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CIC Integration with SAP CRM Installation and Configuration Guide
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 |