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SAP CCtr CAD and CRM Alerts

Good day,

We are on SAP CCtr and CRM 7 EHP4 SP5.

I have created an IVR in SAP CCtr and created an attribute 'Z_LANGUAGE' to be displayed as an alert in SAP CRM. However, when I transfer my call to the Queue with a value "TestLanguage" for my Z_LANGUAGE attribute, the value is not getting displayed in SAP CRM.

I can see the description "Language" I have placed next to my attribute but not the value:

Configurations Done In CCtr:

1. I am using CAD application SAP_BCM/OII

2. Added attribute 'Z_LANGUAGE' under extra data included when allocating calls

3. When Transferring the call to a queue, I add CAD Key Z_LANGUAGE with value "TestLanguage"; please see Transfer below.

Configurations Done in CRM:

1. Created CAD Profile for my CAD Application SAP_BCM/OII and added attribute Z_LANGUAGE.

2. Linked the CAD Profile to my CRM Business Role.

3. Created an Event "ContactStarted" and an alert.

4. Created a rule policy to trigger the alert.

Your assistance/guidance in resolving the issue will be much appreciated.

Do let me know if more info is required.



alert.jpg (72.4 kB)
transfer.jpg (163.4 kB)
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1 Answer

  • Best Answer
    Aug 29, 2017 at 11:02 AM

    Issue has been resolved, my resolution steps are:

    1. I included the variable "IVRinfo" under "Extra Data Included when allocating calls", this can be found in System Configurator.
    2. Also had my attribute 'Z_LANGUAGE' together with my value 'TestLanguage' in single quotes when transferring the call to my Queue from the IVR.



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