SAP Agent Presence
SAP Agent Presence enables the reporting of an agent’s presence status in SAP ICWC.
With this functionality, an agent can easily check the availability of another agent to see if they are free to receive a call, busy, or logged out.
Requirements
To enable agent presence, the following software requirements must be met:
SAP CRM release 7.0 or later
- SAP ICI-CTI 3.06 or later
To use the SAP Agent Presence functionality, the following key must be enabled in the CRMConnectorSAP-ini file within the [CONFIG]-Section:
TpiUserPresenceEnabled=1
Functionalities
Connects for SAP supports the following SAP Agent Presence functionalities:
Basic SAP Agent Presence
Basic SAP Agent Presence allows an agent to check the availability of all other logged in agents by using a blank search term in the SAP ICWC Dial Pad’s “Agents” tab.
SAP Agent Presence Search Term
SAP Agent Presence Search Term allows an agent to check the availability of one or several logged in agents by using an appropriate search term in the SAP ICWC Dial Pad’s “Agents” tab.
The following search term arguments and functions are supported by Connects for SAP:
Search for one or several agents based on first name (“First name” in Cisco CCE/CCH agent configuration)
Search for one or several agents based on last name (“Last name” in Cisco CCE/CCH agent configuration)
First name and last name can be used combined by using a blank separator (AND search)
Use the asterisk wildcard (*) as a placeholder for one or several unknown characters of an agent’s first or last name. (Note: the asterisk wildcard can only be used at the end of a search term!)
Search for all logged in agents by using a blank search term or a single asterisk wildcard (*)
Examples
Assumed preconditions:
Agent 1 with first name “John”, last name “Doe” is logged in and in “Not Ready” state
Agent 2 with first name “Max”, last name “Muster” is logged in and in “Ready” state
Agent 3 with first name “Juan”, last name “Nadie” is logged out
| Search Term | Results / Reported Agents |
|---|---|
<blank> | John, Max |
| * | John, Max |
| John | John |
| Max | Max |
| John Doe | John |
| Max Muster | Max |
| Doe John | John |
| Muster Max | Max |
| John Max | No results |
| Max John | No results |
| J* | John as Juan Nadie is logged out |
| J*hn | No results |
| M* | Max |
| *Max | No results |
| Juan | No results as agent Juan Nadie is logged out |
SAP Agent Presence Search Term can be specified further. Please refer to chapter SAP Agent Presences search options for more detailed information.
SAP Agent Presence Collaboration Options
SAP Agent Presence Collaboration Options allow an agent to perform an appropriate action to communicate with another agent. Collaboration options can be selected from a drop-down list next to the presence indicator. Once an option has been selected, communication is established.
Connects for SAP supports the following collaboration options:
Dial
- Establishes a call to the selected agent. This option is only available if the agent who requested the presence information has no active call.
Blind Transfer
- Performs a blind transfer to the selected agent. This option is only available if the agent who requested the presence information has an active call.
Warm Transfer
- Performs a warm transfer to the selected agent. This option is only available if the agent who requested the presence information has an active call.
Conference
- Introduces a conference call with the selected agent. This option is only available if the agent who requested the presence information has an active call.
Configuration
To enable agent presence in the SAP CRM system, the Communication Management Software Profile must have the Presence Enabled flag checked in transaction CRMC_IC_MCM_CCPRO.
With MCA for SAP release 2.0 or later, agent presence is enabled by default.
| Setting | Description |
|---|---|
| TpiUserPresenceEnabled | Enables or disables SAP Agent Presence TpiUserPresenceEnabled=1 Enabled TpiUserPresenceEnabled=0 Disabled (Default is TpiUserPresenceEnabled=1) |
Functional Verification
To check if agent presence has successfully been activated perform the following steps:
Log on to the SAP ICWC with two agents (in this example Agent1 and Agent2)
Agent1 opens the Dial Pad from the toolbar
Agent1 selects the Agents tab
Enter an appropriate search term to search for Agent2
Agent2’s name, presence status, and phone number should appear in the results table
The description above only describes a simple scenario to verify if agent presence has successfully been activated or not. Additional tests might be required to verify all functionalities of SAP Agent Presence e.g. test collaboration options.
