Call Simulator

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CRM: Contact Center Simulator Setup
Stephen Johannes
Business Card
Posted on Nay. 21, 2008 06:+0 AN in CRN
Introduction
You have just been asked to give a demo of the CRN !C webclient and need to setup the contact center simulator with your CRN system. You have
looked at the standard documentation and realized there are some "gaps". We will go through this process to eliminate those gaps. We will focus more
on how to put the configuration steps together, rather than how to perform each step.
Prerequisites
Your CRN 52f2007 system should be a dual-stack installation. This means you have a SAP Java installation available. You will also need full J2EE admin
rights on your CRN java stack and access to SN59 plus the !C webclient customizing steps. We assume you understand basic CRN !C webclient
configuration.
Reference Materials
The following SAP standard help documentation will give you a better understanding of some of the steps we perform below:
!C! - Overview SAP Help -
http:ffhelp.sap.comfsaphelp_nw0+sfhelpdatafenf+6f0aaa++abb31+dce10000000a155369fframeset.htm
Security Guide BCBf!C! SAP Help -
http:ffhelp.sap.comfsaphelp_nw70fhelpdatafENf9cf8688+08bc0bb+de10000000a1550b0fframeset.htm

Configuration Procedure
Step 1: Turn on the nodes in SICF on the CRM ABAP stack
! mention this step first as it is not in the standard documentation and was the root of my pain during my initial setup. !n order for the CCS simulator to
work the following !CF nodes must be activated:
fdefault_hostfsapfbcfsoapfici
fdefault_hostfsapfbcfsoapf!C!_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: fbcbfccsdispatcher
Step 3: Setup the communication profile in CRM ABAP
The !NG path: CRN->!C Webclient->Basic Functions->Communication Channels->Define Communication Nanagement Software Profiles
You can call your new sytem ZCCS - Contact Center Simulator
Step 4: Setup the communication sstem in CRM ABAP
Setup the system in transaction CRNN_BCB_ADN - which can be accessed via the SAP NENU in !C - !C WebClient->Administration->Communication
Nanagement Software->!nterface Settings
Call the system ZCCS - use the connection name that you defined in Step 2
!n transaction CRNN_!C_NCN_CCADNX
Setup the system name, channels and queues
Step 5: Assign the communication sstem to the communication profile in CRM ABAP
In CRMM_IC_MCM_CCLNK link the ZCCS sstem to the ZCCS profile. This is also access via the SAP MENU: IC->IC WebClient->Administration-
>Communication Management Software->Assign Profiles
Step 6: Cop 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 entr under that node called CONTACTCENTER to be setup as
ZCCS
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 our test user.
Step 9: Verif 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
Ue he l hp://<jaaho>:<jaapo>/cci o ie he admin conole of he CCS
Step 11: Login to CRM IC webclient
Ue he l hp://<abapho>:<abappo>/ap/cm_logon
Step 12: Set agent status to read in IC webclient
Once o hae e he ead a in he IC ebclien o hold be able o ee he agen lied a ead in he CCS admin conole. Thi oeie can
be fond b elecing he link nde Agen: Simlaion Infomaion.

