Live Activity
Calls handled via b+s Connects for SAP C4C create and update existing live activities in SAP C4C by sending client side events via the postMessage() method.
Consultation and conference calls do not create or update live activities since this would result in multiple activities for the same customer call.
Please refer to Click-to-dial for more information regarding pre-created activities.
Adding CTI data to activities
The data provided in activities can be customized. The mapping is made by passing a JSON object, where the key refers to CTI data values and the value refers to an activity field.
{
"< CTI-Key-1 >": "< Live-Activity-Field-Name-1 >",
"< CTI-Key-2 >": "< Live-Activity-Field-Name-2 >"
}
This configuration is passed via the gadget URL defined in the Live Activity Configuration. See Configuration for an example.
Possible CTI-keys
| Value | Description |
|---|---|
| callVariable1 | Cisco Contact Center call variable 1 |
| ... | |
| callVariable10 | Cisco Contact Center call variable 10 |
| user.eccVariableName | Cisco Contact Center Extended call variable. The name is dependent on the ECC Variable name |
| callType | Cisco Finesse Call Type |
| DNIS | Cisco Finesse DNIS |
| dialedNumber | Cisco Finesse Dialed number |
| established | Date of call establishment, formatted based on ISO 8601 |
| outboundClassification | Cisco Finesse Outbound classification |
| callKeyCallId | Cisco Finesse Call Key Call ID -> Router call Key (CCE only) |
| callKeyPrefix | Cisco Finesse Call Key Prefix -> Router call Key Day (CCE only) |
| mediaId | Cisco Finesse Media ID |
| queueName | Cisco Finesse Queue Name |
| queueNumber | Cisco Finesse Queue Number |
| termination | Date of call termination, formatted based on ISO 8601 |
| wrapUpReason | Cisco Finesse Wrap-Up Reason |
Refer to the Cisco Finesse documentation for more information about these variables.
Possible Live-Activity-Field-Name's
The following fields can be used to apply CTI-data to:
| Field | Description |
|---|---|
| DNIS | The number dialed |
| BP | The caller's account ID |
| TicketID | The ID of a ticket associated with the call |
| SerialNo | A registered product serial number |
| Caller's e-mail address | |
| Custom_1-4 | Four fields you can use to pass any other call data |
| Transcript | Chat transcript passed back to system once chat is ended |
Reserved fields
The following fields cannot be customized and are automatically provided by the gadget (if available).
| Field | Description |
|---|---|
| ANI | The caller's number, with applied transformation rules |
| CID | The client ID. CISCO9876 is sent. |
| Event | CALL_ALLOCATED, CALL_CONNECTED or CALL_DISCONNECTED based on the current call state. |
| EventType | Inbound, Outbound, UpdateActivity or Transfer based on the call type. |
| Type | Type of the activity. Defaults to CALL. |
| ExternalReferenceID | Unique call ID in the CTI system. |
| ActivityUUID | Phone call activity UUID (available when initiating calls via Click-to-Dial. |
Click-To-Dial
Click-to-Dial is provided by SAP C4C. b+s Connects for SAP C4C listens to events from SAP C4C in order to initiate calls based on the event received.
When initiating calls via Click-to-Dial, SAP automatically creates an activity before sending the event to b+s Connects for SAP C4C. This activity will be used by the gadget hence no second activity is created.
Consultation calls
When an agent already has an active call, Click-to-Dial events will initiate a consultation call. Regardless of whether the call is an outgoing call or a consultation call, SAP C4C creates an activity before sending the Click-to-Dial event to the gadget. Since consultation calls are internal calls, the gadget will never update activities created by SAP C4C for consultation calls nor create new activities.