Contact Center Simulator - Authorization

Hi,
we have activated contact center simulator, however when we try to run it in the BCB/CCS administration page, we can't login and get "Cannot authenticate the user" message prompted.
any lead is really appreciated.
thanks
JD

Hey Kevin,
could you be so kind to share your solution?
Thanks in advance,
Wladimir

Similar Messages

BCB Contact Center Simulator

Hello Gurus,
I have a situation to demo the Telephony functionality to my client.
What is the configuration i need to do for setting up BCB application in CRM application?
What is the authorization object or role i need to have to access Contact Center Simulator in BCB application.
All your help is highly appreciated and valued.
Regards
Amar

Hi Amar,
Just follow the steps described in Stephen Johannes weblog located here:
The specified item was not found.
Please note that you need CRM java stack to be installed.
Kind regards and good luck!
Garcia

Contact Center Simulation Steps

HI All,
I am trying to simulate CCS , by following a blog /people/stephen.johannes/blog/2008/05/21/crm-contact-center-simulator-setup .
I have acccessed BCB via http://<javahost>:<javaport>/bcb , but once i am into the screen,it asks to login as admin . i tried logging in with my usual user id , but its not allowing me and hence not able to simulate the phone call.
Any help or any other approach of simulating the call
Many thnx in advance
Chandu

Hi Chandu,
If you add the SAP_J2EE_ADMIN role to your user account, you should be able to log into the simulator.
Sincerely,
Glenn
Glenn Abel
Covington Creative
www.covingtoncreative.com

Contact center simulator

Hi Experts,
I want give a demo to the client CIC on IDES. For this I came to know about the Contact center simulator. Can any one help me out to tell the process of installing this simulator or any supporting document or link will be helpful....
When I am checking in google I got one Link by Stephen Johannes but those link are not working......
Regards,
Sap Adherent.
Message was edited by: Sap Adherent

Hello Sap Adherent,
Stephen Johannes blog is the best source of information on this. I had a look and can see the link for the ICI Overview is broken.
You should be able to access this now at Integrated Communication Interface - Using Java - SAP Library
I hope this helps!
Kind Regards,
James

Contact Center Simulator (CCS) agent details

hi friends
When i use the Contact Center Simulator (CCS) and click on Agents to see the total number of agents who are logged on and available it displays
"Currently no agents are logged on to CCS".
I dont know where is the problem can any one help me as its a urgent requirement to test the working.
Do i have to assign and channel seperately to agent also if so how plz help us?
Thanks & Regards
Pulkit

Hello Pulikt,
Do the following :
Step 1.) Open up the IC Web client, log into it by using your CRM system user and ensure that the telephony channel is selected. Select Work mode : Ready using the radio button.
Step 2.) Choose refresh on the CCS Agent Over view page.
Hope this helps in solving your problem.
Regards,
Khushboo

Contact Center Simulator Error

Hello experts,
I am trying to simulate the Contact Center simulator in one of our test systems. When I try to access the simulator using
http://<hostname>:<port>/bcb
The browser is giving the error
Service cannot be reached
What has happened?
URL http://host_name/bdb call was terminated because the corresponding service is not available.
Note
The termination occurred in system XXX with error code 404 and for the reason Not found.
The selected virtual host was 0 .
What can I do?
Please select a valid URL.
If you do not yet have a user ID, contact your system administrator.
ErrorCode:ICF-NF-http-c:000-u:SAPSYS-l:E-i:HOST_XXX_00-v:0-s:404-r:Notfound
HTTP 404 - Not found
Your SAP Internet Communication Framework Team
All the services are active only. which service I'm missing to activate? OR am I missing any other settings?
Please advise.
Thanks,
Pandu

Hi,
The Contact Center Simulation runs on the J2EE stack so you need to know your J2EE HTTP port and include that in your URL.
http://<server>:<J2EE Port>/bcb
The J2EE port is different from the HTTP/S port.
Check with your basis team to know you J2EE port.
Regards,
Joost

