSEARCH_HIDE are not used in IS-U. We also no longer recommend use of the component HTML-based customer overview (CUST_OVIEW) because of its effect on system performance.

2.3 Component Profiles


The set of characteristics for a component is defined in the component profile. EMBED For example, in the profile for the action box, ACTION_BOX_CONFIGURATION, you determine which activities the action box contains. You define the availability of the action box in the CIC by selecting the component ACTION_BOX. You need profiles for most visible and invisible components. See the table below for a summary of the most important assignments to standard profiles:

Visible component (technical name) ACTION_BOX ABOX_SLIM CCONT CSEARCH_DISP QUICK_KEYS SCRIPT_DISP BD_DISPLAY CALL_STATE SOL_SEARCH APPL_AREA_2 NAV_AREA ISM_CCONT

Component profile required (profile types) ACTION_BOX_CONFIGURATION and/or ACTION_BOX_CONFIGURATION_SLIM COMPCONT_PROF CONTACT_SEARCH_CONFIGURATION QUICK_KEYS_CONFIGURATION SCRIPT_PROFILE No profile required No profile required No profile required DEFAULT_WORKSPACES DEFAULT_WORKSPACES ISM_COMPCONT_PROF

Invisible component (technical name) CALLBACK

Component profile required (profile types) CALLBACK_ASSIGN_QUEUE_PROFILE, CALLBACK_CONFIGURATION, CALLBACK_PROCESS_QUEUE_PROFILE

CALLCTR CIC_TOOLBAR CIC_TOOLBAR2 CTI HLOG HIDDEN_SCRPT HIDDEN_ABOX ISM_HSCRIPT ISM_HSEARCH

CALL_CENTER_COMP_CONFIGURATION TBAR_PROF TBAR2_PROF CTIADM_PROF, CTIQA_PROF ACTIVITY_LOGGING_PROFILE No profile required No profile required No profile required No profile required

Section 3 explains how to define individual component profiles.

2.4 CIC Profile


2.4.1 Defining CIC Profiles
The customer interaction profile (CIC profile) is the collective profile containing all the settings made for individual components within a framework. You can create a CIC profile using the customizing menu path Customer service Customer Interaction Center (CIC) CIC Profile. Carry out the following steps: 1. First define the CIC profile ID. This ID is used to assign the CIC profile to an agent or group of agents 2. Then assign a valid framework ID to the CIC profile ID 3. Then select component profiles as attributes of the CIC profile. These component profiles have been assigned in the framework as visible or invisible components

2.4.2 Assigning CIC Profiles


Once you have created the CIC profiles, assign them to groups of agents. In order to assign the CIC profile to users, you need the HR-PD organizational structure. The HR-PD organizational structure maps your company as a hierarchical structure with organizational units, positions, jobs and their holders. You can assign user names or personnel numbers to positions. One user can hold several positions in various organizations, for example, one user may be a member of both the sales and service departments.

EMBEDYou can find the complete documentation for Organizational Management in the SAP Library under Human Resources Personnel Management Organizational Management This section describes how to assign a CIC profile to a user if you have already created an organizational structure for your company. To get to the organizational structure, choose transaction PPOMW or Logistics Customer Service Customer Interaction Center Administration CIC Structure Organizational Structure Change in the SAP Easy Access Menu. You can assign a CIC profile on the following levels: Organizational unit Position

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Job

To do this, proceed as follows: 1. Call up the organizational unit, job or position to which you would like to assign the CIC profile 2. Choose Goto Detail object Enhanced object description 3. Scroll down through the list of infotype names and choose CIC Profile. You can use an infotype to describe or define various attributes or characteristics for objects. 4. Choose Create infotype or Change infotype. 5. In the next screen, click on the CIC profile ID field and press F4. A list of the CIC profiles available in Customizing is displayed. 6. Select the CIC profile required from the F4 list and choose Save.

EMBEDProfile 00000001 is defined as the default profile. This ensures that users who are not assigned to an organizational unit, position, or job, can still call up the CIC. If your user name is assigned to several organizational units or positions with different CIC profiles, when you call the CIC a window will appear for you to select one of these profiles. If a CIC profile on a lower level does not contain component profiles for all components in the framework, then the system will search higher levels of the organizational structure for another CIC profile with the same framework and take the additional profiles from there. This is useful if you are assigning specific components to new employees or if you want to get standard default settings if Customizing on the lower levels is not comprehensive.

EMBEDFor example, a new agent does not need so many calls in the action box, whereas another agent requires change functionality as well as the information display. In this situation, you can use the same framework for both, with the same components, but with different component profiles stored in the CIC profile. The requirements can easily be met by creating an additional component profile that only contains the profile of the relevant component and assigning this profile to a lower level (for example, position).

EMBEDYou cannot use several identical components with different component profiles within one framework. In other words, each component can only be used once within any one framework.

EMBEDIn the CIC, you can display the framework used through the CIC profile with Agent Framework status.

3 Component Configuration
This unit describes in detail the individual components and their component profiles, and the customizing settings that you need to make for these components.

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3.1 Data Search


Working in the CIC generally requires you to first identify business partners (as well as other data objects in IS-U) using data such as name, address, and so on.

3.1.1 Data Search in IS-U


Two visible components are available for data searches in IS-U, that is, for identifying data objects. Neither of these components requires a profile. ISUFINDER (IS-U Datafinder) The ISUFINDER component can only be used in conjunction with a framework with horizontal slots. This is because the data search is always related to the other components used and is integrated into the flow logic. The ISUFINDER is a general search function that can search for different kinds of data objects within IS-U (for example, contract accounts, contracts, devices, and so on). The data objects found can then be passed to the other components. When defining the action box, you can therefore access data found by the ISUFINDER (see section 3.3). ISUSDPART (Business partner search in IS-U) The ISUSDPART component is specifically intended for use with the L-shaped framework. This is a specialized search function that searches exclusively for ISU/SD business partners. We recommend that once you have run a business partner search, you immediately call up the customer environment so that you can display the relevant subordinate data objects there and process them further if necessary.

EMBEDIf you would like to change the search or display fields for the data search, then you can use the SAP enhancement ECSFO001 for the ISUFINDER component. To change the ISUSDPART component, see Note 369458 (customer enhancements for the CIC component ISUSDPART).

