Event Transmission
Agent State Events
| Event | Description | Comment | Direction | Supported / Not Supported |
|---|---|---|---|---|
| Login | Agent logs in to SAP ICWC | Agent Name instead of the Agent ID can be used | YES | |
| Logout | Agent logs out of SAP ICWC | SAP > CCE/CCH | PARTIALLY Logout Reason Codes cannot be transmitted | |
| Ready | Agent sets himself to ready | SAP > CCE/CCH | YES | |
| Not Ready | Agent sets himself to not ready | Not Ready Reason Codes can be transmitted | SAP > CCE/CCH | YES |
| Wrap Up | Agent selects to go into wrap up state after handling a voice call, chat or action item | An agent can enter the wrap up state after a voice call or a chat session. An agent will not enter the wrap up state after an action item session. Optional wrap up after a call or a chat session and the use of the CCE/CCH or CRMConnectorSAP wrap up timer is supported. Wrap up reasons can be transmitted using setAttachedData. | SAP > CCE/CCH | PARTIALLY - Wrap up with action items is not supported by SAP CRM - Wrap up with chat is only supported with SAP CRM 7.0 and above - If an agent is pulled out of wrap up automatically (CCE/CCH wrap up timer expires) its state will be the same as it was when he entered wrap up (agent state changes while being in wrap up are discarded) |
| Direct wrap up end | Agent to leave wrap up immediately by clicking ready or not ready | Scenario A: 1. Agent is ready 2. Agent receives an inbound call and accepts it 3. Agent finishes call and enters wrap up 4. When the agent is in wrap up and clicks on not ready, he immediately leaves wrap up and enters not ready state. Scenario B: 1. Agent is ready 2. Agent receives an inbound call and accepts it 3. Agent changed his state to not ready 4. Agent finishes call and enters wrap up 5. When the agent is in wrap up and clicks on ready, he immediately leaves wrap up and enters ready state. | SAP > CCE/CCH | YES |
Call Handling Events using SAP ICWC
| Event | Description | Comment | Direction | Supported / Not Supported |
|---|---|---|---|---|
| Accept | Agent answers a call | YES | ||
| Reject for normal inbound calls | Agent rejects a call | - | NO Not supported by CCE/CCH | |
| Reject for outbound campaign calls | Agent rejects an outbound campaign call | SAP > CCE/CCH | PARTIALLY By clicking on the SAP ICWC’s “Reject”-button a Reject-Close-event is signaled towards CCE/CCE which closes the call record so it will not be called again. For personal callback outbound calls pressing on “Reject” triggers the transmission of a Reject-event. | |
| Hold | Agent puts a call on hold | SAP > CCE/CCH | YES | |
| Retrieve | Agent retrieves a call which is on hold | SAP > CCE/CCH | YES | |
| Reconnect | Agent clears an active consultation call and reconnects a hold call | Reconnect can also be used to retrieve a hold call even if the consultation call has already ended. Reconnect only works if the consulted party has accepted the call. If the consult call is in alerting state reconnect cannot be used. | SAP > CCE/CCH | YES |
| Direct Transfer | Agent executes a direct transfer (blind transfer, single step transfer) | SAP > CCE/CCH | YES | |
| Consultation Transfer | Agent executes a consultation transfer (warm transfer) while having a call on hold | SAP > CCE/CCH | YES | |
| Direct Conference | Agent executes a direct conference | - | NO | |
| Consultation Conference | Agent executes a consult call while having a call on hold and establishes a conference with all participants | SAP > CCE/CCH | YES | |
| Hang Up | Agent hangs up a call | SAP > CCE/CCH | YES | |
| Make Call | Agent makes a manual outgoing call by using the SAP ICWC dial pad | SAP > CCE/CCH | YES CCE/CCH specifies that a make call request is only allowed if the agent is in Not Ready state. | |
| Alternating | Agent alternates between two calls | Typically, the button for the alternate function is named “Toggle” on SAP ICWC | SAP > CCE/CCH | YES |
| Consult | Agent executes a consultation call while having a call on hold | SAP > CCE/CCH | YES | |