Unable to access contact center simulator

All,
I have done the required conifg steps to set up CCS(Contact Center Simulator). These include:
3.1.2.1     Defining CMS Profile
3.1.2.2     Defining CMS System
3.1.2.3     Defining HTTP Connection (Tested sucsessfull follwoed note 841873)
3.1.2.4     Maintaining CMS Connection
3.1.2.5     Assigning CMS System to CMS Profile
When I try to access the CCS using the following link http://<hostname>:<port>/ccsui/CSSUIStart.jsp
I get the follwoing error
The requested resource /ccsui/CSSUIStart.jsp is not available
Details:   File [CSSUIStart.jsp] not found in application root of alias [ccsui] of J2EE application [sap.com/tcbcbici].
Any help on this would be rewarded.
Ani

Have you tried your SIM in another phone to see if the SIM might be faulty?
Ray.

Error with the Contact Center Simulator

Hello All,
I am trying to use the Contact Center Simulator (CCS) with the IC WebUI in SAP CRM 7(IDES).
I have done all the settings as per SAP Help and the Blog: How to Configure Contact Center Simulator User Interface (CCSUI)n
When i try to use the CCS i am running into a issue.
This is the sequence of steps -
1 - I start the CCS and then then i login to the IC WebUI and in the CCS i can see the Agent with status "Not Ready".
2 - I change the status in the IC WebUI to "Ready" but the status in the CCS doesnot change to "Ready" and remains "Not Ready"
Tried installing different version of JRE (1.4.xx and 1.3.xx) but no change.
Activated the ICI trace and the error message is see in the ICI is
Http Outgoing Request - Http/1.0 401 Unauthorized
Logon Failed
Call of url http://<servername>:8004/sap/bc/bsp/sam_sess_queue/sam_session_queue_cntrler.do terminated due to error in logon data
Note
Logon performed in system <systemname>.No logon data provided.
I checked SICF and all the required services are activated.
So not sure whats the cause of the error.
Any help/suggestions will be greatly appreciated.
Cheers
Subu

Hi Subbu,
I have a similar problem , I'm able to view in CCS this message : Currently no agents are logged on to CCS , how do we proceed forward , i logged to WEB UI and the status is Ready but i'm not able to see the same status in CCS..
Appreciate if you can publish your solution in this thread ...
Thanks,
Satish

Contact Center Simulator & IC WebClient

Hi all
I'd like to use CCS to run some tests with IC WebClient scenario.
What I'm doing is the following:
1) I start WebClient application, log on with an authorized user, choose the proper profile, ensure that telephony channel is selected and Select work mode Ready
2) I start the CCS, verify that my user appears in the Agents Overview page with workmode Ready and than choose Telephony/Simulation. At this point I specify a telephone number (from), select the number that identifies me (to) and press button "Call Agent"
At this point I expected something to happen in the WebClient but it is unchanged.
I followed the Best Practices (building block C78) to set up the scenario in a development system.
Can anyone suggest me what to check ?
Many thanks

Hi Christian,
First of all, look at the following oss notes: 790596, 787085, and 721008.
They contains interesting hints, but my system was recently upgraded.
The problem I experienced was due to wrong syntax for the caller thelephone number. I found the solution just running many test...
Example:
I have an business partner with phone number 0101020001 set within its master data. I used that number for simulation, but it does not work: you have to add the "+" character, that is, the number of the caller I use now for simulation is +0101020001...and it works !
To be honest I did not care about the phone number, I expected a problem due to missing customizing or a bug somewhere.
Hope this solve your problems
Alessandro

