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
Topics
Create a new RFC to CxLink Contact Center API
Open the Configuration of RFC Connections SAP Transaction:
SM59
Create an HTTP Connection to External Server RFC with the following information.
Key Value Example RFC Destination A description name ALO_API Connection Type G Target Host API Full Qualified Name * <tenant_id>.<aws_region>.alo.linkeit.com Service No API Port * 8082 Path Prefix /ws * About API information
API URL Information can be found in the CxLink Portal, at the license details page under Tenant section.
Fill the required parameters with the information found in the tenant details.
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.
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.
- Open the API URL in a browser (You can find this information in the CxLink Portal)
- Click the
Security report
button (a padlock) in the browser address bar - Click the
Certificate
option - Go to the
Details
tab - Click the
Export...
button - Specify the name of the file you want to save the SSL certificate to
- Select the “Base-64 encoded X.509 (.CER)” format and click the
Save
button
Add the certificate to the STRUST transaction
- Open the Trust Manager transaction STRUST
- Go to the SSL client SSL Client (Standard) section in the Navigation Panel
- Enter the Edit Mode.
- In the Certificate Section, select Import Certificate…
- Select the certificate from your local computer
- Once the certificate properties are listed, select Add to Certificate List
- Save and Exit
Test the Contact Center API RFC
Follow these steps to ensure that the API RFC has been properly configured:
Open the RFC destinations transaction:
SM59
Select the RFC created for Contact Center API
Press Connection Test
If the configuration is correct, the return message will be a HTTP Response 405
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:
Open the Communication Management Software Profile transaction:
CRMC_IC_MCM_CCPRO
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.
Parameter Value Example Comm. Mgmt Software System ID A custom identification for the Profile ALO Description A custom description For Connection to Alo Manual CMS Logon Not Checked Presence Enabled Not Checked Multisession Not Checked Manual Channel and Queue Assignment No manual assigment to Channels or Queues Work Mode Selection Combined Dropdown for Ready and Non Ready Customizing
This change should be added to a customizing order
Create a new CMS Connection
Follow these steps to add or edit a CMS Connection:
Navigate to the CRM Communication Management Software Connections transaction:
CRMM_BCB_ADM
Create a New Entry
Parameter Description Example Comm. Mgmt Software System ID A description ID ALO Connection RFC to ALO API (created in the previous steps) ALO_API Session Connection Leave blank Save and exit
Maintain System Settings
Navigate to the CRM Maintain System Settings transaction:
CRMM_IC_MCM_CCADMX
Create a New Entry and select the previously created Comm. Mgmt. Software System ID and Alo as the description.
Leave the other values as defaults and Save.
Double-click the Channels tree folder in Dialog Structure, add a New Entry, select Telephony from the dropdown selection and Save.
Assign Communication Management Software System ID to the CM Profile
Navigate to the CRM Assign Profiles transaction:
CRMM_IC_MCM_CCLNK
Add a new entry with the previously created resources
Save and exit
Assign CMS Profile to the function profile CONTACTCENTER
Navigate to the CRM Define Business Role transaction:
CRMC_UI_PROFILE
Find and select the proper Business Role from the list and double-click the Assign Function Profiles tree folder in the Dialog Structure:
SAP Version Business Role Name SAP S/4HANA for Customer Management S4C_SRV_ICAG SAP Customer Relationship Management 7.0 IC_AGENT Find the Contact Center Function Profile ID and choose the previously created CMS Profile
Save and exit.
Customizing
This change should be added to a customizing order
Assign Business Profile to the SAP Agents User
Navigate to the user management transaction:
SU01
Select your user and edit
Go to the Parameters tab.
Add a new Parameter CRM_UI_PROFILE with the Business Role previously configured. (In this example, IC_AGENT).
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.
Save and Exit
Open the Interaction Center
Launch the Interaction Center:
CRM_UI
Login with your SAP User (Remember that the user must have the parameter CRM_UI_PROFILE set)
Ensure that the Workmode selector and the button panel are visible