Agent Login

Introduction

To login as an UCCE agent, the SAP CRM user has to specify the so called "Work Center ID" with corresponding data. This memo outlines the different login scenarios how a SAP CRM User can login into UCCE including a detailed description about required and optional parameters.

Flexible Agent Login

The agent’s login type is controlled by the following configuration setting in the CRMConnectorSAP:

AgentLoginType

The possible login types are as followed:

AgentLoginType=0 -\> login "*agentid;password;device[;p][m[2-6]][c[2-5]]*"

AgentLoginType=1[^1] -\> login "*password;device[;p][m[2-6]][c[2-5]]"*

AgentLoginType=21 -\> login “*device[;p][m[2-6]][c[2-5]]"*

AgentLoginType=5[^2] -\> login "agentname;*password;device[;p][m[2-6]][c[2-5]]"

Where parameters are replaced by “m” for action items, “c” for chat or “p” for phone. For support of multiple media formats, the media types can be combined. For example, “pmc” would log the agent in for voice, action items, and chat.

To use shadow login functionality, the parameter “SL” for shadow login can be added as well. For example, if an agent wants to use voice and shadow login the parameter “pSL” would be applicable. To u∏se Shadow Login, the AgentShadowLogin must be set to “2”. For more information regarding Shadow login please refer to Shadow Login.

note

Note: Regardless of which agent login type is used, the agent must always login to the SAP system with the regular SAP login information first before they are forwarded to the SAP work center login screen.

The following figure shows an SAP work center login screen using AgentLoginType=0.

Available Parameters

The following parameters are available to enable different ways to login a SAP CRM Users as an agent into UCCE.

[Config]
Key	Default	Range	Description
AgentDefaultPassword	“”		If all agents use the same password, agents do not use to set a password anymore if this parameter is set. Can be used with AgentLoginType 1, 2 and 5 and AgentLoginSwitchMask when 0x1 set. This Field is encrypted!
AgentLoginType	0	0,1,2,5	Define, how agents login into UCCE 0 = login with ‘agentid;password;device[;media]’ 1 = login with ‘password;device[;media]’ 2 = login with ‘device[;media]’ 5 = login with ‘agentname;password;device[;media]’ Media: m = mail, c = chat, p = phone
AgentLoginNameSearchMask	0x41	0..	Defines upon what UCCE agent fields the mapping is made 0 only FullName 0x01 LoginName 0x02 ShortName 0x04 LastName 0x08 FirstName 0x40 LoginID 0x1000 Name as shortname 0x2000 Mach Case
		0x307f
AgentLoginSwitchMask	0x1	0..0x7	Defines the login flags 0x01 Use Default Password 0x02 Ignore password by SSO 0x04 Use Agent ID as Device ID 0x08 Ignore device by agent config set 0x10 Optional Pre ConfigSet ID 0x20 Required Pre Config Set ID
AppPhoneEnabled	1	0=off, 1=on	Defines if Phone Channel is used
AppChatEnabled	0	0=off, 1=on	Defines if Chat Channel is used
AppActionRoutingEnabled	0	0=off, 1=on	Defines if Action Routing Channel is used

Elements of Work Center ID

In this chapter, the different elements and parts of the Work Center ID are outlined and explained.

When UCCE Agent fields are referenced, it always refers to the “Agent Explorer” of the UCCE Admin Workstation’s Configuration Manager.

Agent Login Types

SAP CRM User Name does not map to one of the UCCE Agent fields

The SAP CRM User Name does not correspond to any of the UCCE Agent fields.

With this login Scenario, the AgentLoginTypes 0 and 5 can be used (default: AgentLoginType=0)

SAP CRM User Name maps to one of the UCCE Agent fields

The SAP CRM User Name corresponds to the UCCE Agent ID or the UCCE AgentName.

With this login scenario, the AgentLoginType 1 can be used. As the SAP CRM User Name is equal to the UCCE Agent ID or UCCE Agent Login Name, this parameter is no longer part of the Work Center ID and therefore must not be specified.