CUIS Contact Center Reporting Error

I was getting this error on CUIS Reporting tool. I have developed a report using Database Query. My query runs successfully on SQL Server, but its making error in front end. Could anyone have solution on this?
Thread was being aborted. at System.Threading.Thread.AbortInternal() at System.Threading.Thread.Abort(Object stateInfo) at System.Web.HttpResponse.End() at System.Web.HttpResponse.Redirect(String url, Boolean endResponse) at ViewerLauncher.Page_Load(Object sender, EventArgs e)
Thanks,

Hi,
The Contact Center Simulation runs on the J2EE stack so you need to know your J2EE HTTP port and include that in your URL.
http://<server>:<J2EE Port>/bcb
The J2EE port is different from the HTTP/S port.
Check with your basis team to know you J2EE port.
Regards,
Joost

Ask the Expert: Deployment and Troubleshooting Cisco Unified Contact Center Express (UCCX) Deployments

With Anirudh Ramachandran and Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco UCCX (such as the integration of Cisco Social Miner to provide agent chat and better reporting using the Cisco Unified Intelligence Center), as well as the existing features of Historical Reporting, custom reporting using the historical database, Agent Email services, JTAPI integration with CUCM, and the HA over WAN cluster mechanism.
Anirudh Ramachandran is a customer support engineer at the Cisco Backbone Technical Assistance Center in Bangalore, India. Working in the Asia-Pacific time zone for the last two years, he focuses on Cisco Unified Contact Center Express issues and specializes in Linux, JTAPI/CTI integration, and UCCX system and database issues. He holds the CCNP Voice and UCCX Specialist certifications, and is also a Red Hat Certified Engineer. Anirudh writes tools and automates bug workarounds for UCCX in addition to working on TAC service requests, and currently has authored and co-authored seven such tools. Anirudh graduated from the National Institute of Technology Karnataka with a Bachelor of Technology in Computer Engineering.
Abhiram Kramadhati is an engineer with the Contact Center Backbone team in the Asia Pacific timezone. He has been working with UCCX since he started with Cisco 2 years ago. During his time at Cisco, he has built his expertise around UCCX Telephony applications, JTAPI integration, UCCX system behaviour, LDAP components and also UCCX as IPIVR in UCCE environments. He also works on other technologies including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the region. Abhiram is a Telecommunications engineer from Bangalore, India.
Remember to use the rating system to let Anirudh and Abhiram know if you have received an adequate response.
They might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video Contact Center subcommunity discussion forum shortly after the event. This event lasts through May 3, 2013. Visit this forum often to view responses to your questions and the questions of other Cisco Support Community members.

Hi Anthony,
Thanks for the question.
This is an interesting requirement, since the UCCX trigger's configuration is translated only to the Call Forward Busy External setting on the CUCM.
Trigger creation:
144768: Apr 22 21:54:23.789 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet.updateNewTrigger() - Creating a new Trigger :1234
144876: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet routePoint = 1234
144877: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet description = testt
144878: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet deviceName = testt
144879: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePool = {1B1B9EB6-7803-11D3-BDF0-00108302EAD1}
144880: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePoolName = Default
144881: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpace =
144882: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpaceName = None
144883: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet redirectCSS = default
144884: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet location = {29C5C1C4-8871-4D1E-8394-0B9181E8C54D}
144885: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet locationName = Hub_None
144886: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partition =
144887: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partitionName = None
144888: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfile =
144889: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfileName = None
144890: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyVM =
144891: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyDestination =
144892: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSS =
144893: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSSName = None
144953: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: try makeRequest() on AXL: 10.106.113.142, AXLUser: axl, AXLPassword: XXXXXX
144954: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:CCMVersionSOAPAdmin.getAXLVersion():7.1
144955: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - Start REQUEST ====================
144956: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 440
http://schemas.xmlsoap.org/soap/envelope/">MADM_5691234CRS Line descriptionCallPark
144957: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - End REQUEST ==================
144958: Apr 22 21:54:23.914 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: getSocket: MADM_LIB_AXL_AXL_SOCKET_POOL-0-79[TLS_RSA_WITH_AES_128_CBC_SHA: Socket[addr=10.106.113.142,port=8443,localport=44913]]
144987: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - Start REQUEST ====================
144988: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 839
http://schemas.xmlsoap.org/soap/envelope/">MADM_570testttesttCTI Route PointCTI Route PointCTI Route PointSCCPUserRing1000010000
144989: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - End REQUEST ==================
145014: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - CTI RP created.
145015: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - Created a Route Point = 1234
As you would aready know, the UCCX will send an AXL request (within the SOAP envelope) to the CUCM to create this RP. Looking at the existing code, there does not seem to be a method where we are differentiating between CFB_internal and CFB_external while sending this request.
We have taken this as an enhancement request and also spoken to the business unit about the same. It has been added to the roadmap, we will reach out to you offline to understand the business case so that the process can be expedited if needed.
Keep the questions coming
Cheers,
Abhiram Kramadhati

