Call Data Processing
Item Attached Data on Incoming Calls, Action Items or Chats
On an incoming call, action item or chat CCE/CCH call and ECC variables can be transferred to SAP as ItemAttachedData. For incoming calls, ECC array variables can be used as well. In order to present this data on the ICWC, an SAP consultant must modify the SAP query as requested by the customer.
As default behavior, SAP uses the designated remoteNumbers-field (ANI) in the XML message to display account information on the ICWC. But the CRMConnectorSAP can also send other data like CEDs or DNIS, stored within call or ECC, to SAP. However, to interpret these values, SAP customization is required.
All call or ECC variables that are passed from CRMConnectorSAP to the SAP system are stored in the container \ <Application id=”SAP-IC”\> in the XML message.
<attachedData>
<?xml version="1.0" encoding="UTF-8"?>
<ItemAttachedData>
<Application id="SAP-IC">
<CV01/>
<CV02/>
<CV03/>
<CV04/>
<CV05/>
<CV06/>
<CV07/>
<CV08/>
<CV09/>
<CV10/>
<MID/>
<ECC/>
</Application>
</ItemAttachedData>
</attachedData><
On incoming calls, action items or chat messages all call variables are transferred from CCE/CCH to SAP by default even if they do not contain any data. The field labeled with \<MID> contains the CCE/CCH media identifier (e.g. the PeripheralCallKey, for a voice call) and is also transferred to SAP by default.
To send data in ECC variables from CCE/CCH to the SAP system, configure the variables in the CRMConnectorSAP initialization file. Make sure that the “ECC.” prefix is added to the name of the ECC variable as it is configured in CCE/CCH (e.g. name of ECC variable in CCE/CCH “user.ced” name of ECC variable in CRMConnectorSAP “ECC.user.ced”). For incoming calls ECC array variable: Make sure that the “ECCA.” prefix is added to the name of the ECC array variable as it is configured in CCE/CCH (e.g. name of ECC array variable in CCE/CCH “user.test” name of ECC array variable in CRMConnectorSAP “ECCA.user.test[x/y]”).
Example
The ECC variables with the names user.ced and user.dnis will be transferred from CCE/CCH to SAP on an incoming call. The ECC variables have already been configured using the identical names in CCE/CCH.
Setting Used:
TpiPhoneEccVariableList=ECC.user.ced;ECC.user.dnis
Message Sent to SAP:
<attachedData>
<?xml version="1.0" encoding="UTF-8"?>
<ItemAttachedData>
<Application id="SAP-IC">
<CV01/>
<CV02/>
<CV03/>
<CV04/>
<CV05/>
<CV06/>
<CV07/>
<CV08/>
<CV09/>
<CV10/>
<MID>33628423</MID>
<ECC>
<user.ced>12345</user.ced>
<user.dnis>0041319175233</user.dnis>
</ECC>
</Application>
</ItemAttachedData>
</attachedData>
| Setting | Description |
|---|---|
TpiPhoneEccVariableList | List of all ECC variables that are filled in the SAP-IC container in PhoneCallChanged-events (max. 20 elements). Format: ECC.{Name;} |
TpiMediaEccVariableList | List of all ECC variables filled in the SAP-IC container in ActionItemChanged- and ChatChanged-events (max. 20 elements). Format: ECC.{Name;} |
Expanded Item Attached Data
SAP can only use item attached data to transfer data from its system to the Connects for SAP (CRMConnectorSAP component) and vice versa over the SAP ICI interface. Item attached data is transferred in an XML-formatted SOAP-message over the SAP ICI interface. The section of item attached data within the XML-structure is an expandable pool of data. In this pool, Connects for SAP uses a fixed part named “SAP-IC” and a variable part that can be specified in the initialization file of the CRMConnectorSAP component. Be aware that neither the variable nor the fixed part is posted to the Connects for SAP’s DataStore component.
<?xml version="1.0" encoding="utf-8"?>
<ItemAttachedData>
<Application id="SAP-IC">
…
</Application>
<Application id="VariablePart">
…
</Application>
…
</ItemAttachedData>
As mentioned above, the content of the variable part has to be configured manually in the initialization file of the CRMConnectorSAP. It can contain parameters that act as placeholders and free parameters in quotations (“”) to compose XML-tags. Use a space character to separate parameters from each other. The maximal number of such parameter-fragments, i.e. parameters that are separated by a space character, is 50. Furthermore, it is technically possible to suppress the transmission of the whole fixed part “SAP-ICI”.