Using Agent Login Name Search Mask

The UCCE “Agent Explorer” on the Admin Workstation provides various fields that can be used for the mapping. The required fields to login an agent must be mapped using the AgentLoginNameSearchMask. The following flags are available:

0x1: LoginName (full name check)

0x2: ShortName (name without the domain; check)

0x4: LastName

0x8: FirstName

0x40: LoginId (AgentId)

Several fields can be combined bitwise, if there is a need that the mapping refers to different fields. The fields can be added as required into the mask. Hence, when searching for an agent, the defined fields are always included:

AgentLoginNameSearchMask=0x41

• 0x1 LoginName
• 0x40 LoginId

In the example above, the SAP CRM User can work with either the Agent ID or the Agent Name.

If a SAP CRM User only works with the Agent Name field, the mask would look like this:

AgentLoginNameSearchMask=0x1

• 0x1 LoginName

Create Default Password

If all agents work with the same password and the default password specified in the CRMConnnectorSAP.ini-file, the agents do not need to enter a password in the Work Center ID field.

In order to utilize a default password, it needs to be encrypted first, then insert into the CRMConnectorSAP.ini-File. An encrypted password can be generated by the b+s utility, CreateEncryptedPassword.exe.

It is located in the following directory:

C:\Program Files(x86)\BucherSuter\MCAforSAP\CRMConnectorSAP\CreateEncryptedPassword.exe

First, enter your desired password and press “Create”:

As a result, an encrypted string of the password will be generated and displayed in the dialog box. Copy this string and paste it into the CRMConnectorSAP.ini in the configuration section:

[Config]
AgentDefaultPassword=4a2bqda6dc09927bf84970aad98f46451dc1d33c63c7
...

Channels

CRMConnectorSAP allows agents to login into UCCE with three different Channels: Voice (Phone), Mail, and Chat:

• P: Phone
• M: Mail
• C: Chat

To empower the agents to use a particular channel (e.g. Mail), the appropriate setting has to be set in the CRMConnectorSAP.ini-file. For Mail and Chat, the environment needs to be setup as well. The channels are controlled by the following parameters:

• P: AppPhoneEnabled=1 (default 1)
• M: AppActionRoutingEnabled=1 (default 0)
• C: AppChatEnabled=1 (default 0)

How many chats and mails can be delivered to the agent simultaneously can be defined in the channels field from Work Center ID. To do this, the number 1 - 6 must be defined after channel ‘M’ or ‘C’.

• M[x]: Mail
• C[x]: Chat

That means for two mails and three chats in the channel field: M2C3 If this value is not specified, the default value from the CRMConnectorSAP.ini-file will be applied. The maximum values are defined in the CRMConnectorSAP.ini-file as well.

[Config]
AppActionRoutingDefaultSession=[1-6]
AppActionRoutingMaxSession=[1-6]
AppChatDefaultSession=[1-6]
AppChatMaxSession=[1-6]

Agents are always able to overwrite the default values of the CRMConnectorSAP.ini-file. However, if no Channels are specified within the Work Center ID, the configured values of the ini-file are applied.

Additional Parameters:

SL: Shadow login. AgentShadowLogin must be set to 1 or 2

Example 1:

[Config]
AppPhoneEnabled=1
AppActionRoutingEnabled=1
AppChatEnabled=1
...

AgentLoginType=0

Work Center ID = “AgentId;Password;Device[;Channels]“

Case 1

Work Center ID = “13000;1713;3320“

• Phone, Mail and Chat

Case 2

Work Center ID = “13000;1713;3320;PM“

• Phone and Mail

Example 2:

[Config]
AppPhoneEnabled=1
AppActionRoutingEnabled=0
AppChatEnabled=1
...

