application adapter for mysap crm interaction center - webclient agent configuration guide

8/3/2019 Application Adapter for MySAP CRM Interaction Center - WebClient Agent Configuration Guide

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Application Adapter for

mySAP CRMInteraction Center - WebClient

User Configuration Guide

Author: Glenn Abel

Document History:

Version Status Date

1.0 Draft 10/20031.0 Release 1/2004


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Application Adapter for mySAP CRM Interaction Center - WebClient


Copyright 2004, AMC Technology, L.L.C. All Rights Reserved. All products mentioned hereinare trademarks or registered trademarks of their respective holders.

AMCTechnology, L

.L.C.7400 Beaufont Springs DriveSuite 101Richmond, VA 23225

ax

[email protected]

804.327.0170800.390.4866804.327.0243 fswww.amctechnology.com

AMCTechnology, L

.L.C.400 Beaufont Springs Drive

VA 23225

ax

[email protected]

7Suite 101Richmond,

804.327.0170800.390.4866804.327.0243 fswww.amctechnology.com

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Table of Contents

1. INTRODUCTION ..........................................................................................4

1.1 WHO SHOULD USE THIS GUIDE ............................................................. 41.2 ..................................................................................... 4TERMINOLOGY1.3 .............................................................. 4REFERENCE DOCUMENTATION

2. AMC INTERACTION ASSISTANT CONFIGURATION MANAGER ............5

2.1 GETTING STARTED ............................................................................... 52.2 CONNECTING TO THE CONFIGURATION DATABASE................................... 52.3 MAINTAINING MCMSSERVERS ............................................................. 7

2.4 MAINTAINING AGENTS......................................................................... 10


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1. Introduction

This guide addresses the tasks required for configuring users to use AMCs Multi-

Channel Management Server and Application Adapter for mySAP CRM InteractionCenter WebClient.

1.1 Who Should Use This Guide

This guide is written for the administrator who is responsible for user / agentconfiguration, and for the system administrator who is responsible for installing,

configuring and maintaining AMC Technologys Multi-Channel ManagementServer (MCMS). This guide assumes that MCMS, and the Application Adapter

have already been properly configured and outlines how to set up user

configuration.

1.2 Terminology

ICI

SAP AGs Integrated Communication Interface, a proprietary communicationmessaging interface.

mySAP CRM Interaction Center - WebClient

SAP AGs Interaction Center Web Client, contact center software which is reliantupon the ICI for communication functionality.

MCMS

AMC Technologys Multi-Channel Management Server - a server-based

solution which manages multiple communication channels from multiple vendors.

MCMS allows agents to handle interactions from any channel.

SOAP

Simple Object Access Protocol - an XML-based protocol for distributed

communication. The specific implementation here involves HTTP as the transportprotocol.

1.3 Reference Documentation AMC Multi-Channel Management Server Implementation Guide

Application Adapter for mySAP CRM Interaction Center WebClient

Implementation Guide


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2. AMC Interaction Assistant Configuration ManagerThe Application Adapter for mySAP CRM Interaction Center WebClient makes use

of AMCs Interaction Assistant (IA) Configuration Database. This database contains

configuration for MCMS Servers, their available communication channels, and the agents

(users) who have this functionality enabled.

Configuration settings are maintained using the AMC IA Configuration Manager. Theinstaller application added the following link to the start menu: Start>Programs>AMC

Technology>IA Configuration Manager.

2.1 Getting StartedBefore you start using the Application Adapter, you need to perform the following steps

in order:

Create a connection to the Configuration Database

Create a new Server, and add the appropriate communication channel(s)

Create a new Agent, and set the configuration values specific to that agent foreach communication channel

These steps are explained in more detail in the following sections.

2.2 Connecting to the Configuration DatabaseIn order to maintain Servers and Agents, a connection must be established to an existingConfiguration Database.

Creating a new connection

To create a new connection, use the menu: File>New>Database Connection

The Database Connection Wizard appears:

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Here, you enter the Database Host where the Configuration Database is running, and theAuthentication Mode used to communicate with the SQL Server 2000 database.

Important Notes Regarding Authentication Method

If you installed Microsoft MSDE 2000, you must select Use Integratedo In this case, the Database Host is the name of the machine you are

currently running the Configuration Manager from or you can enter

(local)

If you are connecting to a SQL Server 2000 running on a different host, you may

select either method. The following information applies in this case:

o If you select Use SQL Authentication, make sure that the SQL Server is inmixed mode. That is, it has been configured for both SQL

Authentication and Integrated Authentication

o If you select Use SQL Authentication, make sure your config.ini reflectsthe same username and password (refer to Implementation Guide)

o

If you select Use Integrated on a SQL Server 2000 running on a differenthost, you must do the following: Create a DOMAIN user, add to Administrators on MCMS host,

and add to trusted on SQL Server

Change the DCOM user for CMService to this DOMAIN\user Change the DCOM user for CMGateway to this DOMAIN\user Change the machine.config user and password to this

DOMAIN\user

Select Test Connection to ensure you have entered the settings correctly.