3.1.2 Data Search in IS-M


You can use the visible component CSEARCH_DISP to search for business partners in IS-M. This requires the profile type CONTACT_SEARCH_CONFIGURATION. You can use the component both with the L-shaped framework and with the classic framework (slots arranged vertically). The component CSEARCH_DISP is used to identify business partners. The business partner can be determined using a variety of search criteria such as name, city and document number. Once a business partner has been identified, their data environment is determined automatically and made available for further processing. In the profile for profile type CONTACT_SEARCH_CONFIGURATION, a function module is used to define which search subscreen is used. L-shaped layout: Classic layout: ISM_CIC_SEARCH_CREATE_SMALL ISM_CIC_SEARCH_CREATE

The function module also determines how the search is performed: When data is entered manually on the search subscreen When searching using the data related to a telephone call Search category 'ANI' for searches using the caller number Search category 'IVR' for searches using IVR data

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3.2 Application Area and Navigation Area


The components available for the L-shaped framework include the following: Navigation area (NAV_AREA) Application area (APPL_AREA_2)

These areas are a kind of container for applications that you can use in the CIC with an L-shaped framework. To use these areas you must create corresponding profiles, as described in this section. Once you have created the profiles, add the NAV_AREA and APPL_AREA_2 components to your framework/CIC profile as described in the sections above. You can also assign components to the application and navigation areas. The special feature of these two areas is that each screen area can be subdivided into a maximum of 10 tab pages. Every assigned application can then easily be accessed by clicking on one of the tab pages. This layout also gives users a good overview of what is available on the screen. You can find the settings for the application and navigation areas in the IMG under SAP Utilities: SAP Utilities Customer Service Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas. SAP Media: SAP Media Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas. In this activity you can define which components are loaded in the application and navigation areas when the CIC is started. You can fill the 10 tab pages of the application and navigation areas with the following content: HTML configurations such as account overview or account balance maintenance (for IS-U) and IAC customer overview (for IS-U and IS-M) Special components that are available for use in the application and navigation areas. These include the business data display, contact processing, customer overview, data environment and order overviews.

EMBEDAlways use the input help to select the HTML configurations, components and their profiles (if required) that you want to use. Invalid entries will not be rejected, but may lead to unexpected system behavior at runtime.

EMBEDUse the business data display component in the navigation area; it is required for the action box calls. Only use the contact processing component in the application area. HTML pages, among other things, are displayed in the application area. You start these pages in the action box or in the data environment of the navigation area. These could be HTML pages from the Internet/intranet, from the file system or the SAP Web Repository. If you call several HTML pages, then a separate tab page is created for every HTML page called. You can also call up an HTML page from another HTML page that is already in the application area. To do this, however, you must adapt the HTML page accordingly. You can find instructions on how to do this in section 7.

EMBEDYou include the definition of the application and navigation areas as a profile of component profile type DEFAULT_WORKSPACES in your CIC profiles. You must also include the components Application Area (APPL_AREA_2) and Navigation Area (NAV_AREA) in your framework.

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EMBEDIf you have forgotten to assign the application area component to your current framework, the HTML page will be displayed in the browser control of a repositionable dialog box. Some of the components that you can use in the application and navigation areas require special customizing. The procedure is described in sections 3.2.1 to 3.2.6.

3.2.1 Functions in the Application Area


3.2.1.1 Maintaining the HTML Configuration of the Application Area If you want to use HTML configurations in the application area, you need to make certain settings in the IMG under Customer Service Customer Interaction Center Component Configuration Application Area Maintain HTML Configuration for Application Area. In this activity you can configure the HTML pages that are executed in the application area. In the HTML configuration, you need to enter the name of the configuration, an explanatory text and the source of the HTML page (URL or path in the file system). If you want to pass parameters to the HTML page when it is started, then you must maintain them as external parameters. A URL with external parameters has the following format: <URL address> <Separator1> <ArgName1> "=" <Value1>[< Separator 2>[<ArgName1> "=" <Value1>]]

EMBEDA URL may look like this: http://server1/ABoxCalls/CustomerRequest.html?Customer=0000815&SD_Bel=00000000000 2305 In this example, <Separator1> has the value '?' and <Separator2> has the value '&'. <Separator1> separates the URL address from the argument block. <Separator2> separates the pairs consisting of argument name and argument value. Since different pages can use different separators for argument processing, these values can be configured. SAP recommends that you use the separators '?' and '&', since the ITS (Internet Transaction Server) requires these characters. You can start other HTML pages, workflows, action box calls and front office processes (in IS-U) from an HTML page that you have called up (= internal call). To do this, enter the configuration description required in the Configuration field. If you want to start a transaction from an HTML page, you first need to define a configuration profile in the activity Define Configuration Profile for Transactions from HTML and create a configuration (see section 3.2.1.1.1). You also need to define which parameters should be made available for internal calls. You can maintain these parameters with the internal parameters for the first HTML page called. You choose a description for the external and internal parameters that corresponds to the parameters that are expected in the URL for the HTML page. You also need to enter an explanatory text and the screen element for the parameters: Import parameters are imported into the HTML page. Export parameters can be passed back to the object repository when the page is closed. This does not work, however, if you close the page by deleting it.

Next you need to establish the editing sequence. This determines in which part of the parameter dialog the parameter appears. For external parameters, you can also define the parameter as mandatory. You can use the following transactions to maintain the data flow for both internal and external parameters: For external parameters: the activities Define Configuration Profiles for Action Box or Define Data Environments for the Navigation Area (sections 3.3 and 3.2.2.1)

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For internal parameters: the transaction Define Configuration Profile for Transactions from HTML (section 3.2.1.1.1)

When an HTML page is called, the external parameters can be filled with values from the object repository. If the objects required are not in the object repository, a dialog is started in which you can manually enter the external parameters required. HTML pages that are called internally can only receive parameters from the HTML page called up. You can assign Web objects to an HTML page. You first need to create these objects using the R/3 transaction Web Development Web Repository (SMW0). If you enter several objects, the first object must be an HTML page. The objects are passed to the page when it is called. You do not need to maintain parameters for Web objects. You can find more detailed information in the online help for this transaction. Finally, define which functions are to be enabled on the tab page by activating the buttons provided (stop, navigation, refresh and delete buttons). If you do not activate the delete button, you will not be able to close the tab page. The Customer overview (CUSTINFO) component is also an HTML configuration. It is always called when a business partner is identified. When customizing this HTML configuration, ensure that you do the following: Assign editing sequence 1 to the external parameter that is to be filled with the object type ISUPARTNER (this Customizing setting is not required for IS-M) Assign editing sequence 2 to the external parameter to be filled with the key (current business partner number).

Choose names for the parameters that match the names expected by the HTML page called up. You can additionally define another HTML configuration that is always displayed if no business partner is currently identified. The name of this HTML configuration is made up of the name of the customer overview HTML configuration with the suffix _INIT.