| Transfer Hold Call | Agent executes directly a warm or blind transfer using the SAP ICWC while having a call on hold | SAP > CCE/CCH | YES | |
| Drop Conference Participant | Conference owner (agent) drops a participant from the conference | SAP > CCE/CCH | YES | |
| Call rescheduling | Agent reschedules an outbound campaign call via the SAP ICWC’s preview screen | SAP > CCE/CCH | PARTIALLY - The SAP ICWC does not allow an agent to specify a certain callback phone number when a call is rescheduled - SAP ICWC stipulates that the specification of a callback time is mandatory regardless of the selected rescheduling reason, even if this does not make sense for reasons which are used to classify an outbound call (e.g. fax or wrong party). If SAP Note 1993571 has been installed, the specification of a callback time is optional for all reasons |
Call Handling Events using a Cisco IP Phone
| Event | Description | Comment | Direction | Supported / Not Supported |
|---|---|---|---|---|
| Accept | Agent answers a call by using his hard phone | YES | ||
| Reject | Agent rejects a call by using his hard phone | CCE/CCH > SAP | NO Not supported by CCE/CCH | |
| Hold | Agent puts a call on hold by using his hard phone | CCE/CCH > SAP | YES | |
| Retrieve | Agent retrieves a call which is on hold by using his hard phone | CCE/CCH > SAP | YES | |
| Direct Transfer | Agent executes a direct transfer (blind transfer, single step transfer) by using his hard phone | CCE/CCH > SAP | YES | |
| Consultation Transfer | Agent executes a consultation transfer (warm transfer) while having a call on hold by using his hard phone | CCE/CCH > SAP | YES | |
| Direct Conference | Agent executes a direct conference by using his hard phone | - | NO | |
| Consultation Conference | Agent executes a consult call while having a call on hold and establishes a conference with all participants by using his hard phone | CCE/CCH > SAP | YES | |
| Hang Up | Agent hangs up a call by using his hard phone | CCE/CCH > SAP | YES | |
| Make Call | Agent makes a manual outgoing call by using his hard phone | CCE/CCH > SAP | YES CCE/CCH specifies that a make call request is only allowed if the agent is in Not Ready state. | |
| Alternating | Agent alternates between two calls by using his hard phone | CCE/CCH > SAP | YES | |
| Consult | Agent executes a consultation call while having a call on hold by using his hard phone | CCE/CCH > SAP | YES | |
| Accept | Agent answers a call by using his hard phone | CCE/CCH > SAP | YES |
Action Item Handling Events
| Event | Description | Comment | Direction | Supported / Not Supported |
|---|---|---|---|---|
| Accept | Agent accepts an incoming action item | YES | ||
| Reject | Agent rejects an incoming action item | SAP > CCE/CCH | YES | |
| Transfer | Agent transfers an action item | - | NO Transfer of an action item is not supported by SAP | |
| End | Agent ends his work on an action item | SAP > CCE/CCH | YES | |
| Handling of multiple action items simultaneously | Agent handles multiple action items simultaneously | An agent can handle up to 6 action items simultaneously | CCE/CCH > SAP | YES |
Chat Handling Events
| Event | Description | Comment | Direction | Supported / Not Supported |
|---|---|---|---|---|
| Accept | Agent accepts an incoming chat | YES | ||
| Reject | Agent rejects an incoming chat | SAP > CCE/CCH | YES | |
| Direct Transfer to agent | Agent transfers chat session to another agent | SAP > CCE/CCH | YES | |
| Direct Transfer to agent group | Agent transfers chat session to a group of agents (skill group) | SAP > CCE/CCH | YES | |
| Consultation Transfer to agent | Agent executes a consultation transfer of a chat session to another agent | - | NO Not supported by SAP | |
| Consultation Transfer to agent group | Agent executes a consultation transfer of a chat session to a group of agents | - | NO Not supported by SAP | |
| Conference | Agent executes a chat conference | - | NO Not supported by SAP | |
| Invitation of additional participants into a chat session | Agent invites additional participants e.g. agents to join an active chat session | - | NO Not supported by SAP | |