Example 1
The following example shows how data received from Cisco CCE/CCH can be filled in the variable item attached data section and transmitted to SAP via the SAP ICI interface. Notice that in the configuration example below, the following 9 parameter-fragments are used and the fixed “SAP-IC” part is not suppressed:
| 1 | "\<EDU>\<DNIS>" |
|---|---|
| 2 | LOCAL.DNIS |
| 3 | "\</DNIS>\<" |
| 4 | CVCE.06 |
| 5 | ">" |
| 6 | CV.03 |
| 7 | "\</" |
| 8 | CVCE.06 |
| 9 | ">\</EDU>" |
Assumed Preconditions:
- CRMConnectorSAP receives an incoming call, with call data in call variables 3 and 6, from the Cisco CTI Server
- CRMConnectorSAP picks the DNIS of the incoming call from the designated DNIS field of the Cisco CTI Server Protocol
CRMConnectorSAP Setting:
TpiPhoneDataPassingEx=ICIS="\<EDU>\<DNIS>" LOCAL.DNIS "\</DNIS>\<"CVCE.06 ">" CV.03 "\</" CVCE.06 ">\</EDU>"
TpiDataPassingSuppressSAPIC=0
Message sent to SAP:
<?xml version="1.0" encoding="utf-8"?>
<ItemAttachedData>
<Application id="SAP-IC">
<CV01/>
<CV02/>
<CV03>123456</CV03>
<CV04/>
<CV05/>
<CV06>CALL</CV06>
<CV07/>
<CV08/>
<CV09/>
<CV10/>
<ICMCID/>
<ECC/>
</Application>
<Application id=ICIS">
<EDU>
<DNIS>14266</DNIS>
<CALL>123456</CALL>
</EDU>
</Application>
<Application id="CRM_IC/BUPA">
…
</Application>
</ItemAttachedData>
Example 2
The following example shows how data received from Cisco CCE/CCH can be filled in the variable item attached data section and transmitted to SAP via the SAP ICI interface. Notice that in the configuration example below, the following 7 parameter-fragments are used and the fixed “SAP-IC” part is suppressed:
| 1 | "\<BS>\<DNIS>" |
|---|---|
| 2 | LOCAL.DNIS |
| 3 | "\</DNIS>\<CallVariable01>" |
| 4 | CV.01 |
| 5 | "\</CallVariable01>\<ECC-RONA>" |
| 6 | ECC.user.QA.rona |
| 7 | "\</ECC-RONA>\</BS>" |
Assumed Preconditions:
- CRMConnectorSAP receives an incoming call, with call data in call variable 1 and ECC variable “user.QA.rona” from the Cisco CTI Server
- CRMConnectorSAP picks the DNIS of the incoming call from the designated DNIS field of the Cisco CTI Server Protocol
CRMConnectorSAP Setting:
TpiPhoneDataPassingEx=ICI-VOICE="\<BS>\<DNIS>"LOCAL.DNIS"\</DNIS>\<CallVariable01>" CV.01 "\</CallVariable01>\<ECC-RONA>"
ECC.user.QA.rona "\</ECC-RONA>\</BS>"
TpiDataPassingSuppressSAPIC=1
Message sent to SAP:
<?xml version="1.0" encoding="UTF-8"?>
<ItemAttachedData>
<Application id="ICI-VOICE">
<BS>
<DNIS>344240</DNIS>
<CallVariable01>-41: SAP</CallVariable01>
<ECC-RONA>344249</ECC-RONA>
</BS>
</Application>
</ItemAttachedData>
| Setting | Description |
|---|---|
TpiPhoneDataPassingEx | Item attached data Application ID The specified variable data part of item attached data for phone calls. Can contain parameters that act as placeholders and free parameters in quotations (“”) to compose XML-tags (max. 200 parameter-fragments). Parameter names are not case-sensitive except for the names of ECC-variables and ECC array variables. With MCA for SAP 2.1.2 CtiPhoneDataPassingEx was renamed to TpiPhoneDataPassingEx. The old name can still be used. However, CRMConnectorSAP writes a corresponding warning message into its log file. |
TpiMediaDataPassingEx | Item attached data Application ID The specified variable data part of item attached data for action items and chats calls can contain parameters that act as placeholders and free parameters in quotations (“”) to compose XML-tags (max. 200 parameter-fragments). Parameter names are not case-sensitive except for the names of ECC-variables. |
TpiDataPassingExDefaultValue | Specifies the default value if the source-field is empty. With MCA for SAP 2.1.2 CtiDataPassingExDefaultValue was renamed to TpiDataPassingExDefaultValue. The old name can still be used. However, CRMConnectorSAP writes a corresponding warning-message into its log file. |
TpiDataPassingSuppressSAPIC | Specifies if the string defined in TpiPhoneDataPassingEx replaces SAP‑IC or is appended as an additional section. 1 = Replace 0 = Append Default is: 0 |
| List of parameter groups: | Description |
|---|---|
| CV | Call variable |
| CVCE | Call variable, use default value as defined in TpiDataPassingExDefaultValue if value is an empty |
| ECC | ECC variable |
| ECCCE | ECC variable. Use default value as defined in TpiDataPassingExDefaultValue if value is empty |
| ECCA | ECC array variable (voice only) |
| ECCACE | ECC array variable. Use default value as defined in TpiDataPassingExDefaultValue if value is empty (voice only) |
| LOCAL | Local CRMConnectorSAP variable |
| LOCALCE | Local CRMConnectorSAP variable. Use default value as defined in TpiDataPassingExDefaultValue if value is empty |
ECC variables can only be used if they have been defined in the TpiPhoneEccVariableList-setting.
