Setting Enterprise Call Info Step Within An HTTP Triggered CRS Script

IPCC Enterprise 7.5(6)
CAD 7.5(6)
IPIVR 7.0(1)sr05_build504
We had a vendor develop some IVR & ICM scripts a few years back to take a website triggered request and pass along it’s value from the header, store it into Call Peripheral Variable 1 and place a call to a queue with agents (using CAD).  It then sets off a work flow group macro to populate this value (from PV1) into another application along with a repeating message to the agent that says they have a new request.  Since we recently upgraded our IVR to 7.0(1)sr05, I had to change the scripting some to make it work.  They were using a freaky way of getting the value into PV1 using a pre-connect application triggered from the initial application.  Anyway, their method would not work with the new version any longer so I needed to alter the scripts some.
The problem I’m having is that PV1 is being set after the Place Call step.  This actually needs to be set before it reaches an agent in order to pass the value into CAD.  Currently, I’ve been using some delay statements in the ICM script to give it time to get the value into PV1 but it’s not 100%.  I get sporadic results.
Current script in test.
I’m looking to see if anyone can tell me a way to setup the Set Enterprise Call Info step before the Place Call step?  Since this is HTTP triggered, I can’t use (Triggering Contact) and I haven’t been able to set a pseudo contact because debug tells me that the contact is null or because it’s not a call contact.

Hi Gabriel.  Thanks for the reply.
The current method that's in place seems to work fine for me in test but when in production, I'm getting about a 60-70% success rate.  As it comes into my ICM queuing script, I'm using another Run Ext Script node to execute a delay to give the Set Enterprise Call Info step from the first VRU script extra time to set it's value before reaching the ICM Queue To Skill Group node.  I definitely notice better results when I did this but still not a 100%.
The reason I'm doing this is because of the notation that the help file discusses about the Set Enterprise Call Info step:
"Note    In a Cisco Unified CCX system:
Beginning with CRS 4.0, this step should be placed script before the call gets connected to an agent. This means the step in the script should be placed before the Select Resource Step or in the Selected/Queued branch of the Select Resource step.
If call data is set after the call gets connected to the agent, it will not be displayed in Cisco Agent Desktop (CAD)."
So this is why I've been looking to see if this step can somehow be set before the Place Call step.  I'm not that familiar with altering Sessions or Contacts but was hoping someone might know how to manipulate these in order to let me do this.
Thanks again.

Similar Messages

  • How to use "Set Enterprise Call Info" step in the script ?

    Hi all
    Can anyone please suggest how to use "Set Enterprise Call Info" step in the script.
    Does anyone has any example script with the same (a complete example script) ?

    Hi
    go to this guide
    http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx70edgs.pdf
    and see the chapter
    "Designing Scripts for use with the Cisco Application Gateway"

  • UCCX 7.0 - Set Enterprise Call Info not working

    I had inherited a set up of IPCC 3.5.2 which was passing reference numbers to the agent desktop program which the users had typed into a collect digit prompt section and stored in a variable (in this case v_referenceNumber).  I want to take that information and pass it on into the CAD (Cisco Agent Desktop).  We are using UCCX 7.0.1(SR5).
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    Anyway, any guidance is appreciated, 3.5 was simple to put it mildly, and things just worked.

    But each one of the Enterprise Call Info steps is named user.layout, or you just need the user.layout once and the value would tie to the UCCX backend value of default or whatever your layout list was called?  So, to recap:
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    2) If you are just using UCCX like I am, I can skip creating Enterprise variables in the editor's settings menu.
    3) On the Set Enterprise Call Info > Expanded Call Variables Section, the names column is case sensitive and should be contained in quotes, and the value will be my variable I am transferring.
    4) I can set multiple variables in one step right?  This would be more efficient than multiple set steps or are there other factors in using one vs 4?
    @Jonathan:  You mentioned in your article that the Values column should be quoted as well but if I hit my dropdown and choose v_CallType (one of my variables obviously), its not quoted.  Will this cause the script to fail?  Should I go back and quote it?
    Sorry to beat this topic but I have a limited testing period each day and if I don't get it close or right on the money it will be forced to wait more to get another shot at it.  I guess that brings up the need for a testing queue then...  Next time around.