Using cisco jabber in a contact center environment

Hi All,
We have recently thought about using Cisco Jabber 10.5 in our environment for all contact center users follwoing are the versions we use
CAD - 8.5
UCCE - 8.5.3
CUCM - 8.6.2
We do not have a presence server but are planning on the same as we require it for jabber. Like to know if there would be any issues using CAD and CSD when we use jabber as a soft client and is there a requirement for CIPC or hardphones to be used with jabber.
Please help me out

This might help you out.
"Certain advanced use cases, such as those that involve posture assessment, profiling, and web authentication, are not consistently available with non-Cisco devices or may provide limited functionality, and are therefore not supported with non-Cisco devices. In addition, certain other advanced functions like central web authentication (CWA), Change of Authorization (CoA), Security Group Access, and downloadable ACLs, are only supported on Cisco devices.""
http://www.cisco.com/en/US/docs/security/ise/1.1.1/compatibility/ise_sdt.html

SR created using cs_servicerequest_pub.Create_ServiceRequest is not able to search it in Contact Center.

Hi All ,
I have created a SR using following sql api
declare
lx_msg_count NUMBER;
lx_msg_data VARCHAR2(2000);
lx_request_id NUMBER;
lx_request_number VARCHAR2(50);
lx_interaction_id NUMBER;
lx_workflow_process_id NUMBER;
lx_msg_index_out NUMBER;
lx_return_status VARCHAR2(1);
l_service_request_rec CS_ServiceRequest_PUB.service_request_rec_type;
l_notes_table CS_SERVICEREQUEST_PUB.notes_table;
l_contacts_tab CS_SERVICEREQUEST_PUB.contacts_table;
begin
-- Populate the SR Record type
l_service_request_rec.request_date := to_date('19-NOV-2013 16:27:34', 'dd-MON-YYYY
HH24:MI:SS');
l_service_request_rec.type_id := 4;
l_service_request_rec.status_id := 1;
l_service_request_rec.urgency_id := 44;
l_service_request_rec.inventory_item_id := 2530;
l_service_request_rec.inventory_org_id := 204;
l_service_request_rec.severity_id := 6;
l_service_request_rec.summary := 'TEST IBIZ';
l_service_request_rec.caller_type := 'ORGANIZATION';
l_service_request_rec.customer_id := 3532;
l_service_request_rec.verify_cp_flag := 'N';
l_service_request_rec.sr_creation_channel := 'PHONE';
l_service_request_rec.resource_type := null;
l_service_request_rec.group_type := null;
l_service_request_rec.owner_id := null;
l_service_request_rec.owner_group_id := null;
l_service_request_rec.bill_to_site_use_id := 1583;
l_service_request_rec.ship_to_site_use_id := 2359;
l_service_request_rec.exp_resolution_date := to_date('19-DEC-2013 16:27:34', 'dd-MON-YYYY
HH24:MI:SS');
l_service_request_rec.install_site_use_id := 178401;
l_service_request_rec.account_id := 3670;