| List of available parameters to compose the variable item attached data section | Description |
|---|---|
| CV.01, CV.02, …, CV.10 | Cisco CCE/CCH Call Variables |
| CVCE.01, CVCE.02, …, CVCE.10 | Cisco CCE/CCH Call Variables with default value |
ECC.user.<name> | Cisco CCE/CCH ECC Variables |
ECCCE.user.<name> | Cisco CCE/CCH ECC Variables with default value |
| LOCAL.CtiAgentId | Cisco Agent ID |
| LOCAL.TpiUser | SAP User Name |
| LOCAL.CtiCallId | Cisco CCE/CCH Call ID |
| LOCAL.TpiCallId | SAP Call ID |
| LOCAL.Phone | Cisco Agent Instrument |
| LOCAL.TpiPhone | Agent Phone Number is equivalent to the Cisco Agent Instrument in canonical format |
| LOCAL.TpiPhone2 | TpiPhone without leading +-sign |
| LOCAL.DNIS | Called Number (DNIS) |
| LOCAL.TpiDNIS | DNIS in canonical format |
| LOCAL.TpiDNIS2 | TpiDNIS without leading +-sign |
| LOCAL.ANI | Calling Number (ANI) |
| LOCAL.TpiANI | ANI in canonical format |
| LOCAL.TpiANI2 | TpiANI without leading +-sign |
| LOCAL.RDN | Redirect Number |
| LOCAL.TpiRDN | RDN in canonical format |
| LOCAL.TpiRDN2 TpiRDN | TpiRDN without leading +-sign |
Except for ECC-variable names, parameter names are not case-sensitive.
Configuration of TpiPhoneDataPassingEx and TpiMediaDataPassingEx using an external File
The configuration of the two parameters TpiPhoneDataPassingEx and TpiMediaDataPassingEx is not only restricted by the line length of the CRMConnectorSAP’s initialization file, but also by the number of characters
used. Therefore, the configuration of TpiPhoneDataPassingEx and TpiMediaDataPassingEx must be done in separate text-files named PhoneDataPassingEx.txtcode> and MediaDataPassingEx.txt, respectively, when more than
1000 characters are used for the parameter-fragments.
Example
The following example shows how TpiPhoneDataPassingEx can be configured inline or using an external file.
Inline:
TpiPhoneDataPassingEx=Demo=”<Test>” ”<CV1>” CV.01 ”</CV1>” ”</Test>”
Using an external file:
TpiPhoneDataPassingEx=Demo=file:PhoneDataPassingEx.txt
Content of PhoneDataPassingEx.txt
“<Test>”
“<CV1>” CV.01 ”</CV1>”
”</Test>”
SAP Call Attached Data on Call Transfer
In order to transfer call-attached data populated by SAP, a CCE/CCH call, or ECC variable and the built-in data storage of the CRMConnectorSAP is used. The call-attached data is temporarily stored within the internal data storage of the CRMConnectorSAP service for agent-to-agent call transfer or call conference. Only a reference to the data storage entry needs to be transferred among the agents using CCE/CCH call or ECC variables.
In a multiple peripheral deployment, SAP call-attached data can only be transferred for call transfers and conferences if a pair of central DataStores is installed and properly configured.
