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Set up an SAP IC profile

The SAP IC profile is a set of configuration settings in the SAP GUI client that links SAP IC Web client to the integration server using the defined RFC connection. For information about defining an RFC connection, see Define an RFC connection.

Note: When setting up agents in SAP and CIC, the user names must match. This user name match is case-sensitive.

  1. Define a communication management software (CMS) profile where ININ is the profile name and description.

  2. Add a CMS ID and link it to the ININ profile defined in step 1.

  3. Add Telephony as a channel on the CMS ID.

  4. Link the CMS ID to the RFC destination.

  5. Define an IC Web Client Profile and link it to the CMS profile.

    1. Copy the IC_AGENT business role and name it Z_ININ_AGENT.

    2. Set the profile value of ID CONTACTCENTER to ININ.

  6. Create one or more positions with the Z_ININ_AGENT business role and add that role to the appropriate agents.

Enable warm transfer screen pop

To enable screen pops for warm transfer, set CAD Handling to C, which means inherited/copied back.