Var Pool

Overview

With the help of the VarPool it is possible to deliver larger amounts of data from the ChatConnector to the SapConnector. The data structure and its filling can be defined in the ChatConnector. With the help of RunScripts, the data from the CCE script can be queried and edited. In the connector, the data can ultimately be made available to the CRM.

Chat Connetor

Since a new chat enters the CCE via the Chat Connector, the Chat Connector is responsible for creating the Var Pool structure and initializing it. The data structure consists of key-value pairs. Data from the first chat message or the subject can be used for initialization. When initializing it is possible to define keys read only.

This key value pair can be defined as many times as necessary. The key value pairs are separated by the semicolon

The Key

The key must be unique and can contain a prefix. A prefix is marked with a dot.

Name	Description	Flags
SYS.	All system defined values. As Example SYS.HCSIC, SYS.CPF, SYS.CA
SUB.	All predefined variables for subject/first message handling should have a SUB. prefix. As example: SUB.Nickname, SUB.SRName, SUB.Language
VP.	Prefix for VarPool variable, set by ChatConnector. Free definition

The following SYS keys are useble:

Name	Description	Flags
CA	Customer Accepted message.	W
CBBA	Clean buffer befor append	W
CBF	Chat being failovered	W
CBT	Chat being transferred	W
CIT	Chat is transferred	RT
CLUN	Local peer address	R
CPF	chat partner found message	W
CRUN	Remote peer address	R
CUT	Chat user type	R
HCSIC	Do not archive messages	W
INTERID	Interaction Id	RT
IRR	Initial route request	R
SC	Session closed	W
SUBJECT	Subject	R

Flags

The flags define whether a value is initialized and whether it can be read and written.

Flag	Description
T	All system defined values. As Example SYS.HCSIC, SYS.CPF, SYS.CA
R	All predefined variables for subject/first message handling should have a SUB. prefix. As example: SUB.Nickname, SUB.SRName, SUB.Language
W	Prefix for VarPool variable, set by ChatConnector. Free definition

Chat User Client

There ar to ways to transmit customer insfos to CCE. In first one, we can transmit key value pairs over the subject. In second one, we transmit key value pais as first message over the payload terminated by linefeet. Keys that are not configured in the ChatConnector with the prefix SUB. and the flag T have no effect in the ChatConnector.

Via subject:

Via payload first line:

Media Manager

As a server, the Media Manager is responsible for data distribution. In order for it to be able to carry out its services, it needs ECC variables to transfer between Media Manager and CCE.

[MRI]
...
ECC01=user.BS_inout

The Media Manager does not require any configuration for the Var Pool, all Var Pool data received is forwarded by the Media Manager.

CCE

In order for CCE to transfer data to the Media Manager, an ECC variable must be defined. This is done via the Configuration Manager / Expanded Call Variable List tool of the Admin Workstation. Default is configured user.BS_inout, ideally with the maximum length of 211 charactersets.

Var Poo data can be read and overwritten from the CCE script. It is also possible to send texts to the Chat user or query their entries. The following commands are available for this purpose.

Todo this, a dialed number must be set up that corresponds to the Chat Connector service on one side and is linked to a script on the other side. The dialed number must be created on the Media Routing PIM. This happens via the Configuration Manager / Dialed Number -Script Selecter List.

With the help of the runscript nodes it is possible to send commands to the Chat Connector. In order for these to be used in the script, they must be recorded in the Configuration Manager / Network Vru Script List.

The following commands are possible.

Name	VRU script name	Timeout	Comment
CLR_SELECTION_CHAT	132;CHAT	30	Clear the selection buffer
GET_PARAMETER_CHAT	135;CHAT	30	Get value by key on Chat Connector
GET_SELECTION_CHAT	131;CHAT	300	Get input from customer
SET_PARAMETER_CHAT	134;CHAT	30	Set value by key on Chat Connector
WRITE_TEXT_CHAT	120;CHAT	30	Write a text to customer

In the script, the different modules can be called one after the other as desired.

The following commands are possible.

Clear Selection (CLR_SELECTION_CHAT)

All data entered by the customer will be deleted.

Set  BS_inout=""

RunScript  CLR_SELECTION_CHAT

Return  BS_inout=""

Get Selection

Get all data entered by the customer.

