IC WebClient Consultant's Cookbook

For descriptions of technical IC WebClient architecture and concepts, for details on how to do extended customizing as well as how to work with views and view sets you can download a copy of the IC WebClient Consultant's Cookbook from the Service Marketplace.

The Cookbook exists in two versions, "Interaction Center WebClient Cookbook" (CRM 4.0) and "Interaction Center WebClient Cookbook - Service Industry Ext" (CRM 4.0 Add-on).

Download from here: http://service.sap.com/crm-inst -> SAP CRM 4.0 -> Interaction Center Installation Guides

or direct link http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000591510.