3.2.1.1.1 Maintaining the Configuration Profile for Transactions Started from HTML Once you have called up an HTML page, you can then start other HTML pages, workflows, front office processes (IS-U only) and so on from there (see section 3.2.1). You can maintain the configuration profile for these transactions using the path Customer Service Customer Interaction Center Component Configuration Application Area Define Configuration Profile for Transactions from HTML. Once you have entered the name, create the individual groups, and then create transactions within the groups. These transactions can have the types HTML operation, workflow, method, and so on. Then you need to configure the data flow for each transaction. The maintenance interface for creating groups and transactions corresponds to the maintenance interface for creating an action box configuration (see section 3.3)

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Defining an HTML Customer Overview

IS-U Customer Overview


Business partner Business partner

Premise

Contract account

Contract account

Premise

Utility contract

Utility contract

Utility installation

Utility installation

Device Print document Account information level 1 IM Account balances IM Budget billing plan 1 IM Budget billing plan 2 IM Budget billing plan 3 IM Credit history IM Customer payments IM Dunning items IM Paid items Customer contact Service order Service notification Sales order Customer quotation

Device Print document Account information level 1 IM Account balances IM Budget billing plan 1 IM Budget billing plan 2 IM Budget billing plan 3 IM Credit history IM Customer payments IM Dunning items IM Paid items Customer contact Service order Service notification Sales order Customer quotation

Graphic 1 Hierarchy node if you select the first according to contract account structure. The PARTNER HTML data selection is based on this structure

Graphic 2 Hierarchy node if you select the first according to premise structure. The ACCOUNT HTML data selection is based on this structure

You can use the IMG activity SAP Utilities Customer Service Customer Interaction Center Define HTML Customer Overview to customize the HTML customer overview in IS-U. This activity enables you to edit the HTML data selection (view) for customer information. The HTML data selection specifies which levels (nodes) and which data should be displayed from the maximum data pool on the

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levels available. The above graphics 1 and 2 give a hierarchical representation of the nodes. The nodes whose attributes are used in the templates are selected. When you are selecting your structure, you can define the order in which the nodes Contract account and Premise appear. The only possible orders are first according to contract account or first according to premise. If you want to display fields from a hierarchy node, you must carry out the following steps: 1. Activate the Display Active field in the Characteristics box

EMBEDYou must choose the display type Display objects in the Characteristics box for certain nodes. You can also specify the maximum number of objects that can be created and their maximum age for certain objects. 2. Activate fields as required in the Presentation box (tab title: Activate field). You can also suppress the display of certain attributes (tab title: Suppress field). This can be useful if you do not want to display all attributes for a given node. If no attributes are selected for an object, then all attributes for that object are automatically active.

EMBEDThe function module field is not yet in use. You can also select a CB (Cluster Builder) profile for the node Acct info. level 1. In this profile, you can enter the list category and the line layout for the underlying account balance display. The standard profile here is ACC_HTML. This profile contains the list category CIC_HTML and the line layout CIC for the account balance display. You can maintain the CB profile for the account balance display using Financial Accounting Contract Accounts Receivable and Payable Basic Functions Account Balance Display Define Settings for Account Balance Display in Front Office.

EMBEDYou can also limit the attributes displayed using the line layout, although the Presentation box will still show that all attributes will be displayed.

EMBEDYou must set all data objects that you do not want to be displayed to inactive for performance reasons. In order to use the HTML customer overview, you now need to set up a service on the ITS (see section 7).

EMBEDYou can integrate the HTML customer overview, for example into the application area in the CIC. To do this, in Customizing, select SAP Utilities Customer Service Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas and include the component CUSTINFO. Then create, in Customizing, a configuration for the CUSTINFO component using Customer Service Customer Interaction Center Component Configuration Application Area Maintain HTML Configuration for Application Area (see section 3.2.1).

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IS-M Customer Overview You make the Customizing settings for the HTML customer overview in IS-M under SAP Media Customer Interaction Center (CIC) Define HTML Customer Overview. You can edit the HTML data selection (view) for customer information in this step. The HTML data selection determines which levels (nodes) and data from the maximum list of available levels are to be displayed. The nodes are displayed hierarchically in the following diagrams.

Overview Graphic of IS-M Customer Overview

Business partner

IS-M

IS-M/AM

IS-M/SD

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Detailed View of IS-M Customer Overview The nodes with attributes used in the standard templates are marked.

IS-M
Business partner Sales area Bank data Credit cards

IS-M/AM
Business partner M/AM order Order item

IS-M/SD
Business partner M/SD order Order item Ad spec

Sched. line Contact person Product Product Agency Contact person Advertiser Sales agent Customer contact Item CRM contact CAS contact Receivables charge-off Item Ad spec Billg dataset Complaint Contract Billing document Item Media mix contract Order billing doc.

Limited item Complaint Sub-item Limited sub-item Complaint Billing docs for item M/SD billing doc. M/SD complaint M/SD shipping order Complaint

To display fields from a hierarchy node, please proceed as follows: 1. Choose the desired structure. 2. Choose the data objects in the structure that you want to display. Deactivate data objects that you do not want to use. 3. Activate the attributes you want to use in your HTML template for each object type. To do this, select the Selection field.

If you do not activate any attributes, all the attributes of the object type are active automatically. Instead of activating individual attributes on the first tab page, you can also use the second tab page and deactivate individual attributes. The Function module field is not used at present.

You can restrict display of the data objects to certain sales area groups or to a sales organization, distribution channel and division for some nodes.

You must choose the display type Display objects in the Characteristics box for certain nodes. You can also specify the maximum number of objects that can be created and their maximum age for certain objects.

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You should deactivate data objects that you do not want to display for performance reasons. To use the HTML customer overview in IS-M, you must first set up a service on the ITS (see section 7.2)

Before you can use the HTML customer overview, you must integrate the component CUSTINFO in the CIC application area. To do this, choose SAP Media Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas in the Implementation Guide. You must also create a configuration for this component CUSTINFO under Customer Service Customer Interaction Center Component Configuration Application Area Maintain HTML Configuration for Application Area (see section 3.2.1) 3.2.1.2 The Workflow Inbox You can use the Workflow Inbox to integrate the SAP Business Workplace Workflow inbox into the CIC application area. You maintain the profile for the Workflow Inbox (WF_INBOX) component in Customizing as follows: SAP Utilities: SAP Utilities Customer Service Customer Interaction Center Establish Settings for Workflow Inbox Component SAP Media: SAP Media Customer Interaction Center Workflow Inbox Component Settings for Workflow Inbox Component You also need to include the WF_INBOX component with the profile you have just maintained on a tab page in the application area. You can enter the profile name and an explanatory text on the Workflow Inbox Profile level of the view cluster. On the Task filter level, you can enter tasks of your choice (single-step or multistep tasks) or groups of tasks as filters. If you do this, then only work items whose underlying tasks correspond to these criteria will be displayed in the Inbox. If you do not maintain the filter settings, then all work items that are displayed in the general SAP Business Workplace Workflow Inbox will also be displayed here.

