SAP Work Modes

Customer defined SAP Work Modes for the “Not Ready” state can be configured in the CRMConnectorSAP language files. These customer-defined work modes are displayed in a dropdown list on the ICWC. If a work mode contains a hyphen, it is displayed with a line break in the ICWC’s dropdown list.

The list above is displayed using the following settings in the language file EN.lfg:

[workModeSupplementary]
#1xxx=comment
1001=Lunch

Customer defined SAP Work Mode numbers must be higher than 999. The maximum number of customer defined SAP Work Modes per language file is 47.

To map the SAP Work Mode number to CCE/CCH “Not Ready Reason” codes, there is a TpiNotReadyReasonCodeOffset setting in the CRMConnectorSAP initialization file.

For the example above, the offset must be set to 1000 to match CCE/CCH “Not Ready Reasons” code 1 and 2.

note

All customer defined SAP Work Modes must also be configured in CCE/CCH. Please refer to the appropriate Cisco Contact Center solution documentation for information about how to configure “Not Ready Reasons” in CCE/CCH.

Setting	Description
TpiNotReadyReasonCodeOffset	Not Ready Reason Code Offset between SAP and CCE/CCH.Default is 1000 Example: SAP Work Mode Number: 1001 Offset = 1000 This results in CCE/CCH Not Ready Reason code 1 being sent to the CTI Server

If the “Idle reason required” setting in the CCE/CCH Agent Desk Settings is activated, the setting CtiRequiredNotReadyReasonCodeDefaultValue in the configuration-file of the CRMConnectorSAP must be set to a value other than “0”. A “Not Ready” state with a NotReadyReasonCode 0, reported by SAP, will be replaced by the pre-set value by the CRMConnectorSAP before forwarding it to CCE/CCH.

[CONFIG]
...
CtiRequiredNotReadyReasonCodeDefaultValue=<code>
...

Wrapup reasons are not supported by SAP CRM. If WrapupReasons are set to required in UCCE, the CRMConnectorSAP has to send a wrapup reason other than 0. The following key can be used to set a default wrapup reason value in the CRMConnectorSAP's configurtion-file (CRMConnectorSAP.ini):

[CONFIG]
...
CtiRequiredWorkNotReadyReasonCodeDefaultValue=<code>
...

Logout reasons are not supported by SAP CRM. If Logout reasons are set to required in UCCE, the CRMConnectorSAP has to send a logout reason other than 0. The following key can be used to set a default logout reason value in the CRMConnectorSAP's configurtion-file (CRMConnectorSAP.ini):

[CONFIG]
CtiRequiredLogoutReasonCodeDefaultValue=<code>

Usually, the follow-up status is transferred to the UCCE with set work mode (set agent state change) and with the wrapup end. If the status of the UCCE side is changed prematurely, the statuses saved in between are lost. The following keys can be used to set the subsequent states during the call or during the wrapup state.

[CONFIG]
TpiSendDirectSetStateInBusyState=<0/1>
TpiReSendWrapupReqAfterSetState=<0/1>
TpiSendDirectSetStateInWrapup=<0/1>

For further information, please refer to Wrapup.