  • CUCCX 7.0 Set Enterprise call Info

    I am trying to use SET Enterprise Call info so when the call rolls back to another queu it shows the the info from the first queue. So example caller goes into the nurse queue and after 6 minutes rolls to the FRONT DESK queue. I want to use the "Set Enterprise call info" to show info from the nurse queue so they know when a call goes to their agent from the Nurse queue. I have it added but not sure what variables to make and then to set in it so it will do this.
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  • Enterprise call info/CSQ Name appear as clid on Cti port number

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  • Get transferred call info to go to step

    In this scenearo I am getting a call from a particular extension in the system or from another script based on caller selection.  I want to get that call info and with an if statement make it go to a step in the script.  Basically we have 2 similar queue's and if a caller gets to one they will hear a menu option, if they choose option 2 it will transfer them to another queue where they will hear the same option.  I want to be able to read the call transfer info and make it skip the menu prompt step so that the caller won't be presented with the same menu prompt he/she just heard.  I have placed Get Call Contact Info in the script using Last Redirected Number but am not sure how to say "If Last Redirected Number = 1234 then GoTo a step below".  I've already created a variable with the extension Last Redirected number.  Just stuck on the if statement or maybe I am doing this entirely wrong.  Any help would be appreciated. 

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  • Plz tell me BDC  CALL TRANSACTION steps with simple example

