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Version: 2.3

Features and Limitations

Features​

This section lists all features that are supported in b+s Connects for SAP 2.3.3.3:

General​

  • Agent login via the SAP ICWC
  • Flexible agent login
  • Agent Not Ready Reason Codes
  • Wrap-up (voice and chat)
  • Wrap-up timer (voice and chat)
  • Cisco Single Sign-On (SSO)
  • Universal queuing (voice, action items, chat)
  • CCE/CCH ScriptSelector based routing (action items, chat)
  • Agent call and media states are displayed in the agent’s language on the SAP ICWC
  • Data like CCE/CCH call, ECC variables, or ECC array variables (voice only) Caller Entered Digits (CED), DNIS etc. can be transmitted from CCE/CCH to SAP CRM and vice versa. For more information, please see Event Transmission)
  • SAP attached data can be transferred for all chat transfers across multiple CCE/CCH peripherals using a central DataStore
  • CCE/CCH reporting within Cisco Unified Intelligence Center (CUIC)
  • Encryption and security of SAP ICI via HTTPS/SSL
  • SAP ICI Item Identifier and CCE/CCH Call and MediaTask Identifier can be transmitted across the system
  • Cisco CTI OS Supervisor Desktop or Cisco Finesse Supervisor Desktop can be used to supervise
  • Secured connection to SAP CRM, CtiSvc and DataStore are possible
  • SAP Agent Presence
    • Search term
    • Collaboration options
  • Multi-Session:

Voice​

  • Cisco Unified Mobile Agent
  • SAP attached data can be transferred for call transfers and call conferences across multiple CCE/CCH peripherals using a central DataStore
  • Optional Wrap-up
  • Inbound calls
  • Manual outgoing calls
  • Warm call transfers
  • Blind call transfers
  • Consult conference calls
  • Toggle (alternate) calls
  • CUCM-based Silent Monitoring (restrictions apply e.g. no supervisor functionality)
  • Enhanced Dialing Scheme Settings (complete ingoing- and outgoing numbers)
  • Cisco Unified IP Phones (restrictions apply, please refer to chapter 4.4 Cisco IP Phones)
  • Allow reconnect for hold call
  • Transfer hold call
  • Drop conference participants from a conference
  • CCE/CCH or CUCM Auto-answer

Outbound Option​

  • Outbound voice channel
    • Present automated outbound calls, executed by the Cisco Outbound Option Dialer, to agents on SAP ICWC (preview, direct-preview, predictive/progressive dialing mode)
    • Scheduling callbacks
    • Call classification
  • Transfer call-lists from SAP CRM to Cisco CCE/CCH via the SAPphone (RFC) interface
    • SPS_PDLISTTRANSFER
  • Other supported SAPphone (RFC) functions:
    • XCHGVERSION (to transmit version information)
    • XCHGPARAMS
  • Base64-encoding of the SAP Call ID, used to uniquely identify an outbound call in SAP, so that it can be imported by the CCE/CCH Outbound Option’s Import Rule

Action item (ERMS-push, tickets, faxes, sales orders etc.)​

  • Action item recovery mechanism
    • CRMConnectorSAP has the ability to store information about active action item route requests. This enables the recovery of unfinished action item route requests in case of a restart of the CRMConnectorSAP
  • Action item archiving mechanism
    • CRMConnectorSAP has the ability to store all important information of a routed action item in a file. With the aid of such a file, b+s’ Customer Services can easily resend a particular action item to the CRMConnectorSAP to route it to CCE/CCH again
  • Queued action item route requests will be recovered if a restart or failover of the CRMConnectorSAP or MediaManager service occurs. However, there may appear restart or failover situations where single pending route requests might not be fully recovered
  • An agent using the SAP ICWC can handle up to 6 action item sessions simultaneously (restrictions apply)

Chat​

  • Agent-to-skill-group chat transfer
  • Agent-to-agent chat transfer
  • CCE/CCH routing of chat requests based on information entered by chat user
  • An agent using the SAP ICWC can handle up to 5 chat sessions simultaneously (restrictions apply)
  • Use value provided in an ECC or call variable as chat-address towards SAP
  • Encryption of the XMPP communication between the ChatConnector and the chat server is supported

Limitations​

The following section lists all unsupported features and limitations of the b+s Connects for SAP 2.3.3.3:

General​

  • UCCX is not supported
  • SAP Business Routing / Accessing SAP Business Data is not supported
  • Configuration synchronization between CCE/CCH and SAP is not supported
  • Upload of reporting data from CCE/CCH to SAP through the Connects for SAP is not supported
  • Real-time reporting information in the SAP frontend transmitted through the Connects for SAP is not supported
  • The maximum of ECC variables overall is 30
  • The maximum of ECC array variables overall is 10 (voice only)
  • The maximum number of match lines in the CtiNumberInternMatchList-setting of the CRMConnectorSAP is 20
  • The maximum number of match lines in the CtiNumberMatchList-setting of the CRMConnectorSAP is 100
  • The Connects for SAP has no influence on existence of buttons etc. on the SAP ICWC
  • SAP Work Center ID is limited to 54 characters
  • Agent Logout Reason Codes are not supported. If you work with Logout Reason Required on CCE side, please use parameter CtiRequiredLogoutReasonCodeDefaultValue in CRMConnectorSAP.ini
  • Integration of third party user interface components is not supported
  • SAP Queue Presence is not supported
  • If an agent is pulled out of wrap up automatically because the CCE/CCH wrap up timer expires, its state will be the same as in CCE/CCH
  • Email and chat routing (and re-routing) in environments with multiple CCE/CCH Agent PGs is limited to the agents connected to the local CCE/CCH Agent PG
  • If an agent handles an active chat session and initiate an outgoing call within the same SAP session tab, ending the wrap-up after the call will also terminate the active chat session
  • If a failover of the CCE/CCH PG or CTI Server occurs, the owner of a phone conference will no longer be identifiable via the agent’s ICWC. All participating agents will be displayed as conference participants
  • If a restart of the MediaManager service occurs, all agents who are working on a routed action item are automatically set to not ready by the CRMConnectorSAP. All other agents are not affected
  • Chat conversations cannot be recovered in the event of a restart or failover of the CRMConnectorSAP service, MediaManager service or of the ChatConnector service occurs
  • If an agent is working on a routed action item when an unexpected shutdown of the SAP ICWC occurs, the action item is not recovered when the affected agent logs in again. Furthermore, the affected agent has to logout and re-login to become available again

Voice​

  • Multiple lines on agent phones
  • Desktop or SPAN-based Silent Monitoring is not supported
  • No supervisor functionality for Silent Monitoring
  • By default, incoming direct calls (not routed by CCE/CCH) are displayed on the SAP ICWC even if the called agent is already working on a common e-mail. However, if the agent is working on a routed call incoming direct calls are not displayed on the SAP ICWC and must be handled directly on the hard phone. This behavior can be configured.
  • Call Waiting feature on UCM must be disabled for agent phones used by SAP agents
  • If an agent is in wrap up state (Work Ready or Work Not Ready) and either gets a direct call on his phone or executes a manual outgoing call, the agent may be pulled out of wrap up by the CRMConnectorSAP

Outbound Option​

  • If an agent receives a scheduled callback too early, i.e. the scheduled call is signaled to the agent’s SAP ICWC before the originally specified callback-time, the message “Call Time is not reached yet” is displayed and the automatic account identification is not triggered
  • The SAP ICWC allows an agent to navigate to the preview screen and select a rescheduling reason regardless of the state of an outbound call (alerting, connected, wrap up). However, only rescheduling reasons that are selected while an outbound call is connected are transmitted to CCE/CCH. The same applies to selected callback times and to call classifications like answering machine and fax
  • The SAP ICWC does not allow an agent to specify a certain callback phone number when a call is rescheduled
  • SAP ICWC stipulates that the specification of a callback time is mandatory regardless of the selected rescheduling reason, even if this does not make sense for reasons, which are used to classify an outbound call (e.g. fax or wrong party). If SAP Note 1993571 has been installed, the specification of a callback time is optional for all reasons
  • By clicking on the SAP ICWC’s “Reject”-button a Reject-Close-event is signaled towards CCE/CCE, which closes the call record, so it will not be called again. For personal callback outbound calls pressing on “Reject” triggers the transmission of a Reject-event.
  • SAP allows that for each phone number of a call-list entry a separate time range to call the customer can be specified. However, as CCE/CCE Outbound Option does not support this functionality CRMConnectorOutboundSAP writes one time stamp per call-list entry into its CSV-file.
  • SAPphone (RFC) functions:
    • SPS_MODIFY_PDCALL to modify a transmitted call-list
    • SPS_DELETE_PDCALL to delete a transmitted call-list
    • SPS_STATCAMPAIGN to retrieve statistical information for a campaign
    • SPS_CAMPAIGNS_GET to determine campaigns that are completely or partly active
    • SPS_ASSIGNED_CAMPAIGNS_GET to determine the campaigns into which a certain call has been downloaded
  • SAP limits the amount of call-list entries per list to 1000 (thousand). To exceed this limit, please contact SAP.

Action item (ERMS-push, tickets, faxes, sales orders etc.)​

  • Action item transfer (ERMS-push, Tickets, Fax etc.) through CCE/CCH is not supported. An agent can only transfer an email directly to another email address using common email communication channels (Microsoft Exchange etc.)
  • Wrap-up with action items is not supported by SAP CRM
  • The maximum number of concurrent queued action items in the CRMConnectorSAP-service is 20000
  • If CCE/CCH rejects route requests for a particular action item twice due to Congestion Control, the affected action item is terminated at the CRMConnectorSAP (restrictions apply, please refer to Congestion Control.

Chat​

  • Invitation of additional participants into chat sessions is not supported
  • Only chat text messages are currently supported. MIME types messages such as audio, video, image and attachments are not supported
  • Maximum number of characters in a single chat message is 12,000
  • XMPP anonymous login is not supported
  • ChatConnector service only communicates to the 3rd party chat server using the XMPP protocol
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