EMBEDTask group TG20500002 (for IS-U) and task group TG26000001 (for IS-M) contain all the tasks supplied by SAP that are intended for use in the CIC.

EMBEDUsers can in any case only see work items that they have authorization to process. The task filter is simply intended as a supplementary way of limiting these work items. Inbound documents (for example, e-mails) or customer requests for callbacks can also be displayed in the Workflow Inbox. You can make the relevant settings in the IMG: SAP Utilities: SAP Utilities Customer Service Customer Interaction Center Define Process for Inbound Documents or Define Process for Customer Callbacks. SAP Media: SAP Media Customer Interaction Center Workflow Inbox Component Define Process for Inbound Documents or Define Process for Customer Callbacks. The activities required are described in detail in the IMG. 3.2.1.3 Defining Control Data for Web GUI Calls The Internet Transaction Server (ITS) is used to call up Action Box calls (methods, workflows and in IS-U front office calls) in the application area in the CIC instead of in full-screen mode. Calls are only called up in the application area if the Run in application area if possible field is checked on call level in the action box profile.

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You can maintain the basic address (URL) of the ITS for the current logical system in Customizing as follows: SAP Utilities: SAP Utilities Customer Service Customer Interaction Center Define Control Data for Web GUI Calls SAP Media: SAP Media Customer Interaction Center Define Control Data for Web GUI Calls The ITS must be able to use the EWB_WEBGUI service. You can enter various user-specific ITS addresses and/or a default value without specifying a user name. You can deactivate the inplace calls either temporarily or for specific users as required using the field Suppress inplce (suppress inplace).

EMBEDIf you do not maintain an ITS basic address then the calls are automatically called up in full-screen mode. 3.2.1.4 Recording Customer Contacts You can use the component customer contract recording to create a customer contact, for example, for a current call. You can access the contact for maintenance by confirming the caller (business partner). When you do this, default values are copied from a contact profile and the caller is copied as the contact partner. Before you can use customer contact recording, you must assign the Contact maintenance component, CONTACT_MAINTENANCE, in the IMG under SAP Utilities: SAP Utilities Customer Service Customer Interaction Center Maintain Standard Settings for the Navigation and Application Areas

SAP Media: SAP Media Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas. Contact maintenance should only be assigned to the application area. You can define default values for contact recording in Customizing under Financial Accounting Contract Accounts Receivable and Payable Business Transactions Customer Contacts Define Configurations. You can record the defined configuration for the program context CL_ISU_CONTACT_WORKSPACE======CP 0001 in the IMG step Define Configuration Determination. 3.2.1.5 Business Partner Texts in IS-M You can use this component to display business partner texts. Before you can use the business partner texts, you must maintain the component ISMAM_TEXTS in the IMG step SAP Media Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas. 3.2.1.6 Forwarding Notes in IS-M This component is used to create, display and forward notes. Before you can use the notes, you must maintain the component ISM_NOTES in the IMG step SAP Media Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas. 3.2.1.7 Ad Item Entry in IS-M Advertising Management You can use this component to record simple ad items using fast access in the application area. Before you can use ad item entry (component ISMAM_ORDER), you must create a profile in Customizing under SAP Media Customer Interaction Center Make Settings for Ad Item Entry Component. Maintain a meaningful short and long text and default values for item entry in this IMG step. The default values include: Sales area

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Order type If applicable, indicator Ad spec editor active in CIC (see 3.2.2.3)

Before you can use ad item entry, you must define the component ISMAM_ORDER in the IMG step SAP Media Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas.

The component ISMAM_ORDER should only be assigned to the application area. 3.2.1.8 Order Overviews in IS-M The Advertising Management component ISMAM_ORDERLIST provides you with an overview of M/AM order items. Similarly, the component ISMSD_ORDERLIST provides an overview of M/SD order items for Media Sales and Distribution. In addition to these two order overviews, the components contain a variety of processing functions, such as canceling and creating items. Before you can use the order overviews, you must create a profile in the relevant IMG step: SAP Media Customer Interaction Center Make Settings for M/AM Order Overview Component or SAP Media Customer Interaction Center Define Settings for the M/SD Order Overview Component You must assign a meaningful short and long text and define other settings, for example, for selection criteria and variant maintenance. Before you can use the order overviews, you must define the component ISMAM_ORDERLIST or ISMSD_ORDERLIST in the IMG step SAP Media Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas.

You should only assign the components to the application area.

3.2.2 Functions in the Navigation Area


3.2.2.1 Define Data Environment You define your own data environments for the CIC navigation area in Customizing. SAP Utilities: SAP Utilities Customer Service Customer Interaction Center Define Data Environments for the Navigation Area SAP Media: SAP Media Customer Interaction Center Define Data Environments for the Navigation Area You can use the data environments defined here in the navigation area of the L-shaped CIC framework. Alternatively, you can integrate the data environments in the application area for the CIC. You have the following options in profile maintenance: Choose the structure you want to use for the data environment. Predefined structures are available for selection. Choose the object types you want to display. Define additional selection parameters, such as the maximum number or maximum age of the objects to be selected (for example, customer contacts) for each object type. Maintain the presentation default, which determines the attributes that are to be displayed for an object type. SAP delivers default presentations for most object types and you can use and change these.

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Choose Maintain action profile on the initial screen of the activity to access maintenance of the action profile that is linked to your data environment. You specify here which transactions can be accessed by a double click or via the context menu (accessed by clicking the right mouse button) during processing. The maintenance interface for the action profile is the same as that for creating an action box configuration. For further information, see 3.3 The action groups are generated automatically in your action profile and correspond to the object types displayed in the data environment assigned. The following objects can be used for the data flow to be defined: <*NODEOBJECT*>: object selected during runtime <*ROOTOBJECT*>: business partner at runtime

SAP delivers a number of examples, which you can use or copy. Use the customer name range X*, Y* and Z* when doing this. Then add your data environment to one of the components NAV_AREA (navigation area) or APPL_AREA (application area) in the IMG step Maintain Standard Settings for Navigation and Application Areas by assigning the component NAV_VIEW and the profile of your data environment. 3.2.2.2 Contact History You can use the Contact History component to display the last contacts for an agent. You can use selection criteria defined in Customizing to display certain contacts only. You define these criteria in the IMG step SAP Utilities: SAP Utilities Customer Service Customer Interaction Center Define Settings for Contact History

SAP Media: SAP Media Customer Interaction Center Make Settings for Contact History Component. Define a profile name and an explanatory text. You can determine whether or not the name of the user who created the contracts can be changed for selection. The other criteria are used to restrict the list of contracts displayed.