If attached data transfer is enabled, a call or ECC variable has to be provided that will be used by the CRMConnectorSAP to transfer call data from one agent to another.
| Setting | Description |
|---|---|
| CtiAttachedDataWorkType | 0 = No attached data transfer (default) 1 = CCE/CCH Call Variable 1 2 = CCE/CCH Call Variable 2 3 = CCE/CCH Call Variable 3 4 = CCE/CCH Call Variable 4 5 = CCE/CCH Call Variable 5 6 = CCE/CCH Call Variable 6 7 = CCE/CCH Call Variable 7 8 = CCE/CCH Call Variable 8 9 = CCE/CCH Call Variable 9 10 = CCE/CCH Call Variable 10 11 = ECC Variable 13 = ECC array Variable |
| CtiAttachedDataEccVariableName | Name of the ECC variable where the unique reference key is stored in. This key is only used with CtiAttachedDataWorkType=11 Name of the ECC array variable where the unique reference key is stored in. This key is only used with CtiAttachedDataWorkType=13 |
Call data stored in CCE/CCH call variables and ECC variables may not be fully recovered if a failover of the CCE/CCH Agent PG and/or CTI Server occurs.
For CCE/CCH deployments containing multiple CCE/CCH peripherals connected to SAP, a central instance of the DataStore is required. The CRMConnectorSAP that initiates the transfer stores the SAP call attached data on both DataStores and writes the DataStore reference key to a CCE/CCH call or ECC variable. Based on this reference key, the receiving CRMConnectorSAP reads the call attached data from one of the two DataStores.
| Setting | Description |
|---|---|
| DataStoreHostA | DataStore A hostname or IP address If DataStoreHostA and DataStoreHostB are both empty, the internal data storage of the CRMConnetorSAP is used. Default is empty |
| DataStoreHostB | DataStore B hostname or IP address If DataStoreHostA and DataStoreHostB are both empty, the internal data storage of the CRMConnetorSAP is used. Default is empty |
| DataStorePortA | DataStore A port number Default is 42029 |
| DataStorePortB | DataStore B port number Default is 42029 |
SAP Attached Data on Action Item Route-Requests
For each action item route-request, SAP transmits a set of data to the CRMConnectorSAP. But as the transmitted data is too large for passing it to CCE/CCH along with the route-request, the CRMConnectorSAP caches the transmitted data set in its internal data storage and creates a corresponding reference identifier. This reference identifier must be passed to CCE/CCH in a call or ECC variable.
In a multiple peripheral deployment, SAP attached data for action item route-requests can only be handled appropriately if a pair of central DataStores is installed and properly configured.
| Setting | Description |
|---|---|
| MediaAttachedDataWorkType | 0 = off (default) 1 = CCE/CCH Call Variable 1 2 = CCE/CCH Call Variable 2 3 = CCE/CCH Call Variable 3 4 = CCE/CCH Call Variable 4 5 = CCE/CCH Call Variable 5 6 = CCE/CCH Call Variable 6 7 = CCE/CCH Call Variable 7 8 = CCE/CCH Call Variable 8 9 = CCE/CCH Call Variable 9 10 = CCE/CCH Call Variable 10 11 = ECC Variable 14 = VarPool |
| MediaAttachedDataEccVariableName | Name of the ECC variable where the unique reference identifier is stored. This setting is only used with MediaAttachedDataWorkType=11 Name of ECC variable in CRMConnectorSAP config must begin with “ECC.user.” Preferred name to handle the datastore key: “ECC.user.AttachedDataKey” |
Store SAP ICI Call Reference in CCE/CCH Call or ECC Variable
On the SAP ICI interface calls are identified by a GUID. This GUID created by the CRMConnectorSAP can (optionally) be stored in a CCE/CCH call or ECC variable. To enable GUID storage, adjust the appropriate configuration settings in the CRMConnectorSAP initialization file.
The GUID can be stored in a CCE/CCH call or any ECC variable via the configuration setting CtiTpiCallReferenceType. If this setting contains the name of an existing CCE/CCH call or ECC variable, the GUID will be stored in this variable.