Once you are satisfied, click Finish

You will notice that the task bar shows Connected to and then the name of your host

Closing a connection

Once you have an active connection, you may terminate the connection by selecting

File>Close

You will notice that the task bar shows Not Connected

Opening an existing connection (for modification)

Currently, only one connection is stored at a time. Future releases will allow you to store

multiple configurations.

You may open an existing connection by selecting File>Open>Database

Connections>connection, where connection is the name of the host where the

Configuration Database resides.

The Database Connection Wizard Appears (see previous)

After changing the parameters, select Finish to update.


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2.3 Maintaining MCMS ServersPrior to configuring any Agents, you must configure a server and assign one or more

communication channels to it.

Creating a new serverTo create a new server, and assign one or more communication channels to it, use the

New Server Wizard. Select File>New>MCMS Server

The New MCMS Server Wizard appears:

Here, fill in a name for your configuration, the host where MCMS is running, and the

Port for TCP communication.

Important Notes Regarding Configuration Name

Refer to the ConfigServerName property in your config.ini file on the MCMSserver which you created in theImplementation Guide under the section Updateconfig.ini

This value may not be subsequently modified, and all agent configuration created

using it is attached to it

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As noted above, this value must be placed in your config.ini for MCMS in the

[IciAdapter] section, under key ConfigServerName. For example,

ConfigServerName=MCMSProduction


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Important Note Regarding Port for TCP Communication

The default value is fine 99% of the time

Once you are satisfied, click Next to continue:

Now, select the communication channels (one at a time) you are planning to use and click

the >> button to move them to the right hand side. The following dialog shows the

result of adding a Telephony and Email channel:

Click Finish to create the server.

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View existing server

To review your configuration, select View>MCMS Servers

The View MCMS Server Wizard appears:

Choose the Server you just configured and click Next. This will pass through all thesame steps as the New MCMS Server Wizard with the exception that you cannot modify

the settings.

Modifying an existing server

To modify an existing server, select File>Open>MCMS Servers

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The Edit MCMS Server Wizard appears:

Select the server you wish to modify and click Next. Each step of the wizard is thesame as the New MCMS Server Wizard with the exception that you cannot change the

Server name.

2.4 Maintaining Agents

Adding a new Agent

To create and configure a new agent, select File>New>Agent

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The New Agent Wizard appears:

Select the MCMS Server that this agent is going to be configured to use. Then click

Next

The next step is to enter the Agent User Id for this agent. Then click Next

Important Notes Regarding Agent User Id

The User Id must be the same as the Agents SAP User Id

This property is case-sensitive so it must match the case stored in SAP

Now, you are ready to enter the communication channel specific settings for this agent.There will be one wizard step for each communication channel that is available on this

particular server. In our example, we will have 2 steps one for telephony, one for email:

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Notice that the current communication channel and the MCMS Channel Id are displayed

just above the table. Once you have finished filling out the configuration parameters forthis channel, click Next to continue

Important Notes Regarding Telephony Configuration Settings

Extension: This refers to the Agents physical phone device

AgentID: This refers to the Agents ACD Login ID

AgentIDPassword: This refers to the password for the Agents ACD Login ID

Queues: This refers to the ACD queue/skill for which the agent is configured. In

some cases, this value is not needed, in which case any default value should

suffice

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Here, we have the configuration dialog for email. Please see below for explanation of the

settings:

Important Notes Regarding Email Configuration Settings

Queues: This refers to the email queues which this Agent is to monitor

For multiple queues, they should be separated by a comma Typically, the queues map to email inboxes e.g. SALES =

[email protected], SERVICE@company,com

EmailAddress: This refers to the agents email address

Click Finish to create this agent

Viewing existing Agents

To review an agents configuration, select View>Agents

The View Agent Wizard appears. First, choose the server and click Next

Now, select the existing agent and click Next

The rest of the dialogs are the same as those of the New Agent Wizard with the exceptionthat the data is read-only.

Modifying an existing Agent

To change an agents settings, after they have been configured, select File>Open>Agent

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mailto:[email protected]:[email protected]


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The Edit Agent Wizard appears:

Now, select an existing agent and click Next

For each communication channel, modify the settings and click Next

The final channel in the wizard will have a Finish button. Click this to save all changes.

Click Cancel to abort changes.

Deleting an existing Agent

To delete an agent, follow the instructions to modify an agent, and after you select the

agent you wish to delete, click the check box Delete selected agent. A confirmation

dialog will appear. Click yes to delete this agent.

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Thank you for choosing AMC Technology products and services!

AMC Technology Development Team

application adapter for mysap crm interaction center - webclient agent configuration guide

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