You should define simple criteria to ensure good performance. Before you can use the contact history, you must define the component CONT_HIST and the relevant profile in the IMG step SAP Media Customer Interaction Center Maintain Standard Settings for Navigation and Application Areas. 3.2.2.3 Ad Spec Editor in IS-M Advertising Management You can use the ad spec editor to design ad specs for a M/AM item created using ad item entry. You can also display ad specs for M/AM items selected from the order overview. You can integrate editors in the navigation area, which can be reproduced on an HTML page, for example, as Java applets. You create the profile for the component Ad Spec Editor, ISMAM_EDITOR, in the IMG step SAP Media Customer Interaction Center Make Settings for Ad Spec Editor Component. Maintain a meaningful short and long text. You should also record a URL in the profile, that is used to call up the editor. To activate the ad spec editor, add the component ISMAM_EDITOR with its profile to a tab page in the navigation area in the IMG step Maintain Standard Settings for Navigation and Application Areas. You must also make the following Customizing settings: The indicator Ad spec editor active in CIC must be selected in the IMG step SAP Media Customer Interaction Center Make Settings for Ad Spec Editor Component.

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You must define a technical system for ad design in the CIC in the IMG step SAP Media Advertising Management Connection of Media Technical Systems Assign Ad Order Entry System. You must assign a destination for the technical system under SAP Media Advertising Management Connection of Media Technical Systems Assign RFC Destination.

Action Box
The action box or activity bar (component ACTION_BOX and ABOX_SLIM) enables access to R/3 functionality. Users can start calls from here. You can create the calls and functions that you want to make available in the action box in the IMG activity Customer Service Customer Interaction Center (CIC) Component Configuration Action Box Settings Define Configuration Profiles for Action Box. You can call all required data overviews, transactions and processes in the action box. You need to group these calls into transaction groups in Customizing. A call could, for example, be a method, a workflow, a front office process (IS-U only) or an HTML operation. You can define as many transaction groups as you like, each containing as many calls as you need. You define the descriptions and icons for each transaction group in Customizing. You also need to define the data flow from the CIC to the calls. The calls can, for example, use the current business partner data, data objects from the Business Data Display or constants that you have defined. Naturally you also have the option of entering missing data at the start of a call in a parameter screen. You can find a detailed description of how to customize the action box in the SAP Library under Logistics Customer Service (CS) CS Customer Interaction Customer Interaction Center

EMBEDYou can also start calls in the CIC navigation area (see section 3.2.2.1)

EMBEDOnce you have created the action box configuration profile, include it in your CIC profiles using the component profile type ACTION_BOX_CONFIGURATION_SLIM or ACTION_BOX_CONFIGURATION. Also include the component ABOX_SLIM or ACTION_BOX in the framework you are using.

3.4 Toolbars (GUI Status, Active Functions)


You must use the toolbar component CIC_TOOLBAR for both the L-shaped CIC and the horizontally structured CIC. This component determines the CICs GUI status and enables you to deactivate certain functions in the function bar. You can create your toolbar profile in the IMG activity Customer Service Customer Interaction Center (CIC) Component Configuration Toolbars (GUI Status, Active Functions). This section enables you to set toolbar features. You have two IMG activities at your disposal: 1. Define Toolbars and GUI Status You assign a GUI status to the toolbar profile that you define here. This GUI status determines the menu bar, the function keys and pushbuttons, and the active functions. GUI statuses are provided by SAP. Currently available: PFS100 with telephony integration (CTI) PFS300 - without telephony integration

There are no other GUI statuses currently available.

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2. Deactivate Function Codes in Toolbars You can use this activity to deactivate function keys for individual profiles. This is particularly useful if you do not want to include one or more functions in specific profiles.

EMBEDInclude the toolbar profile in your CIC profiles using the component profile type TBAR_PROF. You also need to include the CIC_TOOLBAR component in your framework.

3.4.1 User-Defined GUI Status


You can use a user-defined GUI status. This allows you to make function key settings without having to define an action box call. You create the individual GUI status by copying a status from function group SAPLEE_CIC_TOOLBAR to the customer enhancement function group SAPLXEECICTOOLBAR. You can change the copied status in this function group. You store the profile with the user-defined GUI status in Customizing as follows: SAP Utilities: Use transaction SM30 and table EECICTOOLBAR to make settings. IMG node to follow. SAP Media: SAP Media Customer Interaction Center Define Standard Toolbars and UserDefined GUI Status.

You assign the profile with the user-defined GUI status to profile type TBAR2_PROF in the IMG step Customer Service Customer Interaction Center CIC Profile Maintain CIC Profile. You assign the component CIC_TOOLBAR2 in the IMG step Customer Service Customer Interaction Center Definition of Front Office Framework Assignment of Hidden Components to Framework IDs. If you use the component CIC_TOOLBAR2, you should no longer use the component CIC_TOOLBAR.

3.5 Selection Function in IS-U


In the CIC for the industry component SAP Utilities, the business objects involved in a process can be placed in the object repository once the process is complete. You can use the selection function to determine which objects in the list (for example, business partner, contract account and so on) should be sorted in ascending order or selected automatically. This enables you start another process for the relevant object from the object repository, without having to reenter the data object. The selection function is considered an invisible component as it does not require its own screen area. You can create a profile for the component Selection Function (BD_MARK) in the IMG activity SAP Utilities Customer Service Customer Interaction Center Define Selection Function. In this activity, you define the relevant business object for display and sorting for each configuration (CIC profile). You must not change the entries supplied. You may use the following namespaces: 9*, X*, Y*, Z* (customer namespaces). Since you can only use the selection function together with the object repository (the objects to be selected are in the object repository), you must first activate the BusinessDataDisplay (BDD) component in CIC Customizing.

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EMBEDYou must include the selection function profile in your CIC profiles using the component profile type BD_MARK_PROF. You also need to include the BD_MARK component in your framework.

3.6 Autocall Component in IS-U


You can use the (invisible) autocall component to configure the Customer Interaction Center (CIC) in the industry component SAP Utilities in such a way that at certain points in time, for example, when a customer is identified or a telephone call is received, automatic calls are triggered from the action box. You can also make the start of these action box calls dependent on the content of the Business Data Display (object repository) if required.

EMBEDYou would like the customer overview to be displayed automatically once the business partner has been identified in the CIC.