| Outgoing chat to a customer | Agent initiates a chat session to a customer | - | NO Not supported by SAP | |
| Outgoing chat to an agent | Agent initiates a chat session to another agent | - | NO Not supported by SAP | |
| Handling of multiple chat sessions simultaneously | Agent handles multiple chat sessions simultaneously | An agent can handle up to 5 chat sessions simultaneously | CCE/CCH > SAP | YES |
Supervisor Events
| Event | Description | Comment | Direction | Supported / Not Supported |
|---|---|---|---|---|
| Set agent to ready | Supervisor sets a monitored agent to ready by using his CTI OS Supervisor Desktop | YES | ||
| Set agent to not ready | Supervisor sets a monitored agent to not ready by using his CTI OS Supervisor Desktop | - | NO Not supported by CCE/CCH | |
| Logout an agent | Supervisor logs out a monitored agent by using his CTI OS Supervisor Desktop | CCE/CCH > SAP | YES | |
| Barge In | Supervisor barges into a monitored call by using his CTI OS Supervisor Desktop | CCE/CCH > SAP | YES | |
| Intercept | Supervisor intercepts a monitored call by using his CTI OS Supervisor Desktop | CCE/CCH > SAP | YES | |
| Silent Monitoring | Supervisor monitors a call of an agent | Silent monitoring events are only transmitted inside of CCE/CCH | - | YES |
Presence Events
| Event | Description | Comment | Direction | Supported / Not Supported |
|---|---|---|---|---|
| Basic Presence | Agent checks the availability of all other logged in agents | YES | ||
| Presence Search | Agent checks the availability of one or several logged in agents by specifying a search term | SAP > CCE/CCH | YES | |
| Presence Collaboration | Agent performs a collaboration action to communicate with another agent | SAP > CCE/CCH | PARTIALLY Supported collaboration options: - Dial - Blind Transfer - Warm Transfer - Conference |
Data
| Event | Description | Comment | Direction | Supported / Not Supported |
|---|---|---|---|---|
| CCE/CCH Call Variables | On an incoming call, action item or chat CCE/CCH call variables 1-10 can be transferred to SAP as ItemAttachedData. | YES | ||
| CCE/CCH ECC Variables | On an incoming call, action item or chat CCE/CCH ECC variables can be transferred to SAP as ItemAttachedData. | CCE/CCH > SAP | YES | |
| SAP ItemAttachedData, ActionItemAttributes, RoutingAttributes | 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- or ECC variables. | SAP > CCE/CCH | YES | |
| ANI | On an incoming call, the number of the calling party (ANI) is sent to SAP using the designated remoteNumbers-field | CCE/CCH > SAP | YES | |
| DNIS on an incoming call | DN | On an incoming call, Connects for SAP can send a DNIS stored within call or ECC variables to SAP. | CCE/CCH > SAP | YES |
| DNIS on an outgoing call | DN | On an outgoing call, the number of the called party (DNIS) is sent to SAP using the designated remoteNumbers-field. | CCE/CCH > SAP | YES |
| CED | Caller Entered Digits | On an incoming call, Connects for SAP can send CEDs stored within call or ECC variables to SAP | CCE/CCH > SAP | YES |
| CCE/CCH Call or Media Identifier | ICM Call ID | The CCE/CCH call or media identifier can be sent from CCE/CCH to SAP by storing the ID in a call or ECC variable of your choice. | CCE/CCH > SAP | YES |
| SAP GUID | On the SAP ICI interface, items are identified by a GUID. This GUID created by Connects for SAP can optionally be stored in a CCE/CCH call or ECC variable. The GUID can be stored in a CCE/CCH call or ECC variable of your choice. For outgoing calls, the GUID of the calling agent is stored. For incoming calls the GUID of the agent that will receive the call is stored. If an agent calls another agent directly, the GUID of the outgoing call will be overwritten by the GUID of the agent receiving the call. | SAP > CCE/CCH | YES | |
| Text in chat messages | CCE/CCH > SAP | YES | ||
| MIME types in chat messages | Internet media types | MIME types such as audio, image, video, multipurpose etc. | - | NO Not supported by Connects for SAP |
| ECC Arrays | - | NO ECC Arrays are not supported by Connects for SAP | ||
