Application Adapter for mySAP CRM Interaction Center - WebClient

User Configuration Guide

Author:

Glenn Abel

Document History: Version 1.0 1.0 Status Draft Release Date 10/2003 1/2004

Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

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

AMC Technology, L.L.C.

7400 7400 Beaufont Springs Drive Suite 101 Richmond, VA 23225 804.327.0170 800.390.4866 804.327.0243 fax support@amctechnology.com www.amctechnology.com

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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

Table of Contents
1. INTRODUCTION .......................................................................................... 4 1.1 WHO SHOULD USE THIS GUIDE ............................................................. 4 1.2 TERMINOLOGY ..................................................................................... 4 1.3 REFERENCE DOCUMENTATION .............................................................. 4 2. AMC INTERACTION ASSISTANT CONFIGURATION MANAGER ............ 5 2.1 2.2 2.3 2.4 GETTING STARTED ............................................................................... 5 CONNECTING TO THE CONFIGURATION DATABASE................................... 5 MAINTAINING MCMS SERVERS ............................................................. 7 MAINTAINING AGENTS......................................................................... 10

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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

1. Introduction
This guide addresses the tasks required for configuring users to use AMCs MultiChannel Management Server and Application Adapter for mySAP CRM Interaction Center WebClient. 1.1 Who Should Use This Guide This guide is written for the administrator who is responsible for user / agent configuration, and for the system administrator who is responsible for installing, configuring and maintaining AMC Technologys Multi-Channel Management Server (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 communication messaging interface. mySAP CRM Interaction Center - WebClient SAP AGs Interaction Center Web Client, contact center software which is reliant upon 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 transport protocol. 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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

2. AMC Interaction Assistant Configuration Manager

The 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. The installer application added the following link to the start menu: Start>Programs>AMC Technology>IA Configuration Manager. 2.1 Getting Started Before 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 for each communication channel These steps are explained in more detail in the following sections. 2.2 Connecting to the Configuration Database In order to maintain Servers and Agents, a connection must be established to an existing Configuration 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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

Here, you enter the Database Host where the Configuration Database is running, and the Authentication 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 Integrated o 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 in mixed 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 reflects the same username and password (refer to Implementation Guide) o If you select Use Integrated on a SQL Server 2000 running on a different host, 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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

2.3 Maintaining MCMS Servers Prior to configuring any Agents, you must configure a server and assign one or more communication channels to it. Creating a new server To 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 MCMS server which you created in the Implementation Guide under the section Update config.ini This value may not be subsequently modified, and all agent configuration created using it is attached to it 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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

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 the same 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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

The Edit MCMS Server Wizard appears:

Select the server you wish to modify and click Next. Each step of the wizard is the same 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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

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 for this 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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

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 = SALES@company.com, 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 exception that 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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

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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Application Adapter for mySAP CRM Interaction Center - WebClient User Configuration Guide

Thank you for choosing AMC Technology products and services! AMC Technology Development Team

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