How to read particular data coming from IVR In CRM

[Former Member]

Hi Experts ,

My requirement is to read  data which is coming in xml format  from IVR during CSR is on call , this is non-cad data and it has been told to fetch it in CAD stucture

please let me know is it feasible.

We are already fetching item attched data of this xml via  class cl*CAD*DATA*ACCESS . I cannot use this class as this field is not part of CAD structure.

I have to read this lineNumber(+2077) from xml which is not part of CAD(Item attached data).

Please suggest.

<?xml version="1.0" encoding="UTF-8" ?>

- <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/">

- <soapenv:Header>

<ns1:user xmlns:ns1="urn:IciEventInterface" soapenv:mustUnderstand="0">GB0100249</ns1:user>

<ns1:language xmlns:ns1="urn:IciEventInterface" soapenv:mustUnderstand="0">EN</ns1:language>

</soapenv:Header>

- <soapenv:Body>

- <ns1:phoneCallChanged xmlns:ns1="urn:IciEventInterface">

- <ns1:appIds>

<ns1:item>5318FCCB44752600E10080000A82A3F4</ns1:item>

</ns1:appIds>

- <ns1:phoneCall>

<ns1:dialedNumber>+07789934902</ns1:dialedNumber>

<ns1:lineNumber>+2077</ns1:lineNumber>

- <ns1:callStatus>

<ns1:description>dialing</ns1:description>

<ns1:id>103</ns1:id>

</ns1:callStatus>

<ns1:internal>false</ns1:internal>

- <ns1:remoteNumbers>

<ns1:item>+07789934902</ns1:item>

</ns1:remoteNumbers>

<ns1:callHandle>5d514dbc-cfc8-468b-a04f-4df54b39abbf</ns1:callHandle>

<ns1:trunkId xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:nil="1" />

- <ns1:processingStatus>

<ns1:description>not active</ns1:description>

<ns1:id>1</ns1:id>

</ns1:processingStatus>

<ns1:attachedData><?xml version="1.0" encoding="utf-8"?><ItemAttachedData><Application id="ICIS"><EDU><createtime>2014-03-06 14:00:04</createtime><createtimet>1394114404</createtimet><primary_ani>1077</primary_ani><primary_dnis>07789934902</primary_dnis><vdu_id>53187f64000100000a8291e6232f0002</vdu_id><voice.1.direction>outbound</voice.1.direction><voice_direction>outbound</voice_direction></EDU></Application></ItemAttachedData></ns1:attachedData>

<ns1:inbound>false</ns1:inbound>

</ns1:phoneCall>

</ns1:phoneCallChanged>

</soapenv:Body>

</soapenv:Envelope>

Points will be rewared.

[former_member202001]

Hi,

why do you want to read this data?

Think the easiest way to solve is, is to include this element also as a seperate CAD line and fetch like normal CAD.

regards,

Martin

[Former Member]

Hi Rijswijk,

This is requirement from client , they want this line number value which is not part of CAD.

Proposed solution: I proposed them a solution in which this field[LineNumber] should also be added in attached data node which is having applicationid :ICIS. so that it will come automatically in CAD

But they are not happy with this solution.

They said , why cannot u read this from xml directly.

I dont know whether it is feasible to ready any node of xml in SAP CRM or we can only ready only with CAD structure profile.

Can we define multiple CAD structure? and mutliple node in xml for our usage

Please suggest.

[Former Member]

Hi Rijswijk,

This is requirement from client , they want this line number value which is not part of CAD.

Proposed solution: I proposed them a solution in which this field[LineNumber] should also be added in attached data node which is having applicationid :ICIS. so that it will come automatically in CAD

But they are not happy with this solution.

They said , why cannot u read this from xml directly.

I dont know whether it is feasible to ready any node of xml in SAP CRM or we can only ready only with CAD structure profile.

Can we define multiple CAD structure? and mutliple node in xml for our usage

Please suggest.