SAP Agent Presences search options
To use the SAP Agent Presence functionality and SAP Agent Presence search options, the following key must be enabled in the CRMConnectorSAP-ini file within the [CONFIG]-Section:
TpiUserPresenceEnabled=1
The following options for SAP Agent Presence are available:
| Name | Bit-mask | Description |
|---|---|---|
| Search Used | 0x0002 | Enable search functionality on SAP Agent Presence options |
| Set all capability | 0x0004 | All capabilities are visible for agents at any time (e.g. make call, consultation call, chat transfer,…) |
| Asterisk used | 0x0008 | Allows asterisk wildcard (*) for SAP Agent Presence search |
| Last name used | 0x0010 | Search in CCE last name of the agent configuration |
| First name used | 0x0020 | Search in CCE first name of the agent configuration |
| Login fullname used | 0x0040 | Search in CCE login name of the agent configuration |
| (Cisco login name) | ||
| TPI user name used | 0x0200 | Search for SAP CRM user name (only usable for Agents logged in on the same CRMConnectorSAP) |
| Login shortname used | 0x0400 | Search in CCE login name without domain of the agent configuration |
| (Cisco login name without domain name) | ||
| Login ID | 0x0800 | Search in CCE Agent ID field in agent configuration |
| Fulltext search | 0x1000 | Search in all fields for entered text-fragment |
The SAP Agent presence search option keys can be bit-wise combined with the key
TpiUserPresenceOptions. By default, the TpiUserPresenceOptions is set to 0x3b
(Search used, Asterisk used, First name and Last name).
By enabling the fulltext search, it is possible to search with text-fragments. The result is a list of agents who contains the text-fragments.
This functionality is resource intensive and can lead to impacts on the performance.
Example: Available agents for search example
The following table contains the agent details for the following search examples
| First Name | Last Name | Short name | Agent ID |
|---|---|---|---|
| John | Doe | Doej | 1001 |
| Jane | Smith | Smithj | 1002 |
| Jeannine | Ryan | Ryanj | 5001 |
| Jonathan | Miller | Millerj | 5002 |
Example1: Fulltext search with asterisk wildcard (*) in first name
The following bit-wise combined key has to be configured to enable fulltext search with an asterisk wildcard (*):
TpiUserPresenceOptions=0x102a
The following table illustrates different search terms with their search results:
| Search term | Search result |
|---|---|
| “ne” | No results |
| “*an*” | Jane, Jonathan |
| “*ne” | Jane, Jeannine |
| “john*” | John, Johnathan |
| “john” | John |
Example2: Fulltext search without asterisk wildcard (*) in first name
The following bit-wise combined key has to be configured to enable fulltext search without an asterisk wildcard (*):
TpiUserPresenceOptions=0x1022
The following table illustrates different search terms with their matching search results:
| Search term | Search result |
|---|---|
| “ne” | Jane, Jeannine |
| “an” | Jane, Jeannine, Jonathan |
| “jo” | John, Johnathan |
Example3: Search with asterisk wildcard (*) only in first name
The following bit-wise combined key has to be configured to enable asterisk wildcard search:
TpiUserPresenceOptions=0x002a
The following table illustrates different search terms with their search results:
| Search term | Search result |
|---|---|
| “ne” | No results |
| “*an*” | No result (asterisk in front of search term not implemented) |
| “*ne” | No result (asterisk in front of search term not implemented) |
| “john*” | John, Johnathan |
| “john” | John |
Example4: Search in Cisco login name and Agent ID**
The following bit-wise combined key has to be configured to enable searching in the Cisco login name and Agent ID
TpiUserPresenceOptions=0x0842
The following table illustrates different search terms with their search results:
| Search term | Search result |
|---|---|
| “1002” | 1002 Smithj |
| “Ryanj” | 5001 Ryanj |
| “Mill” | No result |