Web shop LWC Chat and Interaction Center integration

[Former Member]

Hello All,

As I know, Live Web Collaboration in SAP E-Commerce for mySAP CRM (B2B, B2C Shops, and Internet Customer Self-Service) supports chat in CRM Interaction Centre WebClient, so that customer requests for assistance via chat are forwarded directly to the IC WebClient.

I had maintain LWC component in B2B Web Shop and LWC application for Agents, so chat between Consumer and Agent work fine. Also I maintain IC WebClient and Contact Center Simulator for testing, as described in this blog (/people/stephen.johannes/blog/2008/05/21/crm-contact-center-simulator-setup) . I tested chat and telephony functions u2013 all work fine.

Than I tried to integrate LWC chat function and IC WebClient. I did all necessary settings as described in LWC XCM application help, CRM7.0 help (http://help.sap.com/saphelp_crm70/helpdata/en/fe/4cad3efa11b300e10000000a114084/frameset.htm) and SAP Solution Manager (http://help.sap.com/SCENARIOS_BUS2004/helpdata/EN/E8/9B0342D0369C39E10000000A155106/frameset.htm) .

But integration donu2019t work. When I try requests for assistance via chat in B2B shop, I receive message u2013u201C No agent is available to assist you. Try again lateru201D

Can any one tell me what are the possible ways to integrate LWC Chat in B2B Web Shop with Interaction Center WebClient?

Regards,

Yuriy

[former_member217922]

Hi Yuriy,

When you say that "chat between Consumer and Agent work fine" what do you mean? Where did you test it? Do you know if it is possible multi-chat?

Regards,

Heber

[Former Member]

Hello Oliver,

I had maintain LWC component in B2B XCM (http://<host>/b2b/admin/xcm/init.do path: General Application Settings -> Customer -> lwc -> lwcconfig). Here I configure JMS host and port.

Also I maintain LWC XCM (http://<host>/lwc/admin/xcm/init.do). I had create custom scenario where I configure JCO connector to back end system.

Then, in customer side I go to the B2B Web shop (http://<host>/b2b/init.do), click Help link, and then in pop-up window - Customer Support - > by Chat.

In Agent side I open LWC (http://<host>/lwc /init.do), enter my user name and password, click Available button, and after Customer send request for Chat, press Pick Request.

In this case B2B Web Shop Customer can chat with Agent. Multichat also supported u2013 one Agent can chat more than one customer. But LWC application interface looks primitive and limited.

I am interesting how I can integrate LWC and IC WebClient as it described in SAP help. Anybody can help me?

[former_member217922]

Hi Yuriy,

Did you discover how to integrate LWC with IC Web Client?

I've found a SAP Note # 552741 (Release Notes for Live Web Collaboration) that describes the features supported by LWC and there is a topic called "Integration with the Interaction Center". I also found a SAP Note # 545671 (Using LIVE WEB Collaboration scenario) that explains some J2EE technical configurations and how define the HTML-configuration for tx CIC0, such as HTTP://<host>:<port>/lwc/ecall/initAgent.do.

I didn't find any BSP screen that replaces this old-fashioned LWC agent-side application, did you?

Best Regards,

Heber Olivar

[Former Member]

Hi, Yuriy!

Did you solve the problem?

if yes, how? Could you explain?

Denis

[Ash_ok]

Hi Yuriy,

I am not sure if one can integrate the LWC of the eCommerce / eService solutions with that of the IC webclient solution out-of-the-box. For starters, the eCommerce / eService solutions are Java based solutions while the IC webclient solution is an ABAP based solution and would require a lot more tweaks. Probably a question for SAP OSS.

Cheers,

Ashok.

[Former Member]

Hi Ashok,

Thank you for reply. In help documentation I very often met information, that it is possible to easy integration between B2B/B2C shops and IC WebClient. For example here - http://help.sap.com/saphelp_crm70/helpdata/en/a2/cc423babc60307e10000000a11402f/content.htm , here - http://help.sap.com/saphelp_crm40/helpdata/en/35/68403bc367a52ae10000000a11402f/content.htm and here - http://help.sap.com/SCENARIOS_BUS2004/helpdata/EN/d7/ca71406570bf49e10000000a1550b0/content.htm

But information, about how to configure this integration look so limited. Indeed anybody do not tried to set up this integration?