EMBEDYou can only use the autocall component with the horizontal CIC, not with the Lshaped CIC. In the L-shaped CIC, the customer environment and customer overview are in any case displayed automatically on identification. The new component reacts to activities named in the log component or in the scripting component. If an activity is named in the CIC and the autocall component contains a call start for this activity, then the autocall component evaluates the conditions stored with the call start against elements from the Business Data Display (object repository) and, if the conditions are fulfilled, starts the corresponding calls from the current action box configuration. In order to map the above example using the autocall component, execute the IMG activity SAP Utilities Customer Service Customer Interaction Center Define Autocall Component. Define the autocall component profile required using a key of your choice. Then go to the activities. Enter the key ISUPARTNER_ID (business partner identified) in the field Act. code. Enter the value OP as the call code for the action box. The value OP links to the customer overview method. Once you have done this, you have therefore linked the activity and the call.

EMBEDYou must include the autocall component profile in your CIC profiles using the component profile type AUTOCALL_PROFILE. You also need to include the invisible component AUTOCALL in your framework.

3.7 Configuring the CTI Component


The CTI component is the central component that administers the data interchange and the consistency between the CIC functions and SAPphone APIs to the telephone system (CTI). The CTI component is therefore notified of all processor sessions and all telephone operations from the application. The component runs in the background and does not contain any visible elements or screens. You can make the necessary settings in the IMG node Customer Service Customer Interaction Center (CIC) Component Configuration Configuration of CTI Component. There are two activities at your disposal here: Maintain Profile of CTI Component Here you can define the ID and configure parameters for the CTI component (telephone connection).

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For example, you can determine the behavior of the login and logout processes when the front office transaction is called, from full automation right through to a manual procedure. Assign Telephone Queues to CTI Profiles Here you can define a CTI profile and assign queues/telephone numbers to this profile. Processors can then log on to these queues when they call up the front office.

EMBEDYou must include the CTI component profile in your CIC profiles using the component profile type CTIADMI_PROF or CTIQA_PROF. You also need to include the CTI component in your framework.

3.8 Maintaining the Call Center Profile


The call center component also runs in the background of the framework and compares information for incoming and outgoing call processes. This component forms a bridge between CTI and the rest of the application. This component carries out various tasks, for example, identifying the caller using the callers number (Automatic Number Identification or ANI). The data retrieved on the customer contact is displayed for the processor. The fields for the number dialed (Dialed Number Identification Service: DNIS) and the DNIS description are also filled with relevant information. You can customize the call center component so that caller identification includes ANI, data on the call and certain function calls. If automatic caller identification is not possible, the processor needs to start a contact search using the search and display functions for contact data. You can make the necessary settings for this component using the IMG node Customer Service Customer Interaction Center (CIC) Component Configuration Maintain Call Center Profile.

3.9 Other Activities


You can find information on further CIC activities, such as Quick Keys or callback settings, in the IMG or in the SAP Library under Logistics Customer Service (CS) CS Customer Interaction Customer Interaction Center

4 Front Office Processes in IS-U


The front office process in the industry component SAP Utilities enables you to include R/3 functionality in a predefined process. The front office process was developed with the aim of enabling the mapping of those business processes in the system that a processor can work through from the front office/CIC. It differs from a workflow in that processors do not receive work items in their inboxes, but rather can call up activities to be executed directly on their screens. You can execute front office processes from the CIC action box or from the navigation area data environment. Customizing front office processes allows you integrate complex business processes in the IS-U system in the front office/CIC. This section describes in more detail exactly how to customize these processes.

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4.1 Defining Front Office Processes


A front office process consists of one or more process steps that can in turn consist of processes. To create a front office process, execute the following IMG activity: SAP Utilities Customer Service Customer Interaction Center Define Front Office Processes. A front office process basically consists of the following two components: The process container One or more process steps

You can define both components in Customizing: The process container contains all data that is used or processed within the front office process. First define all the container elements required for your process. To do this, position the cursor on the Process container line and choose Edit Create container element. You will get a dialog box in which you can determine whether the container element contains a reference to an ABAP Dictionary field, or whether it is a business object. In the parameter characteristics, you can determine whether the container element is an import parameter or an export parameter: Import parameter This means that the value is provided externally (usually by the CIC). Export parameter Once the process is complete, the value can be passed back to the calling instance (usually the CIC).

If you check the Mandatory field, then data must be imported for the process flow to work. The editing sequence defines the location of the field within the parameter dialog. The process steps represent the actual tasks carried out during the process. To create a new process step, position the cursor on the Process steps line and choose Edit Create step. You will get a dialog box in which you can determine which call is triggered when the step is executed: Business object method Workflow Front office subprocess (processes can also be nested) CATT test run Editor step (see the next section, Defining front office editor steps)

Every call, regardless of its category, has an interface, that is, possible import and export parameters that must either be filled with data from the process container or that must return values to the process container. To enable this, you must define a data flow for each step. To do this, position the cursor on the process step and choose Edit Data Flow. The data flow dialog consists of two sections. In the top half, you can specify the export data flow from the process container to the call interface (step container). All import parameters defined in the step interface are displayed on the left. Use the possible entries help on the right to view all process container elements. If the process container element category corresponds to the target element category in the step container, then the element has a green background. A dark green background means that the categories are identical, a light green background means that they are related. The same principles apply to the lower half of the screen, for the import data flow from the step container to the process container. You can use the possible entries help on the right (data source) to view all export parameters for the step container, while all process container elements are displayed on the left (target element).

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There is a predefined element, <*MAINOBJ*>, in the data flow that has a particular significance. If the call relates to an object method, then <*MAINOBJ*> always contains the object reference to which the method refers. For example, if you want to maintain business partner data in one step, then it would be appropriate to choose a call for the Edit method for the ISUPARTNER object category. The <*MAINOBJ*> element therefore has the ISUPARTNER category and must be filled with a corresponding value. You can recreate this example in the process in BPCHAN01 in default Customizing. This is also valid for export parameters. If, for example, the Create method creates an object first, then, in the import data flow, the newly created object will also be in the <*MAINOBJ*> element (see, for example, process BPCHAN05). <*MAINOBJ*> corresponds to the _WI_Object_Id element in a workflow task definition. You must not change the default entries provided by SAP. You may use the following namespaces: X*, Y*, Z* (customer namespaces). Check the default entries provided by SAP. You may find it helpful to copy the default entries or to add new front office processes.

EMBEDIn order to call up the front office process from the CIC, you must first integrate it into the action box. To do this, follow the procedure as described in section 3.3.