l_service_request_rec.obligation_date := to_date('22-NOV-2013 16:27:34', 'dd-MON-YYYY
HH24:MI:SS');
l_service_request_rec.category_id := 1376;
l_service_request_rec.last_update_channel := 'PHONE';
l_service_request_rec.category_set_id := 27;
l_service_request_rec.incident_occurred_date :=to_date('19-NOV-2013 16:27:34', 'dd-MON-YYYY
HH24:MI:SS');
l_service_request_rec.incident_location_id :=178401;
l_service_request_rec.incident_country :='US';
l_service_request_rec.last_update_program_code :='CSXSRTAB';
l_service_request_rec.creation_program_code :='CSXSRTAB';
l_service_request_rec.bill_to_account_id :=3670;
l_service_request_rec.ship_to_account_id :=3670;
l_service_request_rec.bill_to_party_id :=3532;
l_service_request_rec.ship_to_party_id :=3532;
l_service_request_rec.bill_to_site_id :=2915;
l_service_request_rec.ship_to_site_id :=2915;
l_service_request_rec.incident_location_type :='HZ_PARTY_SITE';
dbms_output.put_line('before calling public sr');
FND_GLOBAL.APPS_INITIALIZE(
user_id => 0,
resp_id => 21739,
resp_appl_id => 514);
cs_servicerequest_pub.Create_ServiceRequest (
p_api_version => 2.0,
p_init_msg_list => FND_API.G_TRUE,
p_commit => FND_API.G_FALSE,
x_return_status => lx_return_status,
x_msg_count => lx_msg_count,
x_msg_data => lx_msg_data,
p_resp_appl_id => 514,
p_resp_id => 21739,
p_user_id => 0,
p_login_id => NULL,
p_request_id => NULL,
p_request_number => NULL,
p_service_request_rec => l_service_request_rec,
p_notes => l_notes_table,
p_contacts => l_contacts_tab,
x_request_id => lx_request_id,
x_request_number => lx_request_number,
x_interaction_id => lx_interaction_id,
x_workflow_process_id => lx_workflow_process_id );
dbms_output.put_line('Return Status : ' || lx_return_status);
dbms_output.put_line('Inserted request id: ' || lx_request_id );
dbms_output.put_line('Inserted request num : ' || lx_request_number );
dbms_output.put_line('Interaction ID : ' || lx_interaction_id );
IF (lx_return_status <> FND_API.G_RET_STS_SUCCESS) then
IF (FND_MSG_PUB.Count_Msg > 1) THEN
--Display all the error messages
FOR j in 1..FND_MSG_PUB.Count_Msg LOOP
FND_MSG_PUB.Get(
p_msg_index => j,
p_encoded => 'F',
p_data => lx_msg_data,
p_msg_index_out => lx_msg_index_out);
DBMS_OUTPUT.PUT_LINE(lx_msg_data);
END LOOP;
ELSE
--Only one error
FND_MSG_PUB.Get(
p_msg_index => 1,
p_encoded => 'F',
p_data => lx_msg_data,
p_msg_index_out => lx_msg_index_out);
DBMS_OUTPUT.PUT_LINE(lx_msg_data);
DBMS_OUTPUT.PUT_LINE(lx_msg_index_out);
END IF;
END IF;
exception
when others then dbms_output.put_line('in others main ' || sqlerrm);
commit;
end;
I am able to create SR using above code but when i try to search using the SR number it say no LOV is found from Contact Center . Please
help me out.
Thanks
Mark

Hi Mark,
Have you tried setting p_commit to FND_API.G_TRUE?
HTH, Ryan.