Step 13: Simulate inbound call using CCS
To imlae he call afe he agen i ead e go fi o he Home Link of he CCS admin conole and hen click on he "Telephon Info" link. We hen
ee a paagaph eplaining ho o a a call o he agen b clicking on a link.
We no p in he nmbe ha ill be calling in he +nmbe foma. We alo need o elec he agen' phone nmbe fom he li belo. Once ha
ha been done e hi he Call agen bon.
If hi ok e ill ee he phone nmbe popp on he agen' ceen in he IC Webclien.
Conclusion
We no hae ep he imlao and no can ho o e ho "phone-pop" ih he CRM IC ebclien old ok.
Stephen Johannes is a CRM analst 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
Shoing meage 1 hogh 22 of 22.
Tile Onl Main Topic Olde Fi
Eo hile ing call agen
2011-08-21 23:53:32 Madh Thinahai Bine Cad [Repl]
Hi Epe,
I had done all he eing fo nning imlao, i oked fine fo he fi ime, b hen i ing o n he call (Telephon Demo Page)fo he ne
ime i i hogh an eo meage" Pleae pecif all paamee". Can anone help me o in hi egad.
Unable o aign elephone, Email, cha
2011-08-01 02:38:00 Madh Thinahai Bine Cad [Repl]
Hi,
Fi of all, hank fo haing infomaion. I am facing poblem in hi "CRMM_IC_MCM_CCADMX" anacion. I am nable o aign Telephone, Email
and cha. Can o pleae help me o in hi egad.
Regad,
Madh
'Read' -Radio Bon i geed o!?!?!
2011-03-01 09:43:27 Nil Dech Bine Cad [Repl]
In o conellaion i i no poible o logon o he BCM em in he backgond, becae he 'Read'-Radio-Bon i geed o!
An idea ha he eaon fo hi cold be?
Thnak in adance!
Nil
'Read' -Radio Bon i geed o!?!?!
2011-08-21 23:15:+6 Nadhu Thiurnahari Business Card [Reply|
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 F!L!PPO ANBROS!N! Business Card [Reply|
Hi Stephen,
! would ask you if there is a CCS abap. Sometimes our clients does not install the Java Stack, so ! would know if a CSS abap exist.
As ! know, ! found a !C!_CCSU! 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 CRN 52f2007 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 CRN (7.0) system. However, he has SAP Java installation on the B!
system. !s there any way to use this, or is it a must that the JAva installation is on the CRN system?
Thanks for your additional comment.
Johanna
Java installation
2009-12-21 06:16:+9 Stephen Johannes Business Card [Reply|
Johanna,
For CRN 7.0 it means you need the CRN java components installed on an SAP J2EE engine in order to use the engine from what ! understand.
!'m not sure if those components can be installed on the BW 7.0 J2EE stack. !t's an interesting question and ! will forward it on to someone who
might know or have a better idea.
Take care,
Stephen
SAPphone
2009-07-1+ 20:30:19 Ho Wei Siong Business Card [Reply|
Stephen,
Great post! ! have a question - is CCSU! able to simulate SAPphone instead of !C!?
Thanks in advance.
HWS
SAPphone
2009-07-17 06:+9:29 Stephen Johannes Business Card [Reply|
!'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:ffforums.sdn.sap.comfforum.jspa?forum!D=2+38start=0
Take care,
Stephen
Thanks in advance for all this information.
2008-12-17 12:20:+5 Exequiel Lopez Business Card [Reply|
Stephen,
Thanks in advance for all this information.
! really appreciate you for all this info, was amazing usefull for me.
Best Regards.
Exequiel
Nice Work
2008-10-07 16:05:37 vijay Nusigumpala Business Card [Reply|
Stephen,
! really appreciate for taking time and explaining the config steps.
Thanks,
vijay Kumar N
CRN 2007
2008-06-20 0+:52:55 Daniel Rabas Business Card [Reply|
Hi Stephen,
thanks for great post!
! just want to add that if anybody want to set it up in CRN 2007 than he have to use in:
step + - transaction CRNN_BCB_ADN
step 5 - transaction CRNN_!C_NCN_CCLNK
Have a nice day!
CRN 2007
2008-06-20 05:57:29 Stephen Johannes Business Card [Reply|
Daniel,
You actually caught my typos in those steps. The transaction codes are valid for both CRN 52 and CRN 2007. ! 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
CRN 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 NUST 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:+2:10 Robin Dua Business Card [Reply|
Thanks Stephen for the same. Would be great if we can have a similar blog on BCN integration too :).
Nice Blog
2008-05-27 08:+1:1+ Kimberly Davis Business Card [Reply|
Excellent Blog. Thanks very much for the time spent in creating your entry.
!'ll see if we can get some BCN stuff on here.
Thank you.
Kimberly Davis
!nteraction Center Product Nanagement
kimberly.davis@sap.com
Nice Blog
Thank you. ! haven't seen BCN in person myself, so ! would also enjoy if someone else who knew more about BCN would post one.
Take care,
Stephen
Excellent Blog - Have few questions
2009-01-21 1+:52:29 Elayaperumal Ganapathy Business Card [Reply|
Hi Stephen,
This is an excellent blog!
Have few questions.
1. What is the !C! version used in this case? is it 6.20?
2. What is the screenpop data sent as part of this simulation, Just the AN!? 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 (! mean
how would you make the expression for a custom field query instead of the AN! query).
+. Generally screen will pop before you accept the call? or after accepting the call?
Thanks in advance!!
Regards,
Elaya
1. The !C! version according to the simulator is 3.00.6+507 on Netweaver 7.0
1. The !C! version according to the simulator is 3.00.6+507 on Netweaver 7.0
2. You can send either just the AN! 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 CRN
!C forum for more details.
+. Screen pops with the AN! and possible match before accepting the call, from what ! remember in the simulator.
Take care,
Stephen
2011-02-01 03:36:02 Nadh R Business Card [Reply|
Hi Stephen,
! really appreciate your contribution. This blog is very much useful.
Could you please also update, how this setup has to done for CRN 7.0. Since CRN 7.0 is not a dual stack instaliation.
Kind regards
Nadh
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