Agent State Handling and Reasons

Wrap-up Reasons

It is possible to transmit customer defined wrap-up reasons from SAP CRM to CCE/CCH. Because the SAP ICI interface does not offer a separate event to send wrap-up reasons from the agent’s SAP ICWC to a third-party contact center system, the setAttachedData message can be used for this purpose. And unlike standard SAP work modes (Not Ready Reason Codes) wrap-up reasons cannot be defined in the language files of the CRMConnectorSAP. The reasons, and an appropriate button on the SAP ICWC which allows an agent to select one of them, have to be configured directly in the SAP CRM to pass them via the SAP ICI to the CRMConnectorSAP in the ItemAttachedData section of the setAttachedData SOAP-message. Please contact your SAP consultant for adjustment of the SAP CRM and SAP ICWC.

The CRMConnectorSAP is able to grab the transmitted wrap-up reasons from the setAttachedData message and forward them to CCE/CCH. To activate the transmission of the wrap-up reasons, the existing configuration settings in the initialization file of the CRMConnectorSAP for passing data from SAP CRM to CCE/CCH has to be used. Existing configuration roles to transmit SAP data in peripheral- or ECC variables can be retained. Remember that the number of configuration roles per setting is limited to five (5).

The CRMConnectorSAP uses the field CallWrapUpData of the SET_CALL_DATA_REQ message to transmit the wrap-up reasons to CCE/CCH. Wrap-up reasons can be sent to CCE/CCH multiple times while a call or chat is active. When a call/chat terminates, the final values of the call/chat are recorded in the CCE/CCH’s central database and are available for use in historical reports.

info

If the agent is pulled out of wrap-up automatically by CCE/CCH (wrap-up timer of the ICM Agent Desk Settings), no wrap-up reason will be recorded in the CCE/CCH’s central database. This limitation only applies to wrap-up after a chat session. For a phone call, the last wrap-up reason that is sent to CCE/CCH before the agent is pulled out of wrap-up is the one stored.

Example

The following example demonstrates how a wrap-up reason can be grabbed from the ItemAttachedData section of a setAttachedData message and passed to CCE/CCH.

The setting, TpiAttachedDataPhoneDataPassing, in the initialization file of the CRMConnectorSAP is used for this purpose. In this example, the wrap-up reason selected by an agent is passed from SAP to the CRMConnectorSAP using the field WRAPUPREASON.

CRMConnectorSAP Setting

TpiAttachedDataPhoneDataPassing=WRAPUP= IAD.CRM_IC/MCM.WRAPUPREASON (IAD=ItemAttachedData) The SOAP-message shown below is an excerpt from the CRMConnectorSAP log files:

<?xml version="1.0" encoding="utf-8"?>
<ItemAttachedData>
<Application id="SAP-IC">
…
</Application>
<Application id="CRM_IC/BUPA">
…
</Application>
<Application xmlns:asx="http://www.sap.com/abapxml" id="CuCoIRec">
…
</Application>
<Application id="CRM_IC/MCM">
<FWDTYPE>Transfer</FWDTYPE>
<FWDFROM>TEST_AGENT</FWDFROM>
<FWDTIME>265258002</FWDTIME>
<WRAPUPREASON>Update Customer Record\</WRAPUPREASON>
</Application>
</ItemAttachedData>`

CallWrapupData field in the SET_CALL_DATA_REQ to CCE/CCH will contain the following value: Update Customer Record

Setting	Description
TpiAttachedDataPhoneDataPassing	Used for a SetAttachedData in a phone call item (max. 30 elements). Format for ECC-Var: ECC.{Name;}. For Wrapup: WRAPUP
TpiAttachedDataMediaDataPassing	Used for a SetAttachedData in an action item or chat item (max. 30 elements). Format for ECC-Var: ECC.{Name;}. For Wrapup: WRAPUP

Congestion Control

As of b+s Connects for SAP release 2.1.2, CCE/CCH Congestion Control is supported with a treatment mode of “Terminate with Dialog Fail/RouteEnd” or when the returned label is named “ROUTE_ERROR” (treatment modes “Treat Call with Dialed Number Default Label”, “Treat Call with Routing Client Default Label”, and “Treat Call with System Default Label”).

Further restrictions apply for a PCCE deployment. See PCCE Specifics for more details.

Treatment Mode “Terminate with Dialog Fail / RouteEnd”

If CCE/CCH rejects route requests for a particular action item due to Congestion Control with a generic route failure, the affected action item is terminated at the CRMConnectorSAP. By using the b+s Connects for SAP’s Action Item Archive feature (see Troubleshooting Action Item Archive for detailed information) 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.

Treatment Modes “Treat Call with Dialed Number Default Label”, “Treat Call with Routing Client Default Label”, and “Treat Call with System Default Label”

If CCE/CCH rejects route requests for a particular action item due to Congestion Control with a configured label named “ROUTE_ERROR”, the affected action item is re-routed to CCE/CCH by CRMConnectorSAP based on the configuration of the two parameters RouteWaitToRerouteTimeout and RouteRandomRerouteTimeoutRange. With the configuration parameter RouteTryCount the maximum number of times that the CRMConnectorSAP attempts to re-route a rejected action item can be controlled.

Key	Default	Range	Description
RouteWaitToRerouteTimeout	60000	1000 - 600000	Timeout for executing re-route (in milliseconds)
RouteRandomRerouteTimeoutRange	0	0, 1000 - 7200000	If configured, the CRMConnectorSAP adds a randomly calculated amount of time (between 1000 and the configured value of this parameter) to the amount of time configured in RouteWaitToRerouteTimeout Value is in milliseconds
RouteTryCount	10	1-1000	Maximum number of re-route attempts for a rejected action item

Resend Agent State Change Request on Media Manager Failure

Upon the receipt of a failure response from the Media Manager, the CRMConnectorSAP can resend the affected agent state change requests. This behavior can help in situations where CCE sends multiple agent state events within a very short timeframe where some agent state events report the affected agent as ready and some as not ready. Such a behavior can occur if a change to an agent’s voice skill group is made. For agent state synchronization reasons, the CRMConnectorSAP forwards the received agent state changes in separate requests to the Media Manager. Caused by race conditions the Media Manager might still be busy processing an agent state change request when he receives another request from the CRMConnectorSAP. In such a situation, the Media Manager responds with a failure message and the CRMConnectorSAP revokes the corresponding agent state change towards CCE.

To have the CRMConnectorSAP resending agent state change requests to the Media Manager upon, the following adjustment of the CRMConnectorSAP’s initialization file is necessary:

[Dynamic]
EsFlags={\<current value\> + 0x00000200}

The EsFlags setting is dynamic, so it is not necessary to restart the CRMConnectorSAP service to activate the functionality.

Attention

If the EsFlags key is not null, the current value and the value for resending agent state change requests must be combined bitwise OR by combining multiple EsFlags settings.

Note that if the resending of agent state change requests on Media Manager failure is activated in CRMConnectorSAP, the agent’s state might automatically toggle on the SAP Interaction Center Web Client (ICWC). That is, the ICWC’s agent state radio button switches from ready to not ready and back to ready within a few seconds.