For outgoing calls, the GUID of the calling agent is stored in the variable. For incoming calls, the GUID of the agent who receives the call is stored. If an agent calls another agent directly, the GUID of the outgoing call is overwritten by the GUID of the agent receiving the call.
| Setting | Description |
|---|---|
| CtiTpiCallReferenceType | 0 = SAP ICI GUID not stored in CCE/CCH call data (default) 1 = CCE/CCH Call Variable 1 2 = CCE/CCH Call Variable 2 3 = CCE/CCH Call Variable 3 4 = CCE/CCH Call Variable 4 5 = CCE/CCH Call Variable 5 6 = CCE/CCH Call Variable 6 7 = CCE/CCH Call Variable 7 8 = CCE/CCH Call Variable 8 9 = CCE/CCH Call Variable 9 10 = CCE/CCH Call Variable 10 11 = ECC Variable 13 = ECC array variable |
| CtiTpiCallReferenceEccVariableName | Name of the ECC variable where the SAP ICI GUID is stored in. This key is only used with CtiTpiCallReferenceType=11 Name of the ECC array variable where the SAP ICI GUID is stored in. This key is only used with CtiTpiCallReferenceType=13 |
Passing Data from SAP to CCE/CCH
SAP can only use ItemAttachedData, ActionItemAttributes, or RoutingAttributes to transfer data from the SAP system to the CRMConnectorSAP. ItemAttachedData, ActionItemAttributes, and RoutingAttributes are an expandable pool of data embedded in the XML structure of the SOAP-message sent from SAP to the CRMConnectorSAP.
The CRMConnectorSAP uses specific config settings that define which parameters should be filled in which CCE/CCH peripheral-, ECC- and ECC array variables. These settings can contain more than one role if more than one variable should be filled with data.
The number of roles per setting is limited to five (5).
If character sets should be filled in peripheral-, ECC- or ECC array variables, use quotations to indicate them. If a name contains a period “.”, use quotations to enclose the name.
Example for TpiAttachedDataPhoneDataPassing
With the example below, three parameters are being transmitted from the SAP to CCE. The example is for voice data transition only.
<?xml version="1.0" encoding="UTF-8"?>
<ItemAttachedData>
<Application id="ICI-VOICE">
<BS>
<DNIS>344240</DNIS>
</BS>
</Application>
<Application id="CRM_IC/BUPA">
<CURRENTCUSTOMER>ABCD14</CURRENTCUSTOMER>
</Application>
<Application id="CRM_IC/MCM">
<FWDTYPE>4</FWDTYPE>
</Application>
</ItemAttachedData>
For this transition by SetAttachedData from SAP, the following CCE variables are being used:
CallVariable3 (Peripheral Variable)
User.Test25 (ECC Variable with length 25 characters)
User.array3x16 (ECC Array with 3x16 characters)
The following string represents the configuration in [CONFIG]-Section; different parameters are separated by ";"(semicolon).
TpiAttachedDataPhoneDataPassing=CV.03="+"
IAD.ICI-VOICE.BS.DNIS;ECC.user.Test25,25=IAD.CRM_IC/BUPA.CURRENTCUSTOMER;ECCA.user.array3x16[1/3],16=IAD.CRM_IC/MCM.FWDTYPE
The configuration contains three different parameters:
CV.03="+" IAD.ICI-VOICE.BS.DNIS
ECC.user.Test25,25=IAD.CRM_IC/BUPA.CURRENTCUSTOMER
ECCA.user.array3x16[1/3],16=IAD.CRM_IC/MCM.FWDTYPE
With the mentioned configuration, the following data is transmitted to CCE:
CallVariable3=+344240
user.Test25=ABCD14
user.array3x16[0]=4
Make sure that either the ECC. or CV. prefix is added to the name (ECC variables) or the number (peripheral variables) depending on the variable type used.
The semicolon (;) is used to define a role (separator between two variable-definitions) and therefore a semicolon has to be put in quotes (e.g. “;”) to write it in a variable.
Use the following keywords to select the data pool that contains the data in the XML structure:
ItemAttachedData or IAD to use ItemAttachedData
ActionItemAttributes or AIA to use ActionItemAttributes
RoutingAttributes or RA to use RoutingAttributes
| Setting | Description |
|---|---|
| TpiActionItemRouteDataPassing | Used for an action item route request from SAP (ActionItemAttributes, RoutingAttributes) |
| TpiAttachedDataPhoneDataPassing | Used for a SetAttachedData in a phone call item (ItemAttachedData) |
| TpiAttachedDataMediaDataPassing | Used for a SetAttachedData in an action item or chat item (ItemAttachedData) |
Example ItemAttachedData
The following example shows how data from ItemAttachedData (call attached data in a transfer call scenario) can be filled in a peripheral variable and passed to CCE/CCH. The setting TpiAttachedDataPhoneDataPassing in the initialization file of the CRMConnectorSAP is used for this purpose. In this example, the data from the fields CURRENTCUSTOMER and FWDTYPE are stored in peripheral variable 10 and passed to CCE/CCH. The SOAP message shown below is an extract from the log files of the CRMConnectorSAP.
