Ask the Experts

Ask the Experts

• Can I plug a USB drive into a phone with a micro-USB connector?

  This week, our expert answers a question on how to connect a phone or tablet to a USB drive with a micro-USB connector.  Continue Reading

• What is a UC client?

  What do vendors mean when they refer to a UC client? Learn what a UC client is and how it is used.  Continue Reading

• Which CPU settings deliver optimal VMware Workstation 9 performance?

  Newer processors pack more punch, but administrators still need to tailor CPU allocation for a smoother Workstation 9 experience.  Continue Reading

• What are the advantages of SIP trunks versus analog circuits?

  SIP trunking is not perfect, but it has more options and features compared to what traditional phone companies offer, says UC expert Matt Brunk.  Continue Reading

• What is a call park phone feature and how does it work?

  UC expert, Matt Brunk, explains a call park phone feature, how it works and how it compares to a visual call park feature in this expert response.  Continue Reading

• Why you need VDI training and how to go about it

  VDI requires new hardware and software, so make sure you get some VDI training and certifications under your belt before you deploy virtual desktops.  Continue Reading

• What exactly is included in the Microsoft VDA license cost?

  The Virtual Desktop Access license lets users remotely access Windows from more types of devices, but it costs more than Software Assurance.  Continue Reading

• What are the different types of private branch exchange systems?

  The types of PBX systems available shifted after the advent of Internet Protocol, according to IP telephony expert Jon Arnold.  Continue Reading

• Are there advantages to using the public switched telephone network?

  You may have to sacrifice some advantages of the public switched telephone network if you switch to VoIP, says telephony expert Jon Arnold.  Continue Reading

• How can I easily switch between an external webcam and a built-in one?

  Video expert Steve Campbell answers a question about built-in and external webcams. Certain factors affect the quality of your experience, he says.  Continue Reading

• Ways to detect and delete duplicate files in Windows systems

  Our enterprise desktop expert answers a question about some third-party tools for eliminating duplicate files in Windows desktops.  Continue Reading

• When does it make sense to employ an external webcam?

  The decision of whether to use an external webcam depends on what you intend to use video conferencing for, says video expert Steve Campbell.  Continue Reading

• How does VoIP performance differ over LAN, WAN and other networks?

  Environment affects VoIP performance, so it's important to consider how VoIP best fits in your environment is important, our UC strategies expert explains.  Continue Reading

• What is the SVC Codec and how is it used?

  The SVC codec is an extension to the H.264 standard for video encoding used by many equipment manufacturers, explains our video conferencing expert.  Continue Reading

• Can smartphones get viruses and spread them to the network?

  Today's powerful smartphones can sometimes spread viruses to the corporate network. Learn how it can happen and how to prevent it.  Continue Reading

• The value of toll bypass in the enterprise

  IP telephony expert Jon Arnold explains the value of toll bypass in an IP telephony setup, detailing why enterprises should consider it as an option while tempering cost-savings expectations.  Continue Reading

• Identifying and developing an ERP interface

  When working with ERP and other manufacturing software systems, it's important to understand the difference between an ERP interface and ERP integration. In this expert response, learn about developing ERP interfaces.  Continue Reading

• How to fix a slip print-out error in an SAP Smart Form

  An SAP user is looking to fix an error with a packing slip print-out in an SAP Smart Form.  Continue Reading

• Assigning personnel numbers in SAP HR

  An SAP HR users wants to know how to assign a person to two different personnel numbers in SAP HR while generating a single invoice.  Continue Reading

• Using separate trading partner fields in SAP function FB01

  An SAP R/3 4.7 user wants looking to post a document entry using different trading partner fields for credit and debit for function FB01.  Continue Reading

• Creating an SAP IDoc for sales orders

  A SearchSAP.com reader wants to know how to create an SAP IDoc along with sales order details when sales orders are created, changed or cancelled.  Continue Reading

• Using SAP standard reports to track changes in SAP HR

  A SearchSAP.com reader is looking for a standard report that can track changes made to the hierarchy of SAP HR with SAP transaction code PPOME.  Continue Reading

• Which call center billing model should I use?

  What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both and how to best apply them in the contact center.  Continue Reading

• Using SAP change documents to make change logs visible

  A SearchSAP.com reader who is writing a program to update SAP tables wants to know how to make updates visible in a change log by using an SAP change document.  Continue Reading

• How can I measure call center agents' unavailable and "not ready" time?

  Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center.  Continue Reading

• Three management tips for overseeing call center agents on night shift

  There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents.  Continue Reading

• Using audit report to track changes to employee data in SAP HR

  Find out how to track changes to employee data using an audit report in SAP HR, and learn how to configure the audit report to pick up changes to the data retroactively.  Continue Reading

• Configuring SAP EDI for sales orders

  Learn how to configure SAP EDI for sales orders.  Continue Reading

• Locating user email addresses in SAP SU01 transaction code

  A SearchSAP.com reader who stores user email addresses within the SAP SU01 transaction code and wants to know where to locate the data.  Continue Reading

• Creating a function group for an SAP ABAP table maintenance generator

  Learn how to create a function group and authorization group using an SAP ABAP table maintenance generator on a Z table.  Continue Reading

• How can I get an ABAP program displaying Excel data to wrap text?

  Learn how to display details from a Microsoft Excel database table using the Wrap Text function when developing an SAP ABAP program.  Continue Reading

• Retrieving content from an SAP workflow attachment

  An SAP user wants to know how to retrieve the content of an SAP workflow attatchment.  Continue Reading

• Does hot seating in the call center affect agent morale?

  Learn about hot seating in the call center and find out how it can have a positive and negative impact on agent morale and productivity in this expert tip.  Continue Reading

• Pros and cons of auto-response software in the call center

  Auto-response software often gets mixed reviews from both call center professionals and customers. Learn the pros and cons of using auto-answer and auto-response software in the call center from expert Donna Fluss.  Continue Reading

• Make function module calls in SAP from an external system

  How to make function module calls in SAP from an external system  Continue Reading

• Error when clicking the SAP GUI logon button

  An SAP user receives a curious error message when he clicks the logon button in the SAP GUI.  Continue Reading

• Fixing inconsistencies in TemSe and Spool systems

  I have found some inconsistencies in TemSe and in the Spool system. Please let me know the causes of these inconsistencies. How can I analyze and rectify these inconsistencies?  Continue Reading

• What does the Parameter tab mean in SU01

  In SU01, what does the tab Parameter mean?  Continue Reading

• Changing a customer message priority level after it's sent

  I mistakenly sent a customer message with the wrong priority level. How can I change the priority level of the message sent?  Continue Reading

• Call center rules and regulations: Why are they so strict?

  Learn the purpose of call center rules and regulations in this tip from Donna Fluss, including how and why call center managers control the number of scheduled agents according to the forecasted call volume, using workforce management (WFM) ...  Continue Reading

• Deleting entries from a dynamic table

  I have dynamic internal table . How do I delete entries from this table on the basis of some condition.  Continue Reading

• Display the subtype text for an infotype

  I am making an HR report in ABAP wherein I need to display the subtype texts for infotype 0045. How do I find the table where I can get this text field?  Continue Reading

• Setting soft breakpoints in ABAP that reside in Smart Forms

  I've always set hard-coded breakpoints in ABAP code that reside in a Smart Form. Is it possible to set soft breakpoints instead?  Continue Reading

• What's the difference between collaboration and web conferencing?

  Although the terms "collaboration" and "web conferencing" are similar, there are subtle differences in their meanings that can better help you understand what they are and what they do.  Continue Reading

• Viewing a list of SAP interfaces

  Is there a way to view a list of SAP interfaces such as RFC, BAPI and ALE?  Continue Reading

• Adding a navigational attribute to an existing InfoObject

  We have a scenario where we would like to add one additional navigational attribute to an existing InfoObject (currently there are already two navigation attributes). My question is what needs to be done to the Planning Object Structure in APO DP ...  Continue Reading

• What's the difference between ODS and DSO in SAP BI?

  In SAP BI, what is the difference between ODS and DSO?  Continue Reading

• What's the difference between speech recognition software and voice tags?

  Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip.  Continue Reading

• Changing the hostname in a server migration

  I am trying to do server migration from an existing server to a new server (though it is same OS). We will need to change the hostname for this. What is the best method or process for this task? Is there anywhere else it stores hostname info apart ...  Continue Reading

• Call center scheduling: How to manage Auxiliary or unavailable time

  Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time.  Continue Reading

• Can I delete certificates from the CA?