AgentLoginType=0

Work Center ID = “AgentId;Password;Device[;Channels]“

Case 1

Work Center ID = “13000;1713;3320“

• Phone and Chat

Case 2

Work Center ID = “13000;1713;3320;PM“

• Failure: Media is not available

Case 3

Work Center ID = “13000;1713;3320;C“

• Chat

Mobile Agent

CCE offers the Cisco Unified Mobile Agent feature which allows an agent, using any PSTN phone and a broadband VPN connection to function like a CCE agent sitting in a common call center using a Cisco IP Phone monitored and controlled by CUCM. Connects for SAP supports the use of the Cisco Unified Mobile Agent feature.

There are two Cisco Unified Mobile Agent modes: Nailed Connection and Call by Call. Both of them can be used with Connects for SAP.

Setting	Description
CtiMobileAgentType	Defines the used Cisco Unified Mobile Agent mode. Applies to all agents. 1 = Call by Call 2 = Nailed Connection

In the Cisco ICM Agent Desk Settings section “Enable Cisco Unified Mobile Agent”, the option “Agent chooses” should be selected. By choosing this option, the CtiMobileAgentType setting in the initialization file of the CRMConnectorSAP defines the Cisco Unified Mobile Agent mode.

The two other ICM Agent Desk Settings options Call by call and Nailed connection should not be used. If one of these two options is selected, the CtiMobileAgentType setting in the CRMConnectorSAP must be identical.

To login an agent as a mobile agent, the SAP Work Center ID must have one of the following formats:

AgentLoginType=0-> login "agentid;password;mobileport.device[;p][m[2-6]][c[2-5]]"

AgentLoginType=1 -> login "password;mobileport.device[;p][m[2-6]][c[2-5]]"

AgentLoginType=2 -> login “mobileport.device[;p][m[2-6]][c[2-5]]"

Example:

• AgentLoginType=0

• CtiMobileAgentType=1

• SAP user name = testagent

• CCE/CCH login name = testagent

• CCE/CCH agent ID = 11114

• CCE/CCH agent password = 11114

• Mobile Port = 7820

• Device = 52513

• Media = phone

Work Center ID = 11114;11114;7820.52513;p

It’s possible that the SAP User chooses the mobile type when logging in. To do this, the [dynamics]EsFlags= 0x4 must be set. Then the SAP User can choose the type himself with the extention .C or .N.

Example:

• AgentLoginType=0

• CtiMobileAgentType=1

• SAP user name = testagent

• CCE/CCH login name = testagent

• CCE/CCH agent ID = 11114

• CCE/CCH agent password = 11114

• Mobile Port = 7820

• Device = 52513

• Media = phone

Work Center ID with ‘Call by Call’= 11114;11114;7820.52513.C;p

Login Procedure

Login by AgentId

AgentLoginType=0

This is the default Login Type and requires the UCCE Agent ID in the Work Center ID. AgentLoginType=0 is used, if the SAP CRM User Name cannot be mapped to any available UCCE Agent fields and the SAP CRM User uses the UCCE Agent ID to login into UCCE.

The AgentLoginSwitchMask parameter can be used with this Login Type.

 [Config]
AgentLoginType=0
AgentLoginSwitchMask=0x0
...

If AgentLoginType=0 is used, the SAP CRM User has to enter the following parameters into the Work Center ID field when logging into UCCE.

Work Center ID = “AgentId;Password;Device[;Channels]“

Example:

With the AgentLoginSwitchMask, the following switches are available:

• 0x1: Use Default Password
• 0x4: Use the Agent ID as Device ID

Use Default Password Login Switch

AgentLoginSwitchMask=0x1

If no password should be set in the Work Center ID, then a default password can be configured in the CRMConnectorSAP.ini configuration file as described in Create Default Password. However, this requires that all agents have the same password.

[Config]
AgentLoginType=0
AgentLoginSwitchMask=0x1
AgentDefaultPassword=Encrypted\<1713\>
...

Work Center ID = “AgentID;Device[;Channels]“

Example:

Use Agent ID as Device ID Login Switch

AgentLoginSwitchMask=0x4

In this scenario the Agent ID and the Device ID are identical. Therefor the SAP CRM User does not need to specify the Device ID into the Work Center ID.

