How to use CRMM_IC_SPHQA - CCS SAPphone Queue Assignment Maint

SAP Transaction Code - Details

• Transaction Code: CRMM_IC_SPHQA

  Description: CCS SAPphone Queue Assignment Maint

  Release: S/4HANA and ECC 6

  Menu Path:

  • Service > Interaction Center > Interaction Center WebClient > Administration > Communication Management Software > Interface Settings > SAPphone Telephony Settings > Assign Queues to Communication Management Software Profiles

• • 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_SPHQA - CCS SAPphone Queue Assignment Maint

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  Overview:
  CRMM_IC_SPHQA is a SAP transaction code used to maintain the assignment of SAPphone queues to customer service representatives. It is part of the Customer Relationship Management (CRM) module and is used to ensure that customer service representatives are assigned to the correct queues. 
  
  Functionality:
  The CRMM_IC_SPHQA transaction code allows users to assign SAPphone queues to customer service representatives. This ensures that customer service representatives are assigned to the correct queues and that customers are routed to the right person. The transaction code also allows users to view and edit existing queue assignments, as well as create new ones. 
  
  Step-by-step How to Use:
  1. Log into the SAP system and enter the CRMM_IC_SPHQA transaction code. 
  2. Select the “Create” option from the menu bar. 
  3. Enter the details of the queue assignment, such as the customer service representative’s name, queue name, and start date. 
  4. Select “Save” to save the queue assignment. 
  5. To view or edit an existing queue assignment, select “Display” from the menu bar and enter the relevant details. 
  6. To delete an existing queue assignment, select “Delete” from the menu bar and enter the relevant details. 
  7. Select “Save” to save any changes made to an existing queue assignment or “Cancel” to discard any changes made. 
  
  Other Recommendations:
  It is important to ensure that customer service representatives are assigned to the correct queues in order for customers to be routed to the right person. Therefore, it is recommended that users regularly review and update queue assignments using this transaction code in order to ensure that customers are being routed correctly.