Direct CTI Integration with Oracle Contact Center Form

Hi,
We are on 11.5.10.2 and we are trying to implement the "Direct CTI Integration" solution that Oracle suggested to enable Screen Pop in contact center form based on data coming from a third party CTI. In our case we are using Genesys TServers for CTI.
In this document (The equivalent R12 document is on metalink titled DIRECT CTI Integration - Oracle EBS Contact Center & Third Party CTI [ID 734902.1]), Oracle solution involves little to no coding from the Oracle Apps side other than a few profile setups. We are not able to get started on this because we did not find some of the profile options. And the forms did not have the changes that Oracle said it should have. Obviously, we need to apply some patches but not sure which one.
I am wondering if there are any users and customer who have implemented a similar solution that can help us get started.
Thanks.
Regards,
Venkat

It has been a while since we did a test of the Direct CTI integration at my company. We are on a 12 release so the patches are included, unfortunately I can't help there.
Word from the Wise: Be Prepared....
The only development on the Oracle side that was necessary was the configuration of the profile settings. You select a port in the settings which will then instantiate an http listener on the user's thin client.
The development on the CTI side is intensive....you must code an http listener on your client CTI to enable two way communication between the Oracle thin client and your 3rd party CTI client (most likely residing on the desktop of the user PC, in my case, Cisco CTIOS).
Unless Oracle has since changed their model, you cannot just send a blind screen pop to the Oracle client due to the required 2 way communication. There are a lot of request/response's involved (registers, readys, etc). While it is absolutely necessary for an HTTP listener to exist on the Oracle side, I believe that it is unnecessary to have the level of communication required from the 3rd party CTI. The CTI needs the call control, I just don't believe that Oracle needs to know about it.
If I have incorrectly interpreted or understood the model/options, I hope someone can correct me.
Thanks,
Derek

CAD from Contact center into SAP CRM

Hi All,
I am no SAP expert, but the following is what we are trying to achieve:
-A call comes into a contact center application
-Via an integration this call is send to a SAP ICI webinterface and ends up at the agent logged on to that SAP session.
Now we have an awkward situation that the original number coming from the PBX is rather misformed +00031123456789. What we are expecting is +31123456789. The number coming from the PBX can be changed, but that is going to have consequences for all other people that are not connected to SAP, so doing this is not an option.
What I have been reading about is that it is possible to get CAD (Call Attached Data) to be send into the SAP ICI environment.
The contact center application is delivering the data in the following XML format:
What I am interested in is to map all these fields into such a way that I can use them in the SAP ICI interface.
I have been reading Link:[; and in there it is mentioned that there needs to be a mapping between these fields and an XSLT and ABAP. And a reference to a book.
Is there anybody that can help me with this? Or give me some other advice that could help me out in this case. I would very much appreciate it.
Thank you all very much for your input.
Best regards,
Corné

Hello Corné,
I'm guessing the reference was to my book, "Maximizing Your SAP CRM Interaction Center" from SAP Press, where on page 396 I offer a paragraph on how to identify a call via CAD rather than ANI.
Here's the excerpt:
How to Identify Account via Call Attached Data (CAD)
Is the Interaction Center able to identify a customer via account number contained in call attached data (CAD) rather the via automatic number identification (ANI) service?
Yes, it is possible to identify a customer by extracting the customeru2019s account ID from the call attached data (CAD). This can be configured in the IMG activity Define Account Identification Profiles (transaction CRMC_IC_BPPROF) in the fields under Contact-Attached Data Extraction. In the CAD Application ID field, enter the value that appears in the application ID tag that appears in the XML code of the Interactive Voice Response (IVR) system that collects the customeru2019s account number (e.g., u201CGenesys-CADu201D). In the XSLT file field, enter the name of the XSLT program that is responsible for extracting the account ID from the contact attached data. You are responsible for creating this XSLT file. However, SAP delivers a sample XSLT file that you can reference, named CRM_IC_BPIDENT_EXT_IAD_TO_ABAP. SAP also provides a sample program showing how to extract CAD data from, for example, Genesys named CRM_IC_BPIDENT_EXT_IAD_GENESYS. See SAP note 707104 for additional information.
Best regards,
John

Contact Center Simulator - Authorization

Similar Messages

Maybe you are looking for