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CIC Integration with SAP Key Terms

Term

Description

Action item

SAP term that refers to an item, such as an email message or a workflow, that can be routed to agents. The integration only supports routing ERMS email action items.

Channel

SAP term that is the equivalent of an interaction type in CIC. Refers to calls, callbacks, web chats, and action items.

CIC client

Installed on or accessed by a web browser on agent’s workstation.

Note: CIC supports several interaction management client applications. The SAP integration only works with Interaction Desktop. This documentation uses the term “CIC client” to refer to Interaction Desktop.

CIC Integration with SAP CRM

Name of the integration.

CIC/SAP Integration Server

Integration server that sits between CIC and SAP.

Interaction type

CIC term that is the equivalent of a channel in SAP. Refers to calls, callbacks, chats, and emails.

Push item

SAP term that appears in the Interaction Toolbar when an action item is routed through SAP.

SAP GUI

Client configuration utility on SAP server that defines the remote function call (RFC) to the integration server.

SAP IC Web Client

CRM client used by agents. Installed on SAP server.

SAP Integration Handlers

Custom handlers required for integration. Installed on CIC server.

SAPICIHandlers_SU1.msi

SAP Integration Service

Integration service remoting endpoint. Includes configuration utility for integration. Installed on integration server.

SAPICIIntegration_SU1.msi

SAP Integration Web Connector

Integration SOAP endpoint. Installed on integration server.

SAPICIWebConnectorV1_SU1.msi