Add new WorkMode in IC Webclient for telephony

[Former Member]

Hi,

We are implementing IC Webclient on the project and have linked it to a telephony system. The telephony system has got a Supervisor desktop screen where you can view all the advisors logged on adn their status/ workmode.

The standard Workmode settings available for an advisor in IC Webclient is - 'Ready / Not Ready'.

The client would like additional workmode as 'Gone to Lunch / On a Break' etc to be made available for advisors to select.

This will allow supervisor to check on his desktop exactly what the advisor is doing.

How could this be done.?

can we have custom workmode or wrap up mode for not ready status.

Thanks

Richa

[Former Member]

Hi,

Also I have a problem about workmodes. We integrated CRM and BCM but I want to add new workmodes in WebClient UI such as "coffee break, meeting". We can add new workmodes in BCM control panel but Agents want to manage this status from IC WEbClient UI.

How can I add this new modes in IC Webclient UI?

Is anyone knows solution of this problem. Thanks For Your Help.

[Former Member]

Hi,

When new work modes are added from the CTI provider (BCM in your case), they are available as a drop down under Not Ready. So the work mode Not ready can be selected and the corresponding reason as to Out for Lunch/Training can be selected from the drop down.

We have Avaya as our CTI provider. So, once the agent work modes are configured in Avaya, We could see all of them as a drop down with Not Ready.

Regards,

Shwetha

[VishnAndr]

Shwetha,

it may be like you've described in Avaya-CRM integration. But it isn't in BCM-CRM integration. At least with BCM 6.0 and SAP CRM 7.0.

Workmodes in CRM are not the same to BCM PRS profiles (Lunch, Coffebreak, Meeting, etc).

There are several workmodes in BCM CDT: Serving, Paperwork, Afterwork (radiobuttons right under presence profiles dropdown list).

And this is what CRM workmodes correspond to in BCM.

PRS profiles have wider functionality then workmodes. And they are available in BCM only.

Everything above, I believe, is true for SAP BCM 6.0.

But it's better support and integration of PRS in BCM 7.0. Do not know SAP CRM 7.0 EhP1 is required or not, but in [ Note 1569265 - BCM 7.0 Release Note|https://service.sap.com/sap/support/notes/1569265] in the chapter 4.1 it's mentioned:

Access SAP BCM absence profiles via SAP CRM Interaction Center UI
Contact Center agent can activate SAP BCM absence type of profile via 
SAP CRM Interaction Center user interface making integrated usage 
scenario more convenient for the user.

[Former Member]

Richa

As far as I know that table can be added to .

regards

Tony Mason

[Former Member]

Do you know which table?