Used Setting
Key:
TpiAttachedDataPhoneDataPassing
Value:
CV.10=ItemAttachedData.CRM_IC/BUPA.CURRENTCUSTOMER“;“ItemAttachedData.CRM_IC/MCM.FWDTYPE
<?xml version="1.0" encoding="utf-8"?>
<ItemAttachedData>
<Application id="SAP-IC">
<CV01/>
<CV02>Testhotline</CV02>
<CV03>Deutsch</CV03>
<CV09>13884b6ac17eP0000000008</CV09>
<MID>33554521</MID>
</Application>
<Application id="CRM_IC/BUPA">
<CURRENTCUSTOMER>5F50206</CURRENTCUSTOMER>
<CURRENTCONTACT>DF05C06CE7</CURRENTCONTACT>
<CURRENTCOMPONENT/>
<BPCONFIRMED>X</BPCONFIRMED>
<COMPCONFIRMED/>
</Application>
<Application xmlns:asx="http://www.sap.com/abapxml" id="CuCoIRec">
<asx:abap version="1.0">
<asx:values>
<CURRENT_INTERACTION_RECORD>uSFg==</CURRENT_INTERACTION_RECORD>
<GUIDS_LOCKED/>
<CUSTOMER_NUMBER/>
<CONTACT_NUMBER/>
<BP_ALREADY_CONFIRMED>X</BP_ALREADY_CONFIRMED>
</asx:values>
</asx:abap>
</Application>
<Application id="CRM_IC/MCM">
<FWDTYPE>Transfer</FWDTYPE>
<FWDFROM>TEST_AGENT</FWDFROM>
<FWDTIME>265258002</FWDTIME>
</Application>
</ItemAttachedData>
CallVariable10 contains now “5F50206D;Transfer“
Example ActionItemAttributes
The following example shows how values from ActionItemAttributes (route request of an action item) can be filled in an ECC variable and passed to CCE/CCH. The setting TpiActionItemRouteDataPassing in the initialization file of the CRMConnectorSAP is used for this purpose. In this example, the data from the field SUBJECT is stored in an ECC variable named user.Subject and passed to CCE/CCH. The SOAP message shown below is an extract from the log files of the CRMConnectorSAP.
Used Setting
Key:
TpiActionItemRouteDataPassing
Value:
ECC.user.Subject=ActionItemAttributes.SUBJECT
<actionItemAttributes>
<item>
<id>SUBJECT</id>
<description>ProductInfo</description>
</item>
<item>
<id>SUBJECT_CHARSET</id>
<description></description>
</item>
<item>
<id>SEND_DATE</id>
<description>20100510135556</description>
</item>
<item>
<id>SENSITIVITY</id>
<description></description>
</item>
<item>
<id>IMPORTANCE</id>
<description></description>
</item>
<item>
<id>MAIL_ID</id>
<description>ReferenceId</description>
</item>
<item>
<id>FROM_NAME</id>
<description>FromName@domain</description>
</item>
<item>
<id>FROM_ADDRESS</id>
<description>FromAddress@domain</description>
</item>
<item>
<id>TO_NAME</id>
<description>ToName@domain</description>
</item>
<item>
<id>TO_ADDRESS</id>
<description>ToAddress@domain</description>
</item>
</actionItemAttributes>
user.Subject contains now “ProductInfo“
Example RoutingAttributes
The following example shows how values from RoutingAttributes (part of a route request of an action item) can be filled in an ECC variable and passed to CCE/CCH. The setting TpiActionItemRouteDataPassing in the initialization file of the CRMConnectorSAP is used for this purpose. In this example the data from the field VIP is stored in an ECC variable named user.Vip and passed to CCE/CCH. The SOAP message shown below is an extract from the log files of the CRMConnectorSAP.
Used Setting
Key:
TpiActionItemRouteDataPassing
Value:
ECC.user.Vip=RoutingAttributes.VIP
<routingAttributes xmlns="urn:IciActionItemInterface">
<item>
<name>VIP</name>
<value>Star Customer</value>
</item>
</routingAttributes>
user.Vip contains now “Star Customer“