How to use CRMM_IC_SPHQ - CCS SAPphone Queue Maintenance

SAP Transaction Code - Details

• Transaction Code: CRMM_IC_SPHQ

  Description: CCS SAPphone Queue Maintenance

  Release: S/4HANA and ECC 6

  Menu Path:

  • Service > Interaction Center > Interaction Center WebClient > Administration > Communication Management Software > Interface Settings > SAPphone Telephony Settings > Define Queues

• • Program:

    Screen: 0

    Authorization Object:

  • Development Package: IC_CCS_SPH

    Package Description: IC Communication Channels Service SAPphone

    Parent Package: IC_CCS

  • Module/Component: CA-GTF-IC-CHA

    Description: Communication Channel

Smart SAP Assistant

• SAP Tcode: CRMM_IC_SPHQ - CCS SAPphone Queue Maintenance

  
  Overview:
  CRMM_IC_SPHQ - CCS SAPphone Queue Maintenance is a transaction code used in the SAP system to maintain the SAPphone queues. It is used to manage the queues for incoming calls and assign them to the appropriate agents. 
  
  Functionality:
  This transaction code allows users to create, modify, and delete queues for incoming calls. It also allows users to assign agents to queues, set up queue priorities, and configure queue parameters. 
  
  Step-by-step How to Use:
  1. Enter the transaction code CRMM_IC_SPHQ in the command field. 
  2. Select the queue you want to maintain from the list of available queues. 
  3. Select the action you want to perform (e.g., create, modify, delete). 
  4. Enter the necessary information for the action you selected (e.g., queue name, priority, agent assignment). 
  5. Save your changes and exit the transaction code. 
  
  Other Recommendations:
  It is recommended that users familiarize themselves with the different parameters available for each queue before making any changes. Additionally, users should ensure that all changes are tested before they are implemented in a production environment.