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Outbound call CTI - Simulation

marlosdamasceno
Participant
0 Kudos

Hi there,

I would like to simulate a phone outbound call from C4C. How can I achieve it?

I am using the CTI Adapter and there is only an option to simulate the inbound calls, that works fine and when I simulate an inbound call it shows up in the Live Activity.

However, I cannot do the same for the outbound.

Here are two tries that I have made to understand the tool and use it:

  1. I already have changed the C# project “SAPCODCTIConnector” to log when the “SAPCODCTIConnector.dll” reaches the method dialOut. Therefore, I can use this url: http://localhost:36729/CTIOutbound.htm to click the button “Outbound call” and will save in the log, for example, “02/05/2016 10:57:36: Dialed number: 4445556677”. Another way is to type http://localhost:36729/?CID=SAPCOD&PHONENUMBER=4445556677 on the browser.

That works fine, but nothing happens on the C4C, no ticket, no phone call, no register is made. It is supposed to be like this? I can only have a log in a text file, nothing in the C4C?

2. Presuming that 1 is not the correct way to use the CTI Adapter. I thought that has some button on the C4C or some way to create an outbound call that will do the same as before reaching the method dialOut and left a register in C4C.

However, there is nothing in the Live Activity. I also tried to create a new phone call with “Direction” set to “Outbound” with no success, nothing happens. How to trigger the method dialOut?

I have already read these documentations and threads:

Any help is appreciated, thanks.

Accepted Solutions (1)

Accepted Solutions (1)

0 Kudos

Hi,

When an Outbound call is triggered from the C4C Application by clicking on the Customer Phone Number, Live Activity gets the notification and triggers an outbound call.

If SAP CTI Adapter is invoked with the Outbound call directly this would not result in any changes in the Live Activity.

marlosdamasceno
Participant
0 Kudos

Hi Santosh,

Yes, it works, thank you. When I click in the phone number of the client it triggers a call to Live Activity that triggers the CTI Adapter to execute the code in C# for the method dialOut.

Here are the steps that I did:

  1. Choose a customer and click on his phone number. Remember to leave the Live Activity opened.

  2. It will pop up a message to advise about the call.
  3. After clicking in OK, the phone call will be directed to the Live Activity.
  4. That will trigger the method dialOut as is possible to see in the log, found in (probably) “C:\SAP\CTI\log\name_of_file.log”.
  5. So now it is just change the method dialOut to do a call.
marlosdamasceno
Participant
0 Kudos

Hi Santosh,

It works!
However, I am facing a new issue, the outbound calls are not saving in the c4c. They go to Live Activity, but it is not persisted. How can I handle with that?

Best regards

Answers (0)