[former_member202001]

Hi,

where do you need it for?

regards,

Martin

[Former Member]

Hi Martin.

Thanks for your response. I want to get voice recording number from avaya in to SAP CRM and then pass it to some non-sap system.

1. Is it possible to have multiple CAD structure  in one  xml given above. and can we read them in SAP CRM.

a. Call attached data Node 1

<ns1:attachedData1><?xml version="1.0" encoding="utf-8"?><ItemAttachedData><Application id="ICIS"><EDU><createtime>2014-03-06 14:00:04</createtime><createtimet>1394114404</createtimet><primary_ani>1077</primary_ani><primary_dnis>07789934902</primary_dnis><vdu_id>53187f64000100000a8291e6232f0002</vdu_id><voice.1.direction>outbound</voice.1.direction><voice_direction>outbound</voice_direction></EDU></Application></ItemAttachedData></ns1:attachedData1>

<ns1:trunkId xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:nil="1" />

- <ns1:processingStatus>

<ns1:description>not active</ns1:description>

<ns1:id>1</ns1:id>

</ns1:processingStatus>

b. Call attached Data2.

<ns1:attachedData2><?xml version="1.0" encoding="utf-8"?><ItemAttachedData1><Application id="ICIS_NEW"><EDU><createtime>2014-03-06 14:00:04</createtime><createtimet>1394114404</createtimet><primary_ani>1077</primary_ani><primary_dnis>07789934902</primary_dnis><vdu_id>53187f64000100000a8291e6232f0002</vdu_id><voice.1.direction>outbound</voice.1.direction><voice_direction>outbound</voice_direction></EDU></Application></ItemAttachedData1></ns1:attachedData2>

2 is it possible to read any value from xml which is not part of item attached data node .

[former_member193634]

Hello,

As to per my knowledge, it is possible to have multiple application ID in item attached data.

If you look at the ICI specification (§4.4.3 Item Attached Data), it is specified there you can have multiple application ID, in the following form :

<?xml version = "1.0" encoding = "UTF-8"?>

<ItemAttachedData>

<Application id = "SAP-IC">

...    SAP IC specific data will be inserted here

</Application>

<Application id = "IVR">

...    IVR specific data will be inserted here

</Application>

<Application id = "...">

...    Specific data of another component will be inserted here

</Application>

</ItemAttachedData>

Hope this helps.

Best regards,

Sylvain AGUETTAZ

[Former Member]

Hello!

I do have a very general understanding question:

When I receive im CRM "customer info" included in a seperate CAD line and these fields are customized in CRMC_IC_CAD, what happens exactely next?

I mean there is a SAP standardframework which receives XML Files and now seperates these customized fields where to exactely?

Are they stored in a table in which I can select on?

I am not quite sure what happens next after receiving these "customer info" in seperate CAD lines...

THX

Ralf

[former_member158363]

Hello Ralf,

generally, you can use data from these fields in context factbase, which you can then reuse in IC context.

Typical use case is that you show alert and display some CAD data or have them as condition for alert (i.e. you can show IVR choice, selected language etc.).

Another use case is that you can pre-set Service Request multilevel categorization and many others.

Regards,

Dawood.

[Former Member]

Hello Dawood!

Allright, THX, understood.

And how can I do that in detail?

I mean: customizing in CRMC_ID_CAD is done, XML Files accordingly.

UseCase: Condition for Alert:

Now how can I have access to these CAD Fields? Is there a BAdI

UseCase: Pre-set Service Request:

How to have access to these fields? Another BAdi?

THX

Ralf

[kavindra_joshi]

Hi Arun ,

The basic underlying concept is that this XML represents a structure which is used for data transfer. If you receive the XML in your CRM system , you have de-serialize this data into a structure and then read this. Since this a custom XML format , the de-serialization logic would have to be provided by you.

You can also check CL_ICI_UTILITY methods for the same.

~Kavindra