SAP Knowledge Base Article - Preview

2469081 - CRM IC: How to influence the channel and the direction of an interaction record


  • You wonder how to influence the channel/direction of an interaction record
  • You have identified issues with regard to the channel/direction of interaction records documenting customer interactions, especially you wonder about interaction records created via
    • ERMS inbound workflow
    • Inbound phone call
    • Interact with an E-Mail in agent inbox
    • Outbound call or E-Mail after displaying an inbound E-Mail

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.



  • SAP Customer Relationship Management 7.0 and higher
  • SAP enhancement package for SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM, version for SAP HANA


SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP enhancement package for SAP CRM all versions


KBA , set_channel_to_irec , cl_iccmp_cucoirec_impl , crmc_act_categor , CRM-IC-INR , Interaction Record , CRM-IC-CHA-EMA , E-Mail Integration , CRM-IC-CHA , Communication Channels , CRM-IC-BF , Basic Functions for Business Transactions , How To

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