[Config]
AgentLoginType=0
AgentLoginSwitchMask=0x4
...

Work Center ID = “AgentId;Password[;Channels]“

Example:

Use the Default Password and Agent ID as Device ID Login Switches

AgentLoginSwitchMask=0x5 (0x1 + 0x4)

With this bitwise combined setting the SAP CRM user does not have to specify neither a password nor a device. This means that a default password is configured in CRMConnectorSAP.ini-file and the Device ID is identical with the Agent ID. However, this also requires that all agents have the same password.

[Config]
AgentLoginType=0
AgentLoginSwitchMask=0x5
AgentDefaultPassword=Encrypted\<1713\>
...

Work Center ID = “AgentID[;Channels]“

Example:

Login by Agent Name

AgentLoginType=5

This Login Type requires the UCCE Login Name without the domain in the Work Center ID. AgentLoginType=5 is used, if the SAP CRM User Name does not map to any available UCCE Agent fields and the SAP CRM User uses the Login Name to login into UCCE.

The AgentLoginNameSearchMask and AgentLoginSwitchMask parameter can be used with this Login Type.

If the SAP CRM User Name cannot be mapped to any available UCCE Agent fields, the AgentLoginType=5 is required. With this Login Type, all parameters have to be specified by the SAP CRM User. The AgentLoginNameSearchMask defines which UCCE Agent fields are compared.

[Config]
AgentLoginType=5
AgentLoginNameSearchMask=0x41
AgentLogQinSwitchMask=0x0
...

With AgentLoginType=5, the SAP CRM User has to specify the following parameters into the Work Center ID field when logging into UCCE.

Work Center ID = “Agent;Password;Device[;Channels]“

Example 1: Using AgentName

Example 2: Using Agent ID is possible too, if AgentLoginSearchMask=0x41 is set

With the AgentLoginSwitchMask the following two switches are available:

• 0x1: Use Default Password
• 0x4s: Use the Agent ID as Device ID

Use Default Password Login Switch

AgentLoginSwitchMask=0x1

If no password should be set in the Work Center ID, then a default password can be configured in the CRMConnectorSAP.ini configuration file as described in Create Default Password. However, this requires that all agents have the same password.

[Config]
AgentLoginType=5
AgentLoginNameSearchMask=0x1
AgentLoginSwitchMask=0x1
AgentDefaultPassword=Encrypted\<1713\>
...

Work Center ID = “Agent;Device[;Channels]“

Example:

Use Agent ID as Device ID Login Switch

AgentLoginSwitchMask=0x4

In this scenario the Agent ID and the Device ID are identical. Therefor the SAP CRM User does not need to specify the Device ID into the Work Center ID.

[Config] 
AgentLoginType=5
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x4
...

Work Center ID = “Agent;Password[;Channels]“

Example:

Use Default Password and Agent ID as Device ID Login Switches

AgentLoginSwitchMask=0x5 (0x1 + 0x4)

With this bitwise combined setting the SAP CRM user does not have to specify neither a password nor a device. This means that a default password is configured in CRMConnectorSAP.ini configuration file and the Device ID is identical with the Agent ID. However, this also requires that all agents have the same password.

[Config]
AgentLoginType=5
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x5
AgentDefaultPassword=Encrypted\<1713\>
...

Work Center ID = “Agent[;Channels]“

Example:

Login by SAP CRM User Name

AgentLoginType=1 requires that the SAP CRM User Name is identical either to the UCCE Agent ID or the UCCE Login Name. It is also used, if Single Sign-On (SSO) is enabled in UCCE.

The AgentLoginNameSearchMask and AgentLoginSwitchMask parameter can be used with this Login Type.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x0
...

