How to use CICW - CTI Queue Assignment Maintenance

SAP Transaction Code - Details

• Transaction Code: CICW

  Description: CTI Queue Assignment Maintenance

  Release: S/4HANA and ECC 6

• • Program:

    Screen: 0

    Authorization Object:

  • Development Package: CCMA

    Package Description: Customer Interaction Center Components

    Parent Package: APPL

  • Module/Component: CS-CI-CIC

    Description: Customer Interaction Center

Smart SAP Assistant

• SAP Tcode: CICW - CTI Queue Assignment Maintenance

  
  Overview:
  CICW is an SAP transaction code used to maintain the assignment of CTI queues. It is used to assign queues to users and to define the queue parameters. 
  
  Functionality: 
  The CICW transaction code allows users to assign queues to users and to define the queue parameters. This includes setting up the queue name, assigning users to the queue, and setting up the queue parameters such as the maximum number of calls that can be handled by a user at one time. 
  
  Step-by-step How to Use: 
  1. Enter the CICW transaction code in the command field. 
  2. Select the “Queue Assignment” tab. 
  3. Select the “Create” button to create a new queue assignment. 
  4. Enter the queue name and select the “Save” button. 
  5. Select the “Assign Users” tab and select the users that should be assigned to this queue. 
  6. Select the “Queue Parameters” tab and enter the desired parameters for this queue such as maximum number of calls that can be handled by a user at one time. 
  7. Select the “Save” button to save your changes. 
  
  Other Recommendations: 
  It is recommended that users familiarize themselves with all of the available options in CICW before making any changes or assignments as some of these settings can have a significant impact on how queues are managed and used in SAP systems.