Configure your SAP CRM

In this section, we’ll look at the steps involved in configuring Contact Center API with the SAP CRM IC WebClient.

Minimal Configuration

The configuration reflected in this document is the minimum required to work with Contact Center in your SAP CRM landscape. Contact your SAP CRM Functional team for more complex configurations


  1. Open the Configuration of RFC Connections SAP Transaction: SM59

  2. Create an HTTP Connection to External Server RFC with the following information.

    RFC DestinationA description nameALO_API
    Connection TypeG
    Target HostAPI Full Qualified Name *<tenant_id>.<aws_region>
    Service NoAPI Port *8082
    Path Prefix/ws

    * About API information

    API URL Information can be found in the CxLink Portalopen in new window, at the license details page under Tenant section. Tenant Information

  3. Fill the required parameters with the information found in the tenant details.


  4. If you want to use HTTPS protocol between SAP and the Contact Center API, go to the Logon & Security tab and set the SSL Protocol to Active.


  5. Save and note down the RFC Destination name for later configuration

Add the API SLL Certificate to the SAP Secure Store

Follow this steps to install the Contact Center API SSL Certificate into your SAP Server:

  • Download and save the SSL Certificate of the Contact Center API

    Chrome based

    The following steps are based on using the Chrome browser. Other browser have a similar procedure. Look for more information in your browser help pages.

    1. Open the API URL in a browser (You can find this information in the CxLink Portal)
    2. Click the Security report button (a padlock) in the browser address bar
    3. Click the Certificate option
    4. Go to the Details tab
    5. Click the Export... button
    6. Specify the name of the file you want to save the SSL certificate to
    7. Select the “Base-64 encoded X.509 (.CER)” format and click the Save button
  • Add the certificate to the STRUST transaction

    1. Open the Trust Manager transaction STRUST
    2. Go to the SSL client SSL Client (Standard) section in the Navigation Panel
    3. Enter the Edit Mode.
    4. In the Certificate Section, select Import Certificate…
    5. Select the certificate from your local computer
    6. Once the certificate properties are listed, select Add to Certificate List Add certificate to STRUST
    7. Save and Exit

Test the Contact Center API RFC

Follow these steps to ensure that the API RFC has been properly configured:

  1. Open the RFC destinations transaction: SM59

  2. Select the RFC created for Contact Center API

  3. Press Connection Test

  4. If the configuration is correct, the return message will be a HTTP Response 405RFC Response OK

    Error Code

    If the error code is different, ensure that the API URL is reachable from your SAP Server or that, if you are using HTTPS protocol, that the certificate has been correctly imported in the STRUST transaction.

Create a new Communication Management Software Profile

Follow these steps to add or edit a Communication Management Software Profile:

  1. Open the Communication Management Software Profile transaction: CRMC_IC_MCM_CCPRO

  2. Add or Edit and entry for your profile for CxLink Contact Center with the following values as shown in the screenshot below. You may need to modify these parameters to meet your requirements. This is an example of functional values for a new profile.

    Comm. Mgmt Software System IDA custom identification for the ProfileALO
    DescriptionA custom descriptionFor Connection to Alo
    Manual CMS LogonNot Checked
    Presence EnabledNot Checked
    MultisessionNot Checked
    Manual Channel and Queue AssignmentNo manual assigment to Channels or Queues
    Work Mode SelectionCombined Dropdown for Ready and Non Ready

    Communication Management Software Profile


    This change should be added to a customizing order

Create a new CMS Connection

Follow these steps to add or edit a CMS Connection:

  1. Navigate to the CRM Communication Management Software Connections transaction: CRMM_BCB_ADM

  2. Create a New Entry

    Comm. Mgmt Software System IDA description IDALO
    ConnectionRFC to ALO API (created in the previous steps)ALO_API
    Session ConnectionLeave blank

    Communication Management Software Connection

  3. Save and exit

Maintain System Settings

  1. Navigate to the CRM Maintain System Settings transaction: CRMM_IC_MCM_CCADMX

  2. Create a New Entry and select the previously created Comm. Mgmt. Software System ID and Alo as the description.

    Add Entry

  3. Leave the other values as defaults and Save.

  4. Double-click the Channels tree folder in Dialog Structure, add a New Entry, select Telephony from the dropdown selection and Save.

    Add Channel

Assign Communication Management Software System ID to the CM Profile

  1. Navigate to the CRM Assign Profiles transaction: CRMM_IC_MCM_CCLNK

  2. Add a new entry with the previously created resources

    Figure 1.2 IC Communication Management Software Linking the Profile and System

  3. Save and exit

Assign CMS Profile to the function profile CONTACTCENTER

  1. Navigate to the CRM Define Business Role transaction: CRMC_UI_PROFILE

  2. Find and select the proper Business Role from the list and double-click the Assign Function Profiles tree folder in the Dialog Structure:

    SAP VersionBusiness Role Name
    SAP S/4HANA for Customer ManagementS4C_SRV_ICAG
    SAP Customer Relationship Management 7.0IC_AGENT

    Assign Function Profile

  3. Find the Contact Center Function Profile ID and choose the previously created CMS Profile Contact Center

  4. Save and exit.


    This change should be added to a customizing order

Assign Business Profile to the SAP Agents User

  1. Navigate to the user management transaction: SU01

  2. Select your user and edit

  3. Go to the Parameters tab.

  4. Add a new Parameter CRM_UI_PROFILE with the Business Role previously configured. (In this example, IC_AGENT).

    Assing Business Profile to User

  5. Add a new Parameter WCF_IGNORE_ENHANCEMT with value ‘A'. This will allow the Collaboration column to show on the presence table of service tickets next to the employee’s presence status.


  6. Save and Exit

Open the Interaction Center

  1. Launch the Interaction Center: CRM_UI

  2. Login with your SAP User (Remember that the user must have the parameter CRM_UI_PROFILE set)

  3. Ensure that the Workmode selector and the button panel are visible

    Interaction Center