For AgentLoginType=1, the SAP CRM User has to specify the following parameters when logging on using the Work Center ID field:

Work Center ID = “Password;Device[;Channels]“

Example 1: Using LoginName

With the AgentLoginSwitchMask=0x41 it is also possible to link the SAP CRM User name to the UCCE Agent ID.

With the AgentLoginSwitchMask, the following three switches are available:

• 0x1: Use Default Password
• 0x2: Ignore Password by SSO Agent
• 0x4: Use the Agent ID as Device ID

Use Default Password Login Switch

AgentLoginSwitchMask=0x1

If no password should be set in the Work Center ID, then a default password can be configured in the CRMConnectorSAP.ini configuration file as described in Create Default Password. However, this requires that all agents have the same password.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x1
AgentLoginSwitchMask=0x1
AgentDefaultPassword=Encrypted\<1713\>
...

Work Center ID = “Device[;Channels]“

Example:

Ignore Password by SSO Agent Login Switch

AgentLoginSwitchMask=0x2

If Single Sign On (SSO) is enabled in UCCE, then the SAP CRM User does not have to specify the password into the Work Center ID.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x2
...

No SSO Agent

Work Center ID = “Password;Device[;Channels]“

SSO Agent

Work Center ID = “Device[;Channels]“

Example 1: No SSO Agent

Example 2: SSO Agent

Use Agent ID as Device ID Login Switch

AgentLoginSwitchMask=0x4

In this scenario the Agent ID and the Device ID are identical. Therefor the SAP CRM User does not need to specify the Device ID into the Work Center ID.

[Config] 
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x4
...

Work Center ID = “Password[;Channels]“

Example:

Use Default Password and Agent ID as Device ID Login Switches

AgentLoginSwitchMask=0x5 (0x1 + 0x4)

With this bitwise combined setting the SAP CRM user does not have to specify neither a password nor a device. This means that a default password is configured in CRMConnectorSAP.ini configuration file and the Device ID is identical with the Agent ID. However, this also requires that all agents have the same password.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x5
AgentDefaultPassword=Encrypted\<1713\>
...

Work Center ID = “[Channels]“

Example:

Ignore Password by SSO Agent and Agent ID as Device ID Login Switches

AgentLoginSwitchMask=0x6 (0x2 + 0x4)

The SAP CRM User must not specify the password if he is a SSO agent. The SAP CRM User also does not have to specify the Device ID because the Device ID is the same as the UCCE Agent ID.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x6
...

No SSO Agent

Work Center ID = “Password[;Channels]“

SSO Agent

Work Center ID = “[Channels]“

Example 1: No SSO Agent

Example 2: SSO Agent

Login by SAP CRM User Name and Default Password

AgentLoginType=2 requires that the SAP CRM User Name is identical either to the UCCE Agent ID or the UCCE Login Name. It is also used, if Single Sign-On (SSO) is enabled in UCCE.

The AgentLoginNameSearchMask and AgentLoginSwitchMask parameter can be used with this Login Type.

[Config]
AgentLoginType=2
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x0
AgentDefaultPassword=Encrypted\<1713\>
...

For AgentLoginType=2, the SAP CRM User has to specify the following parameters when logging on in the Work Center ID field:

Work Center ID = “Device[;Channels]“

Example 1: Using LoginName

With the AgentLoginNameSearchMask=0x41 it is also possible to link the SAP CRM to the UCCE Agent ID.With the AgentLoginSwitchMask, the following switch is available:

• 0x4: Use the Agent ID as Device ID

Use the Agent ID as a Device ID Login Switch

AgentLoginSwitchMask=0x4

In this scenario the Agent ID and the Device ID are identical. Therefor the SAP CRM User does not need to specify the Device ID into the Work Center ID.

[Config]
AgentLoginType=2
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x4
AgentDefaultPassword=Encripted\<1713\>
...

Work Center ID = “[Channels]“

Example:

SSO

Required for SSO

To use SSO, a hard correlation between the SAP CRM User and a UCCE Agent must exist. Therefore only AgentLoginType=1 is allowed.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x2
...