4.2 Defining Front Office Editor Steps


An editor step is generally part of a front office process, and it may also be part of a workflow. It represents a simple way of enabling users to input data during a process, without having to program a dialog specifically for that purpose. To create an editor step, execute the IMG activity SAP Utilities Customer Service Customer Interaction Center Define Front Office Editor Steps. This activity enables to you have a dialog generated on the basis of an interface that you define yourself. This interface consists of parameters that are defined in the same way as process container elements in the activity Define Front Office Processes. A dialog (a report with a corresponding screen) is generated based on this interface. This dialog enables the fields described in the interface to be processed. To define the interface, position the cursor on the line Editor parameter and choose Edit Create Parameters. You will get a dialog box in which you can determine whether the parameter refers to an ABAP Dictionary field, or whether it is a business object. In the parameter attribute section, you can see that all parameters are by default defined as import and export parameters. This, together with an appropriate data flow, enables you on the one hand to ensure that the field is always filled with a default value, and on the other to ensure that user entries are imported into your process container or workflow container. The attribute Mandatory defines the field as a required entry field. If you set the attribute Multiline, then the field appears on the screen as a table. The editing sequence defines the location of the field within the parameter dialog. Use the command Edit Generate screen to generate a report with a screen in a reserved namespace. You can specify the report name suffix and the screen number in the header information. Every time your editor step is saved, the report/screen is automatically regenerated. To view the dialog generated, choose Edit Test dialog. Check the default entries provided by SAP. You may find it helpful to copy the default entries or to add new front office editor steps. You must not change the default entries. You may use the customer namespaces: X*, Y*, Z*.

EMBEDTo use the editor step as a front office step, proceed as described in section 4.1 Defining Front Office Processes.

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5 Customer-Specific System Modifications for the CIC


Customers can implement specific modifications and enhancements that enable completely new components to be defined for use in the CIC, or new activities to be established for processors. You can make the relevant settings in the IMG under Customer Service Customer Interaction Center (CIC) Customer-Specific System Modifications for CIC. You can also find further documentation on system modifications there.

6 Administrative Settings
A range of settings that you do not make in Customizing is located at Logistics Customer Service Customer Interaction Center Administration. These settings include: Assigning user IDs to the HR-PD organizational structure (organizational unit, position or job), see section 2.4 Assigning CIC profiles to individual users or user groups, see section 2.4 SAPphone, work center and customer-specific settings Defining CTI queues Maintaining and assigning DNIS descriptions and scripting texts

You can evaluate profiles and logged data on call center, group and user levels under Customer Interaction Center Info system and use the results of these evaluations to optimize your business processes. You can also analyze contact histories for individual users.

7 HTML Templates
The standard way of representing customer information in the CIC (L-shaped framework) is using an HTML template. To use this template, you first need to set up a service as described in section 7.2REF. You also have the option of defining your own layouts in HTML templates. To do this, proceed as described in section 7.3REF.

7.1 Prerequisites
The following services must be available on the ITS if you want to use the HTML customer information: EWHV (layout templates) ISU_GLOBAL (HTML functions for reading node data: ewhv_functions.html, debugging functions: ewhv_debug.html and ewhv_debugfunctions.html) ITS system libraries
Business

You must use the latest ITS (4.6c) and the current HTML Library if you want the HTML customer overview view to be displayed correctly. IS-U Release 4.61 contains templates with a layout adjusted to match the restricted options available with the Release. However, you can (and should) always work with the current versions in addition to your R/3 IS-U System.

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7.2 Setting Up Services


In Release 4.61, you need to publish the services on your ITS using SAP@Web Studio. This means that the files required will be copied to the correct locations on the ITS server.

EMBEDAs of Release 4.62, you can also publish the services directly from the Object Navigator (transaction SE80). see 7.2.2.

7.2.1 Setting Up Services Using SAP@Web Studio


Procedure: 1. First check that you are connected to the R/3 System under Project/Site Definition. Use the online help if you have difficulties setting up the site definition.

Graphic 1 Example of how the Web server/ITS host can be defined in the Web Studio 2. Set up a new ITS project: EWHV or ISU_GLOBAL. 3. Connect to the R/3 System: Tools/Source Control/Connect to R/3 4. Right mouse click on the relevant service and choose Get from the context menu. 5. Select all files and click OK. 6. Choose the File View tab from the object selection list, right mouse click the service folder and choose Publish from the context menu.

7.2.2 Setting Up Services Using the Object Navigator (SE80)


Check the prerequisites: 1. Go to Utilities Settings, and, on the ITS tab, check that the Web server and targets for publishing are set correctly. Then proceed as follows: 1. Choose the category Internet Service from the object list selection 2. Enter the name of the service you want to create: EWHV or ISU_GLOBAL. 3. Right mouse click on the corresponding service. 4. Choose Publish Complete Service from the context menu. If errors occur during publishing to an ITS server, then the system displays an error log

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with the relevant message texts. If no errors occur, then the message The object was published successfully is displayed in the status bar. Please also consult the online documentation for SE80. To do this, in the Object Navigator, choose Help -> Application help -> Integration of Internet Services.

7.3 Creating Your Own HTML Templates


You have the option of creating your own view of your data by defining your own HTML templates. To use your own HTML templates, you need to set up a new template on the ITS that corresponds to the EWHV naming convention, that is, it must be called <viewname>.html. You can create this template using transaction HYPERLINK SE80.

EMBEDYou can also edit the template in the ITS file system using NT means, particularly as regards renaming the file in accordance with the naming conventions.

EMBEDHYPERLINKIf you are working with SAP@Web-Studio under 4.61, you do not need to check the template in to the R/3-System, as it is only used from the ITS server. However, if you do attempt to check the template in to the R/3-System, you will receive an error message, since the name does not adhere to the usual R/3-conventions. If you do for any reason need to check in a template, then rename it accordingly beforehand (naming convention: must begin with Z, not SAP). Do not, however, publish the template under this name (beginning with Z) on the ITS server, because the service only recognizes templates named in accordance with the naming convention SAPLEWHV_<viewname>.html.

7.4 URL Structure


The URL that you can use, among other things, to access the HTML customer information with a browser from outside the R/3 System, has the following structure: SAP Utilities:
http://<ITSURL>/<Servicename>/!?~okcode=+&view=<Profil>&objkey=<Partnernummer>&classid=isupartner

SAP Media: http://<ITSURL>/<Servicename>/!?~okcode=+&view=<Profil>&objkey=<Partnernummer>&classid =busism007 The placeholders marked by <> should be replaced with the following content:

<ITS-URL> <Servicename> <Profile> <Partnernumber>

URL of your companys ITS, for example, ITS1.company.com scrips/wgate/ewhv Name of the HTML data selection, for example, PARTNER Business partner number (always starting with zeros, where business partners are identified numerically), for example, 0000004711

The naming conventions have been adhered to for 4.62.

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You can also add &debug=1 or &debug=2 to this URL, if you want to use the debugging options described in section 7.6REF. We recommend that you use these debugging functions when creating your own templates so that you can get an overview of the objects and fields that can be displayed.

7.5 Template Structure


The main HTML customer information template is saplewhv_100.html. You load the libraries used in this template, make the debugging functions available and dynamically include the HTML template for the layout (VIEWNAME.html).

