A couple of small questions about BCM 7

[Former Member]

Good Afternoon, everyone!

I have two questions about BCM 7.0 SP5.

My first question is about forced serving in queues: how can I force an entire group to serve specific queues/queue groups.
In older version it was very straightforward but with SP5 I cannot find the option to do that in the usual location.
(I'll reward correctly answering this with the "correct answer" rating.)

My second question is about the in-application help pages and it's search function. More specifically: I can't use the advanced search function to search the help document, it just doesn't offer the option to select the BCM as a target product.
how is the user supposed to search for something in the application help pages.
(I'll reward correctly answering this question with the "helpful answer" rating.)

Best wishes,
Jaanus

[Former Member · Accepted solution]

Hello.

I have also looked for that setting, but as manual says, it seems to be impossible task now.

In SP04, the Serve in Queues as Forced option was removed from access rights and turned into a setting in User and Role Management> Users> Queue and External Agent Settings. Users who in SP03 or earlier versions had only the Serve in Queues as Forced right to a queue and no rights to serve in that queue at all,had no rights to that queue after upgrading to SP04. The appropriate access rights had to be defined for users concerned after upgrading to SP04. This is now fixed in the SP05 Upgrade Tool so that upgrading from SP03 directly to SP05 will not cause this problem.

[Former Member]

Hi,

You are correct forcing users to serve in queues has changed some from SP03 to SP04 and SP05.

Agur is correct you used to be able to do it through the user rights under a role/group or individual user.

As I am sure you already know that feature has been moved to the CDT user field under queue and external agent settings.

You can still mass update users and force them to serve but you now have to use the Update Wizard under User and Role Management:

Under the the Update Wizard select your user group or role and highlight the users you want to force to serve:

After you click Next you can then force that group to serve in a queue by selecting On and then selecting Next:

This will force all the agents you selected in the first screen to be forced to serve in the queue.  You can also do multiple queues from this option.

Hope this helps ease your work for creating forced to serve in queues agents.

Thanks,

Marcus McCutchen

[Former Member]

I use online version of this help documentation and the search box in the right corner of the page. It worked for me with Firefox and didn't give any results with IE. However I remember that it didn't work for me with previous Firefox version also.

http://help.sap.com/saphelp_bcm70/helpdata/en/57/59bceeebf34c4babd110122ea95f26/content.htm?frameset...

If it doesn't work for you, just use Google. Type in your search word and copy this site parameter.

For example:

user interface site:http://http://help.sap.com/saphelp_bcm70/helpdata

[Former Member]

The problem with this is that communicating this to end-user is difficult.
They would prefer using the in-application help to going digging through Google for answers.

Still, based on what I've seen, this seems to be as good as it gets. If anyone has better ideas, keep them coming.