For AgentLoginType=1 with SSO, the SAP CRM User has to specify the following parameters when logging on in the Work Center ID field:

Work Center ID = “Device[;Channels]“

Example 1: Using LoginName

With AgentLoginNameSearchMask=0x41 it is also possible to link the SAP CRM User name to the UCCE Agent ID.

With the AgentLoginSwitchMask, the following switch is available:

• 0x2: Ignore Password for SSO
• 0x4: Use the Agent ID as Device ID

Use the Agent ID as a Device ID Login Switch

AgentLoginSwitchMask=0x6 (0x2 + 0x4)

The SAP CRM User must not specify the password. The SAP CRM User also does not have to specify the Device ID because the Device ID is the same as the UCCE Agent ID.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x6
...

Work Center ID = “[Channels]“

Example:

SSO Hybrid Mode on UCCE

To use SSO, a hard correlation between the SAP CRM User and a UCCE Agent must exist. Therefore only AgentLoginType=1 is possible.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x2
...

For AgentLoginType=1, the SAP CRM User has to specify the following parameters when logging on in the work center ID field:

No SSO Agent

Work Center ID = “Password;Device[;Channels]“

SSO Agent

Work Center ID = “Device[;Channels]“

Example 1: No SSO Agent, using LoginName

Example 2: SSO Agent, using LoginName

With AgentLoginNameSearchMask=0x41, the SAP CRM User name can be linked to the UCCE Agent ID.

With the AgentLoginSwitchMask, the following two switches are available:

• 0x1: Use Default Password

• 0x2: Ignore Password for SSO

• 0x4: Use the Agent ID as Device ID

  Use Default Password Login Switch

Login without password

AgentLoginSwitchMask=0x3 (0x2 + 0x1)

If no password should be set in the Work Center ID, then a default password can be configured in the CRMConnectorSAP.ini configuration file as described in Create Default Password. However, this requires that all agents have the same password.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x3
AgentDefaultPassword=Encrypted\<1713\>
...

Work Center ID = “Device[;Channels]“

Example:

Use Agent ID as Device ID Login Switch

AgentLoginSwitchMask=0x6 (0x2 + 0x4)

In this scenario the Agent ID and the Device ID are identical. Therefor the SAP CRM User does not need to specify the Device ID into the Work Center ID.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x6
...

No SSO Agent

Work Center ID = “Password[;Channels]“

SSO Agent

Work Center ID = “[Channels]“

Example 1: No SSO Agent

Example 2: SSO Agent

Login without password and Agent ID as DeviceID Login Switches

AgentLoginSwitchMask=0x7 (0x1 + 0x2 + 0x4)

With this bitwise combined setting the SAP CRM user does not have to specify neither a password nor a device. This means that a default password is configured in CRMConnectorSAP.ini configuration file and the Device ID is identical with the Agent ID. However, this also requires that all agents have the same password.

[Config]
AgentLoginType=1
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x7
AgentDefaultPassword=Encrypted\<1713\>
...

Work Center ID = “[Channels]“

Example:

Config Sets

Multi Work Center ID

It is possible, that there is a need to have different AgentLoginTypes for the SAP CRM Users. Instead of having several CRMConnectorSAP instances with a particular AgentLoginType deployed, “Config Sets” can be configured. To use this option, the following parameters have to be set:

AppConfigSetUsed=1

[Config]
AppConfigSetUsed=1
...
[Config_1]
SetName=Set1
...

Valid Parameters and Descriptions

Following parameters are part of the [Config] section:

[Config]
Key	Default	Range	Description
AppConfigSetUsed	0	0=off, 1=on	In order to activate configuration sets, this value must be set to 1 and a configuration set name must be configured.

