IC WebClient Telephony Integration - New workmode

Hi Gurus,
I'm currently working on a CRM 6.0 implementation project. Our system is currently connected with Cisco for telephony.
Currently in the WebClient I have available only two work mode: Ready / NotReady.
I would like to know if is possible to add additional workmodes.
Thanks

Hi Valentin,
The workmodes and their text descriptions are not defined in SAP anywhere, it is up to the software that implements the ICI specification (in this case, the Cisco CRM Connector), to define those, and make them known to SAP.
There is a Cisco registry setting that needs to be configured on the Cisco CRM Connector system itself. The parameter is called "TpiWorkmodeListEn". There is another parameter called "TpiNotReadyReasonCodeOffset" that defines the offset between values configured in TpiWorkmodeListEn, and what is sent to Cisco as the actual reason code.
Here is an example of how they work together:
1.  Let's say we want to have custom reason codes "Lunch=4 and Training=7"
2. According to ICI, user defined codes must be numbered at 999 or higher. So we configure our parameter "TpiWorkmodeListEn" with the value "1004=Not Ready - Lunch (4);1007=Not Ready - Training (7)".
3. Now, we know that 1004 and 1007 are not going to be valid on the Cisco side, so this is where the offset parameter defines what value we subtract. So we set "TpiNotReadyReasonCodeOffset" with the value of "1000". so if we select "Not Ready - Lunch (4)" which has a value of 1004, 1000 will be subtracted, and the result (4) will be sent to Cisco
4. After making these changes, you may want to restart your Cisco CRM Connector to be sure the changes take place
I hope this helps!
Sincerely,
Glenn
Glenn Abel
Covington Creative, LLC

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