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CTI CHAT TRANSCRIPT NOT BEING CREATED/SAVED IN SAP C4C

Hello all,

We have integrated our SAP C4C system with SAP CCtr and we are using the chat functionality through Contact Center. In Contact Center and the Live Activity Pane, the entire chat transcript is available for viewing. However in C4C, we do not see any activity created/chat transcript saved anywhere in C4C. If the Live Activity is refreshed, the same transcript disappears. This is an urgent requirement for us.

Kindly suggest in case something is being missed out on.

Thanks and regards,

Nikhil

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1 Answer

  • Best Answer
    Apr 18, 2017 at 12:37 PM

    Hello Nikhil,

    At the moment we do not have option to pull the transcripts from SnapEngage or SAP CCtr. Activities can be create manually in the C4C system, so it is not possible to transcripts can be stored in the Activities tab for a customer. Since this question is regarding a new feature please perform one of the following steps:

    1- Post your request in the collaboration forum; there you can request the new features for the new releases of the system

    https://ideas.sap.com/ct/ct_list.bix?c=SAPCloudforCustomer

    2- If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center via e-mail to SAP Service Center: servicecenter@sap.com

    Best Regards

    Gabriel Brage

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    • Hi Gabriel

      The documentation on the C4C CTI integration via the CTI Adapter describes an approach to pass the chat transcript via a local HTTP call (see below).

      I suppose the CMS software needs to support this approach. So, basically the process is as follows:

      1. Local CMS client calls CTI Adapter and notifies about allocated chat session.
      2. Agent confirms session via Live Activity Pane.
      3. Agent uses CMS client to chat with customer.
      4. Agent closes chat session.
      5. CMS client calls CTI adapter to post the transcript.

      It would be nicer if the chat session could actually happen directly within C4C.

      Also, what is the limit for the number of characters you can pass via the GET parameter? A browser typically doesn't allow unlimited characters in the URL of a GET request. If that also applies to the CTI adapter, the transcript could get truncated.

      Thanks for any further details on this and best regards,

      Matt

      Chat Wrap up and Passing Transcript

      A localhost GET/POST request can also be used after the chat has ended to post the the chat transcript.

      Example GET request to post a transcript:

      http://localhost:36729/?CID=BCM1234∾tion_code=CHAT_DISCONNECTED&email=example@example.com&ExternalReferenceID=12345678&Transcript=