Nine different configuration sets can be defined. [Config_1] … [Config_9]. The following parameters can be used when using multiple Configuration Sets:

[Config_1] … [Config_9]
Key	Default	Range	Description
SetName	“”		Name of the configuration set. This field is required to enable configuration set.
AgentLoginType	0	0,1,2,5	0 = login with ‘agentid;password;device[;media]’ 1 = login with ‘password;device[;media]’ 2 = login with ‘device[;media]’ 5 = login with ‘agentname;password;device[;media]’ Media flags: m = mail, c = chat, p = phone
AgentLoginNameSearchMask	0x41	0..0x307f	Defines which fields from the UCCE Agent Explorer are compared: 0 only FullName 0x01 LoginName 0x02 ShortName 0x04 LastName 0x08 FirstName 0x40 LoginId 0x1000 Name as shortname 0x2000 Mach Case
AgentLoginSwitchMask	0x1	0..0x7	Defines login flags: 0x01 Use Default Password 0x02 Ignore password by SSO 0x04 Use Agent ID as Device ID 0x08 Ignore device by agent config set
AppPhoneEnabled	1	0=off, 1=on	Phone Channel is used
AppChatEnabled	0	0=off, 1=on	Chat Channel is used
AppActionRoutingEnabled	0	0=off, 1=on	Action Routing Channel is used

Activating a Configuration Set

In the following example, a Config Set 1 [Config_1] is configured as ‘Set1’. Additional Sets (1-9) can be added as well. However, an additional set will only be active if SetName is configured.

[Config]
AppConfigSetUsed=1
...
AgentLoginSwitchMask=0x12
...
[Config_1]
SetName=Set1
...

In order to select a particular configuration set in the Work Center ID, one of the following AgentLoginSwitchMask switches has to be configured:

• 0x10: Use optional Pre Configuration Set
• 0x20: Use required Pre Configuration Set

Additionally, the Work Center ID must begin with a tag "S1;" - "S9;" where the number refers to the configuration set. The S(x) is case sensitive!

Example for a Work Center ID with AgentLoginType=1:

Work Center ID = “S1;Password;Device[;Channels]“

Example of using two Sets

Non-SSO Agents should be able to login into UCCE with AgentLoginType=0. SSO Agents must be able to work on the same system.

It would make sense to create a configuration set with the AgentLoginType=0 and have a Config Set 1 with AgentLoginType=1 for the SSO Agents. The Config Set 1 for SSO Agents should also include the AgentLoginSwitchMask=0x2 ‘Ignore Password by SSO’ switch.

[Config]
AppConfigSetUsed=1
AgentLoginType=0
AgentLoginNameSearchMask=0x41
AgentLoginSwitchMask=0x12
AgentDefaultPassword=Encrypted\<1713\>
...
[Config_1]
SetName=Set1
AgentLoginType=1
...

Non-SSO Agent

Work Center ID = “AgentId;Password;Device[;Channels]“

SSO Agent

Work Center ID = “S1;Device[Channels]“

Shadow Login

Usually, an agent is only logged in on the SAP ICWC desktop. If there is a second system that has control over the agent (i.e. Cisco Agent Desktop), CRMConnectorSAP can be configured to execute shadow logins. If a logout occurs on the SAP ICWC, the agent will remain logged in on the other system. However, if an agent logs out from the other system, he will automatically be logged out on the SAP ICWC.

The following configuration setting has to be added into the CRMConnectorSAP’s initialization (section [CONFIG]) file to activate the shadow login:

AgentShadowLogin=2

Setting

Description

AgentShadowLogin

2 = Agent can only login if the agent is already logged in on another agent desktop (e.g. Cisco Agent Desktop). If the agent initiates a logout on SAP ICWC, the agent will not be logged out on the other agent desktop. However, if the agent logs in on another agent desktop and initiates a logout on another agent desktop, they will be logged out on SAP ICWC as well. 1 = Agents logged in as shadow agent. Agent does not have to be logged in on another agent desktop (e.g. Cisco Agent Desktop). However, if the agent logs in on another agent desktop and initiates a logout on another agent desktop, they will be logged out on SAP ICWC as well. 0 = Agents logged in normally (Generally, shadow login type “2” is used)