SAP ICWC Language

SAP ICWC Language

A SAP user language is transmitted from SAP to the CRMConnectorSAP at agent login.

Example:

Agent logs in with language German (country code: DE)

<SOAP-ENV:Header>

<pre:user xmlns:pre="urn:IciItemInterface" SOAP-ENV:mustUnderstand="0"
xsi:type="xsd:string">TestAgent</pre:user>

<pre:language xmlns:pre="urn:IciItemInterface"
SOAP-NV:mustUnderstand="0"xsi:type="xsd:string">**DE**</pre:language>

</SOAP-ENV:Header>

The language of the buttons on the ICWC is controlled by SAP, but the call states, media states, and user states on the agent frontend are set by the CRMConnectorSAP. For this reason, the CRMConnectorSAP can send the events to the SAP system in the appropriate language.

For each language, a separate file has to be stored within the subdirectory “\languages” of the CRMConnectorSAP installation directory. The work modes (i.e. Not Ready Reasons) are also defined in the language files (refer to SAP Work Modes for more information). The names of the language files have to correspond to the official international country codes (e.g. “EN” for English, “DE” for German, “FR” for French). Microsoft Windows Server must be able to display the country codes; otherwise they cannot be read by the CRMConnectorSAP.

The information in the language files can be constructed using UTF-8 codes. The CRMConnectorSAP transmits the UTF-8 codes to the SAP system which will decode and display them on the ICWC as Unicode characters.

If the languages directory is empty, the country code sent at agent login is unknown, or no language file with the country code can be found in the languages directory, the CRMConnectorSAP uses its internal English language file. Note that the internal English language file does not contain any “Not Ready Reasons” and therefore the dropdown menu for the SAP Work Modes on ICWC will be empty.

The language files are read at start-up of the CRMConnectorSAP. Changes in the language files that are performed while the CRMConnectorSAP is running are not applied dynamically. The CRMConnectorSAP service has to be restarted for the changes to take effect.

b+s Connects for SAP comes with five pre-defined language files: English, German, French, Italian, and Spanish. The system administrator must create additional language files manually.

Example:

English Language File (EN.lfg)

[workMode]
#1=Logged off, 2=Logged on - ready, 3=Logged on - not ready
1=Logged off
2=Logged on - ready
3=Logged on - not ready
[workModeSupplementary]

#1xxx=comment
[channel]

#1=telephony, 3=chat, 4=action routing
1=telephony
3=chat
4=action routing

[proceedingState]
#1=not in process, 2=active, 3=wrapup, 4=suspended
1=not in process
2=active
3=wrapup
4=suspended

[itemState]
#1=created
1=created

[callState]
#1=created, 2=new, 3=alerting, 4=ended, 101=connected,
#102=idle, 103=dialing, 104=ringing, 105=busy, 106=hold, 
#108=conferenceOwner,
109=conferenceParticipant
1=created
2=new
3=alerting
4=ended
101=connected
102=idle
103=dialing
104=ringing
105=busy
106=hold
108=conferenceOwner
109=conferenceParticipant

[containerState]
#1=OK, 2=failure, 3=removed
1=OK
2=failure
3=removed

[chatState]
#1=created, 2=new, 3=alerting, 4=ended,
#301=connected, 302=inviting
1=created
2=new
3=alerting
4=ended
301=connected
302=inviting

[actionItemState]
#1=created, 2=new, 3=alerting, 4=ended,
#401=accepted
1=created
2=new
3=alerting
4=ended
401=accepted