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    BATCH DATA COMMUNICATION
    About Data Transfer In R/3 System
    When a company decides to implement the SAP R/3 to manage business-critical data, it usually does not start from a no-data situation. Normally, a SAP R/3 project comes into replace or complement existing application.
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    ? The second situation is to transfer data periodically from external systems to SAP and vice versa.
    ? There is a period of time when information has to be transferred from existing application, to SAP R/3, and often this process will be repetitive.
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    Writing a Data Transfer Program involves following prerequisites:
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    ? Which fields can you allow to default to standard values.
    ? The names, types, and lengths of the fields that are used by a transaction.
    ? Screen number and Name of module pool program behind a particular transaction.
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    ? Step through the transaction, entering the data will be required for processing your batch input data.
    ? On each screen, note the program name and screen (dynpro) number.
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    ? Display these by choosing System ? Status. The relevant fields are Program (dynpro) and Dynpro number. If pop-up windows occur during execution, you can get the program name and screen number by pressing F1 on any field or button on the screen.
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    Declaring internal table
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    Declaring internal table like BDCDATA
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    This structure is BDCDATA, which can contain the batch input data for only a single run of a transaction. The typical processing loop in a program is as follows:
    ? Create a BDCDATA structure
    ? Write the structure out to a session or process it with CALL TRANSACTION USING; and then
    ? Create a BDCDATA structure for the next transaction that is to be processed.
    Within a BDCDATA structure, organize the data of screens in a transaction. Each screen that is processed in the course of a transaction must be identified with a BDCDATA record. This record uses the Program, Dynpro, and Dynbegin fields of the structure.
    The screen identifier record is followed by a separate BDCDATA record for each value, to be entered into a field. These records use the FNAM and FVAL fields of the BDCDATA structure. Values to be entered in a field can be any of the following:
    ? Data that is entered into screen fields.
    ? Function codes that are entered into the command field. Such function codes execute functions in a transaction, such as Save or Enter.
    The BDCDATA structure contains the following fields:
    ? PROGRAM: Name of module pool program associated with the screen. Set this field only for the first record for the screen.
    ? DYNPRO: Screen Number. Set this field only in the first record for the screen.
    ? DYNBEGIN: Indicates the first record for the screen. Set this field to X, only for the first record for the screen. (Reset to ? ? (blank) for all other records.)
    ? FNAM: Field Name. The FNAM field is not case-sensitive.
    ? FVAL: Value for the field named in FNAM. The FVAL field is case-sensitive. Values assigned to this field are always padded on the right, if they are less than 132 characters. Values must be in character format.
    Transferring data from local file to internal table
    Data is uploaded to internal table by UPLOAD of WS_UPLOAD function.
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    SESSION METHOD
    About Session method
    In this method you transfer data from internal table to database table through sessions.
    In this method, an ABAP/4 program reads the external data that is to be entered in the SAP System and stores the data in session. A session stores the actions that are required to enter your data using normal SAP transaction i.e., Data is transferred to session which in turn transfers data to database table.
    Session is intermediate step between internal table and database table. Data along with its action is stored in session i.e., data for screen fields, to which screen it is passed, the program name behind it, and how the next screen is processed.
    When the program has finished generating the session, you can run the session to execute the SAP transactions in it. You can either explicitly start and monitor a session or have the session run in the background processing system.
    Unless session is processed, the data is not transferred to database table.
    BDC_OPEN_GROUP
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    Parameters to this function are:
    ? User Name: User name
    ? Group: Name of the session
    ? Lock Date: The date on which you want to process the session.
    ? Keep: This parameter is passed as ?X? when you want to retain session after
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    BDC_INSERT
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    Parameters to this function are:
    ? Tcode: Transaction Name
    ? Dynprotab: BDC Data
    BDC_CLOSE_GROUP
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    Some additional information for session processing
    When the session is generated using the KEEP option within the BDC_OPEN_GROUP, the system always keeps the sessions in the queue, whether it has been processed successfully or not.
    However, if the session is processed, you have to delete it manually. When session processing is completed successfully while KEEP option was not set, it will be removed automatically from the session queue. Log is not removed for that session.
    If the batch-input session is terminated with errors, then it appears in the list of INCORRECT session and it can be processed again. To correct incorrect session, you can analyze the session. The Analysis function allows to determine which screen and value has produced the error. If you find small errors in data, you can correct them interactively, otherwise you need to modify batch input program, which has generated the session or many times even the data file.
    CALL TRANSACTION
    About CALL TRANSACTION
    A technique similar to SESSION method, while batch input is a two-step procedure, Call Transaction does both steps online, one after the other. In this method, you call a transaction from your program by
    Call transaction <tcode> using <BDCTAB>
    Mode <A/N/E>
    Update <S/A>
    Messages into <MSGTAB>.
    Parameter ? 1 is transaction code.
    Parameter ? 2 is name of BDCTAB table.
    Parameter ? 3 here you are specifying mode in which you execute transaction
    A is all screen mode. All the screen of transaction are displayed.
    N is no screen mode. No screen is displayed when you execute the transaction.
    E is error screen. Only those screens are displayed wherein you have error record.
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    S is for Synchronous update in which if you change data of one table then all the related Tables gets updated. And sy-subrc is returned i.e., sy-subrc is returned for once and all.
    A is for Asynchronous update. When you change data of one table, the sy-subrc is returned. And then updating of other affected tables takes place. So if system fails to update other tables, still sy-subrc returned is 0 (i.e., when first table gets updated).
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    1. Tcode: Transaction code
    2. Dyname: Batch point module name
    3. Dynumb: Batch input Dyn number
    4. Msgtyp: Batch input message type (A/E/W/I/S)
    5. Msgspra: Batch input Lang, id of message
    6. Msgid: Message id
    7. MsgvN: Message variables (N = 1 - 4)
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    1. Internal table for the data (structure similar to your local file)
    2. BDCTAB like BDCDATA
    3. UPLOAD or WS_UPLOAD function to upload the data from local file to itab. (Considering file is local file)
    4. Loop at itab.
    Populate BDCTAB table.
    Call transaction <tcode> using <BDCTAB>
    Mode <A/N/E>
    Update <S/A>.
    Refresh BDCTAB.
    Endloop.
    (To populate BDCTAB, You need to transfer each and every field)
    The major differences between Session method and Call transaction are as follows:
    SESSION METHOD CALL TRANSACTION
    1. Data is not updated in database table unless Session is processed. Immediate updation in database table.
    2. No sy-subrc is returned. Sy-subrc is returned.
    3. Error log is created for error records. Errors need to be handled explicitly
    4. Updation in database table is always synchronous Updation in database table can be synchronous Or Asynchronous.
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    2. BDCTAB like BDCDATA
    3. Internal table BDCMSG like BDCMSGCOLL
    4. Internal table similar to Ist internal table
    (Third and fourth steps are for error handling)
    5. UPLOAD or WS_UPLOAD function to upload the data from the local file to itab. (Considering file is local file)
    6. Loop at itab.
    Populate BDCTAB table.
    Call transaction <tr.code> using <Bdctab>
    Mode <A/N/E>
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    Perform check.
    Refresh BDCTAB.
    Endloop.
    7 Form check.
    IF sy-subrc <> 0. (Call transaction returns the sy-subrc if updating is not successful).
    Call function Format_message.
    (This function is called to store the message given by system and to display it along with record)
    Append itab2.
    Display the record and message.
    DIRECT INPUT
    Thanks &regards,
    Sravani

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    >
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