7.6 Debugging Functions


The HTML customer information templates provide two debugging modes. You activate these modes by adding the parameter debug=1 or debug=2 to the URL. Mode 1 displays an overview of the objects displayed with their (hierarchical) dependencies and the descriptions of the object categories and classes. Mode 2 displays an overview of the objects and the field attributes transported (content).

To activate debugging, add the parameter &debug=2 to your URL.

HYPERLINKYou can also use the debugging function with templates that you have created yourself. You must simply adhere to the convention as described in section 7.5REF.

7.7 ewhv_functions
A range of special HTML functions is provided in the file ewhv_funktions.html for the service ISU_GLOBAL to enable the data in the templates to be addressed. You will also need to be familiar with general HTML templates.
Business Business

functions if you want to create your own

Function object = root()

Description Returns the initial object with which the cluster builder starts. In the case of the HTML customer information, this object is Business partner. Example: `partner = root();`

value = attrib(obj, attr)

Returns the value (value) of the attribute (attr) of the object (obj). Example: `value=attrib(partner,"DESCRIPTION")` Returns the subobject with index (ind) for the object (obj). Example: child1 = child(partner, 1)

object = child( obj, ind )

num = child_dim( obj )

Returns the number (num) of subobjects of the object (obj). Example: num = child_dim(partner)

object = childoftype( obj, typeid, ind )

Returns the subobject (object) with type (typeid) and index (ind) for the object (obj). Example: acct = childoftype(partner, "ACCOUNT", 1)

num = childoftype_dim(obj, typeid ) object = father( obj )

Returns the number (num) of subobjects of type (typeid) for the object (obj). Returns the parent of the object (obj).

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Function id = typeid( obj ) clsid = classid( obj ) cls = class( obj ) object = ObjectOfClass( clsid, ind ) num = ObjectOfClass_Dim( clsid ) name = attrib_name( cls, ind )

Description Returns the type ID (typeid) for the object (obj). Returns the class ID (clsid) for the object (obj). Returns the class (cls) for the object (obj). Returns the object with the index (ind) of class ID (clsid). Returns the number of objects in a class Returns the attribute name with index (ind) of class (cls). (Only works when the metainfo parameter is set.) Returns the text of the attribute with index (ind) of class (cls). (Only works when the metainfo parameter is set.) Returns the number of attributes of class (cls). (Only works when the metainfo parameter is set.) Returns the key attributes with index (ind) of class (cls). (Only works when the metainfo parameter is set.) Returns the number of key attributes of class (cls). (Only works when the metainfo parameter is set.)

text = attrib_text( cls, ind )

num = attrib_dim( cls )

key_atr =class_key( cls, ind )

num = class_key_dim( cls )

There is a sample HTML template for the industry component SAP Utilities below. These examples illustrates how you can address objects and their data. The template is delivered as EXAMPLE1.html with the EWHV service, or you can enter it yourself using the example below. The HTML data selection EXAMPLE1 must be available in the IMG. You must ensure that you have selected first according to contract account for the structure selection and that you have activated the display for the business partner and the contract account. Do not select any fields under Presentation Business partner or Presentation Contract account so that all fields are available for display.

7.8 Sample Templates


7.8.1 EXAMPLE1.html
<!-- include ewhv_functions--> `include (~service="isu_global", ~language="", ~theme="99", ~name="ewhv_functions.html");` <!-- 1. set root object --> `partner = root();` <!-- display some root (partner) attributes (field-values) --> Name: `attrib(partner,"DESCRIPTION")`<br> Street: `attrib(partner,"STREET")`<br> <!-- evaluate class and classid of partner --> Partner `attrib(partner,"NAME1")` has class `class(partner)` and classid `classid( partner )`.<br> <!-- evaluate number of child objects --> Object partner has `child_dim( partner )` child object(s).<br> <!-- get first child with typeid ACCOUNT --> `acct = childoftype(partner, "ACCOUNT", 1)` <!-- loop over all child objects with typeid ACCOUNT --> `repeat with id from 1 to childoftype_dim(partner, "ACCOUNT")` `acct = childoftype(partner, "ACCOUNT", id)` `typeid(acct)`: `attrib(acct,"VKONT")`

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`end`

7.8.2 EXAMPLE2.html
The above example is extended below to explain the HTML layout functions. You can find documentation on these functions in SAPNet. http://mysap.wdf.sap-ag.de:2080/ - SAP Business HTML Cookbook.
<!-- Example2: Page Layout with SAP-Business-HTML-Templates --> <!-Example2 extends Example1 to illustrate the use of SAP layout templates --> <!-- include template library --> `include (~service="system", ~language="", ~theme="dm", ~name="templateLibrarydhtml.html");` <!-- include ewhv_functions--> `include (~service="isu_global", ~language="", ~theme="99", ~name="ewhv_functions.html");` <!-- put everything in a group box --> `SAP_TemplateGroupboxBegin(groupBoxLabel="Data Box", width="600")` <!-- 1. set root object --> `partner = root();` <!-- display some root (partner) attributes (field-values) --> Name: `attrib(partner,"DESCRIPTION")`<br> Street: `attrib(partner,"STREET")`<br> <!-- evaluate class and classid of partner --> Partner `attrib(partner,"NAME1")` has class `class(partner)` and classid `classid( partner )`.<br>
Business

<!-- evaluate number of child objects --> Object partner has `child_dim( partner )` child object(s).<br> <!-- get first child with typeid ACCOUNT --> `acct = childoftype(partner, "ACCOUNT", 1)` <!-- display account data in table --> `SAP_TemplateTableBegin(title="Accounts");` <!-- row with headings --> `SAP_TemplateTableRowBegin();` `SAP_TemplateTableCellBegin(subtype="TEXT")` TypeID `SAP_TemplateTableCellEnd();` `SAP_TemplateTableCellBegin(subtype="TEXT")` Account # `SAP_TemplateTableCellEnd();` `SAP_TemplateTableRowEnd();` <!-- loop over all child objects with typeid ACCOUNT --> `repeat with id from 1 to childoftype_dim(partner, "ACCOUNT")` `acct = childoftype(partner, "ACCOUNT", id)` <!-- row with account data --> `SAP_TemplateTableRowBegin(); SAP_TemplateTableCellBegin(subtype="NONEDIT1"); typeid(acct); SAP_TemplateTableCellEnd(); SAP_TemplateTableCellBegin(subtype="NONEDIT1"); attrib(acct,"VKONT"); SAP_TemplateTableCellEnd(); SAP_TemplateTableRowEnd();` `end` `SAP_TemplateTableEnd()` `SAP_TemplateGroupboxEnd()`

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