  Learn how you can manage Microsoft security certificates and improve Internet Information Services (IIS) security.  Continue Reading

• Retroactive accounting period differences

  What is the difference between "earliest Retroactive accounting period" and "Retroactive accounting date"?  Continue Reading

• Conducting a CRM system and process audit

  Expert Paul Greenberg offers advice on conducting an audit of CRM systems and processes.  Continue Reading

• How to evaluate call center quality analyst performance

  Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach.  Continue Reading

• How to use GPOs to deny folder permissions

  You can use a Group Policy Object (GPO) to deny folder permissions in Windows. Find out how to manage folder permissions with GPOs with this advice from Kevin Beaver.  Continue Reading

• Calculating the call center agent seat utilization ratio

  Lori Bocklund explains how to calculate the seat utilization ratio for a call center with a formula using call center agents and number of call center seats.  Continue Reading

• What can a VoIP phone do that a landline phone cannot?

  This expert response outlines the basic differences between a VoIP phone and a POTS phone.  Continue Reading

• Problems with the output device 'LOCL'

  I am setting up shop papers (PM) in Smart Forms using Helvetica font. The shop papers were designed with output device LOCL. The output changes (spaces between words) based on the output device. How do I fix this?  Continue Reading

• Prevent copying files from shared folders to remote computers

  It's a tricky issue -- how to stop users from copying files from shared folders. Learn how to manage a user's file and folder copying rights with this advice from Windows security expert Kevin Beaver.  Continue Reading

• Comparing locally managed and dictionary managed tablespaces

  What is the difference between a locally managed and a dictionary managed tablespace, and what are the benefits of using a locally managed tablespace?  Continue Reading

• What do the .att and .pat files from a support package extraction contain?

  When we extract the .car file from our support pack we get .att and .pat files. What data do these files contain?  Continue Reading

• How can understanding customer value lead to successful marketing?

  According to Lior Arussy, understanding customer value can lead to successful marketing if you target those customers with the highest potential value, not just those with the highest actual value.  Continue Reading

• How do I create a link in an email message that executes a workflow item in R/3?

  A reader asks how to make it so that a user will receive an email in Outlook with a link that takes them to the appropriate transaction (in change mode) of the exact document that needs to be processed.  Continue Reading

• How do I fix errors in an automatic workflow customization?

  When performing an automatic workflow customization, "RFC User could not be created" appears.  Continue Reading

• Reverting transport request changes

  Can it hurt anything to go back to the original version of SAP without the new objects generated by transport requests? Bert Vanstechelman sheds some light on the matter.  Continue Reading

• What are the best practices for pricing configuration?

  A reader states, "our pricing and contract management is a mess" in SA. Expert Srini Katta offers some general suggestions for determining a pricing configuration.  Continue Reading

• Restricting user permissions in folders

  If you have a question about managing the permissions of a folder in your domain, this advice from Jonathan Hassell tells you how to set those permissions and prevent users from deleting that folder.  Continue Reading

• New call center agents -- top 10 pitfalls

  Common areas of call center agent weakness are largely due to inexperience in handling live (and sometimes frustrated and nasty) customers, and a lack of in-depth knowledge of systems, products, policies and procedures. Most of these areas can be ...  Continue Reading

• Listing TCODE transactions used to view what users are logged in to SAP

  Does an authorization code exist to collect a list of all TCODEs and users logged in to SAP during a time period?  Continue Reading

• Making a Windows folder read-only

  Windows hardening expert Jonathan Hassell explains how to make a Windows folder that multiple users share read-only.  Continue Reading

• Using subject matter experts (SME) to develop call center managers

  Learn the benefits of promoting star agents to subject matter expert positions (SME) where they work under the call center supervisor.  Continue Reading

• How do you define flow out calls?

  Call center expert Lori Bocklund answers a reader who's using Avaya reports and is wondering about flow out calls, and whether they are the sum of abandoned and blocked calls.  Continue Reading

• Printing multiple line items in a box for a purchase order

  What could cause a box command to print line items only once instead of multiple times? Expert Mark Smithson surmises the answer.  Continue Reading

• Printing addresses without a country line using SAPscript

  The address key is handy for printing addresses, but what if you don't want the country name printed? Expert Mark Smithson lets you know how to disable the country line.  Continue Reading