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Former Member
Aug 10, 2016 at 09:59 AM

Retrieve Call attached data from CC IVR into CRM Interaction center

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Dear Experts,

To have BP identification on incoming call, we have created Webservice in CRM which outputs BPNumber. This webservice we are calling in CC IVR. We are assigning BP number retrieved, to call attached data and transferring that call to queue. In CRM we created attribute BP_NUMBER in CAD profile (CAD Group : SAP_BCM/OII) and Account Identification profile.

This is the first time I am implementing this functionality, below are some issues which I am facing now. Not getting any direction to go ahead.

1. While creating Account identification profile there is field of XSLT file. Can we use standard file 'CRM_IC_BPIDENT_EXT_IAD_TO_ABAP' or we need to create new file as per our scenario ? How can we create the same ?

2. After going through some posts on SCN, i came to know component CRMCMP_BPIDENT gets triggerd for this identification. So I enhanced custom controllers CRMCMP_BPIDENT/CuCoBupa and CRMCMP_BPIDENT/CuCoIdentification.
Redefined method SEARCH_CUSTOMER in implementation class ZL_CRMCMP_B_CUCOBUPA_IMPL. However this method is not getting triggered while debugging incoming call. Instead, it is calling the standard method only CL_CRMCMP_B_CUCOBUPA_IMPL->SEARCH_CUSTOMER.

For the temporary purpose using implicit enhancement on CL_CRMCMP_B_CUCOBUPA_IMPL->SEARCH_CUSTOMER, we are identifying customer.

Please suggest if any step I am missing. Really appreciate your guidance.

Regards,
Nikhil JS