Important Notes

Blind transfer with UCCE 11.6

Prior to UCCE 11.6, UCCE did not send a response when an agent initiated a blind transfer. To support proper blind transfer scenarios, Connects for SAP generates those responses internally. As of UCCE 11.6, Cisco changed the behavior and sends a response to such transfers. In order to execute a blind transfer properly with UCCE 11.6, use the following ES-Flag:

[Dynamic]
 EsFlags={<current value> + 0x00000040}

Default Password in CRMConnectorSAP config file

Passwords in CRMConnectorSAP config-ini file must be re-encrypted. The application CreateCRMConnectorSapPassword.exe is available for this purpose.

[Config]
 AgentDefaultPassword=<EncryptedPassword>
 CtiClientPassword=<EncryptedPassword>

Usage of CCE/CCH Congestion Control regarding media tasks

Upon the first route error that the CRMConnectorSAP receives from CCE/CCH via the MediaManager for a specific action item, a reroute to the configured default script selector (configuration setting MediaMailDefaultScriptSelector or MediaOthersDefaultScriptSelector) is triggered. If CRMConnectorSAP receives for one particular action item route request two times the same route error, the routing for this action item is cancelled. By using the Connects for SAP’s Action Item Archive feature all information for the terminated action item is stored into the CRMConnectorSAP’s action item routing archive. With the aid of this archive, a b+s Customer Services representative can easily resend one or multiple action items to the CRMConnectorSAP to route it to CCE/CCH again.

Please be aware that CCE/CCH Congestion Control, which is available as of CCE/CCH version 9.0, is only supported with a Treatment Mode of “Terminate with Dialog Fail/RouteEnd”.

Maximum Queue Size for media tasks

The maximal allowed number of concurrent queued tasks over all media domains in CCE/CCH is 10’000. This includes media routing tasks as well as voice calls. As of MediaManager version 2.4.0, there is a new configuration setting which controls the maximum number of concurrent tasks in MediaManager itself. If the configured limit is reached, route requests by MCIL clients, like CRMConnectorSAP, are answered with an overflow-label.

[MRI]-Section

Key	Ini-Default	Range	Description
MAX_QUEUED_TASKS	5000	1-10000	The maximal number of concurrent tasks that MediaManager sends to CCE/CCH.
MAX_QUEUED_TASKS_LABEL	OVERFLOW	-	The label that is returned on MCIL interface if the limit of MAX_QUEUE_TASKS is exceeded.