End button functionality

[Former Member]

Hello, dear Gurus!

My recent task is impementing integration between SAP CRM and non sertified communication managment system.

Tracing messagies (using CRM_ICI_TRACE transaction) sent during the phone call I've noticed that no messages were sent when I've pressed the END button to end my interaction (end call and refresh agent interface).

So my CMS will continue sending me new calls although I havn't finished processing my old call yet.

When I press the Hang up button the dropCall ici meccage is generated.

Is there any customising alowing me to change the END button functionalyty letting me to send cms message (dropCall, for example) to change call and agent status pushing the END button? 

[Former Member]

Hello Kirill,

SAP suppose, that during one call you can process more customers - ie. one caller wants to deal own account, his wife, etc and all is during one telephone.

If you hang up call before you press END, SAP send notification to telephony about finished interaction. Then you can obtain new call. So user should finish call before they press button END.

With regards,

Jiri

[Former Member]

Jiri, I am not sure that you are right because of this posts:

In the last post that I've mentioned our collegue Saurav Mago have the opposite problem:

he wants END Button to execute save but not hang up the phone that makes me doubting that It's impossible to use END button to Hang up the call.

May be this post was about SapPhone implementation and its incorrect for the ICI used in my project.

Dear collegues, waiting for your comments.

[Former Member]

Hello Kirill,

which version of CRM do you use? In CRM 7 is behavior as I wrote. You can look into method CL_CRM_MCM_SESSION->CONTACT_END_REQUEST.

There is wrap-up ended, which is sent only in case, that call is finished. If not, nothing is sent.

Maybe you can have another behavior, if you do not use wrap-up mode after call. But all our SAP CC implementation use this functionality.

With regards,

Jiri

[Former Member]

Kirill,

Could you please let me know why are clicking END before HANG UP button ?

--AR

[Former Member]

Rahaman,

they click END before HANG UP button when they need to end the call without the wrap up mode.

(ending the call and closing the interaction record screen with one button).

[Former Member]

Are you using SAP BCM (Contact centre) ?

[Former Member]

As I've mentioned earlier, we are using unsertified for SAP ICI integration CTI.

It's name is Oktell (russian delelopment).