| Videos, images, attachments in chat messages | Videos, images, sound files and other attachments | - | NO Not supported by Connects for SAP | |
| SAP Attached Data at transfer | To transfer attached data populated by SAP, a CCE/CCH call or ECC variable and the built-in data storage of the Connects for SAP is used. The attached data is temporarily stored within the internal data storage of the Connects for SAP service for agent to agent transfer or conference. Only a reference to the data storage entry needs to be transferred among the agents using CCE/CCH call or ECC variables. | YES - If an agent executes a blind call transfer to another agent by using the Cisco IP Phone, SAP attached data is not transferred. - When an agent wants to execute a consult call transfer to another agent, the agent has to use the SAP ICWC agent desktop to establish the consultation call, otherwise SAP attached data is not transferred. | ||
| DTMF | DTMF tones 0,1,2,3,4,5,6,7,8,9,*,#,A, B,C,D | SAP > CCE/CCH | YES As of SAP CRM 7.0, a special DTMF dial-pad is part of the ICWC’s communication toolbar (check SAP Note 1636675 for more information). Before SAP CRM 7.0, the dial-pad of the SAP ICWC cannot be used to send DTMF tones to the Connects for SAP. Customization in SAP is necessary to create a button which triggers the transmission of the IciPhoneCall_sendDtmf message to the Connects for SAP to transmit DTMF information | |
| Not Ready Reason Codes | Not Ready Reasons, SAP Work Modes | Customer defined SAP Work Modes for not ready state can be configured in the Connects for SAP. These customer defined work modes are displayed in a dropdown list on the SAP ICWC. All customer defined SAP Work Modes must also be configured in CCE/CCH. | CCE/CCH > SAP | YES |
| Call classification / rescheduling reasons for outbound campaign calls | SAP ICWC allows an agent to navigate to the preview screen and select a rescheduling reason regardless of the state of an outbound call (alerting, connected, wrap up) | PARTIALLY - As CCE/CCH Outbound Option’s expected reason-identifiers differ from the SAP call result identifiers the CRMConnectorSAP component maps the call result identifiers received from SAP to an appropriate CCE/CCH identifier - Only rescheduling reasons that are selected while an outbound call is connected are transmitted to CCE/CCH. The same applies to selected callback times and to call classifications like answering machine and fax | ||
| Transfer call-lists for outbound campaigns | Transfer call-lists from SAP CRM to Cisco CCE/CCH via the SAPphone (RFC) interface using function SPS_PDLISTTRANSFER | SAP allows that for each phone number of a call-list entry a separate time range to call the customer can be specified. However, as CCE/CCE Outbound Option does not support this functionality CRMConnectorOutboundSAP writes one time stamp per calllist entry into its CSV-file. | SAP > CCE/CCH | YES |
| SAP Call ID for outbound campaign calls | Base64-encoding of the SAP Call ID, used to uniquely identify an outbound call in SAP, so that it can be imported by the CCE/CCH Outbound Option’s Import Rule and passed to SAP via the ICI interface along with an outbound campaign call | SAP > CCE/CCH CCE/CCH > SAP | YES | |
| Modify a transmitted outbound campaign call-list | SAPphone (RFC) interface function SPS_MODIFY_PDCALL | NO Not supported by Connects for SAP | ||
| Delete a transmitted outbound campaign call-list | SAPphone (RFC) interface function SPS_DELETE_PDCALL | NO Not supported by Connects for SAP | ||
| Retrieve statistical information for an outbound campaign | SAPphone (RFC) interface function SPS_STATCAMPAIGN | NO Not supported by Connects for SAP | ||
| Determine outbound campaigns that are completely or partly active | SAPphone (RFC) interface function SPS_CAMPAIGNS_GET | NO Not supported by Connects for SAP | ||
| Determine the outbound campaigns into which a certain call has been downloaded | SAPphone (RFC) interface function SPS_ASSIGNED_CAMPAIGNS_GET | NO Not supported by Connects for SAP |