Set  BS_inout="<NuberOfCharacter>;<WaitTime>;<AdditionalParam>"

RunScript  GET_SELECTION_CHAT

Return  BS_inout="<ReceivedCharacters>"

Param Name	Comment
NumberOfCharacter	Defines the number of maximum expected characters. 0: No limit is defined. The termination criterion is the timer.
WaitTime [mSec]	Maximum waiting time. What is there is then returned. After the return the buffer is deleted.
AdittionalParam	Key value pairs which are separated with a space

Get Parameter

Get a by key defined value from Chat Connector.

Set  BS_inout="<Key>"

RunScript  GET_PARAMETER_CHAT

Return  BS_inout="<Value>"

Param Name	Comment
Key	The name from key value pair.

Set Parameter

Set a by key defined value from Chat Connector.

Set  BS_inout="<key>=<value>"

RunScript  SET_PARAMETER_CHAT

Return  BS_inout=""

Param Name	Comment
Key	The name from key value pair.
Value	The value from key value pair.

Write Text

Put a text to customer.

Set  BS_inout="<text>"

RunScript  WRITE_TEXT_CHAT

Return  BS_inout=""

Param Name	Comment
text	Desired text to be sent to the customer

SAP Connector

All data transferred via ICI must be packaged in attached data. Val Pool data is also available for tasks, i.e. for mail and chat.

[Config]
TpiMediaDataPassingEx=<ContainerName>={element }

Type	Format	Comment
text	"<text>"	Static text
parameter	CV.01..CV10 Local.<name> ECC.<name> VP.<name>	Put value from parameter

Sample

The nickname and a customer session ID should be transmitted by the customer with the first line. The nickname should then be saved in the cce call variable 10. The same nickname should then be transferred to the agent in the attached data.

Customer Client

The first line would be generated automatically.

NickName="Hans"|Language="en"|
Good morning 
...

Chat Connector

The key value pairs must be created in the Chat Connector so that they are filled in by the first line.

[Gate_mcil]
ApplicationId=<UniqueNumber>
MmHostA=<MediaManagerHostA>
MmHostB=<MediaManagerHostB>
RunScriptParameterInName=ECC.user.BS_inout
RunScriptParameterOutName=ECC.user.BS_inout
VarPool=SUB.NickName[RT];SUB.Language[RT];SUB.SUBJECT[RT]

[Gate_jabber]
JabberServerHostname=<ChatServerHost>
JabberServerPort=<ChatServerPort>

[DnChatUsers]
Username(0)=<ChatUserName>
Password(0)=<ChatUserPassword>
ScriptSelector(0)=<CCE-ScriptSelector>

Media Manager

The media routing domain ID must be specified in the media manager.

[MR_DOMAINS]
CHAT=<MrdId>

[CTISERVER_1]
HOST_A=<CtiSvcHostA>
HOST_B=<CtiSvcHostB>
PERIPHERALID=<DefinedInCCE>
APPLICATIONPATHID=<DefinedInCCE>

[MRI]
PORT=7020
MAX_PROTOCOL_VERSION=1
ECC01=user.BS_inout
APP_STR_MAX_LENGTH=38

CCE

A script name must be created in the CCE which matches the script name in the Chat Connector. The script name is assigned to a script. In the script, the NickName is read out and an agent is then searched for.

>Start

>Set(Call.user.BS_inout="SUB.NickName")
>RunScript(GET_PARAMETER_CHAT)

>Set(Call.PeripheralValiable10=Call.user.BS_inout)

>LAA

CRM Connector SAP

Chat must be activated in the CRM Connector SAP. The Var Pool variable are filled into the attached data.

[Config]
AppUniqueApplicationId=<UniqueNumber>
AppChatEnabled=1
AppChatMaxSession=2
AppChatMsWrapup=1
AppChatDefaultSession=2

MediaChatLocalDomainName=<DomainName>
MediaChatRonaTimeout=60000
MediaHostA=<MediaManagerHostA>
MediaHostB=<MediaManagerHostB>

TpiMediaDataPassingEx=ICI-MEDIA="<BS><NickName>" VP.SUB.NickName "</NickName><Language>" VP.SUB.Language "</Language></BS>"