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Former Member
Oct 12, 2010 at 06:27 PM

CAD from Contact center into SAP CRM

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Hi All,

I am no SAP expert, but the following is what we are trying to achieve:

-A call comes into a contact center application

-Via an integration this call is send to a SAP ICI webinterface and ends up at the agent logged on to that SAP session.

Now we have an awkward situation that the original number coming from the PBX is rather misformed +00031123456789. What we are expecting is +31123456789. The number coming from the PBX can be changed, but that is going to have consequences for all other people that are not connected to SAP, so doing this is not an option.

What I have been reading about is that it is possible to get CAD (Call Attached Data) to be send into the SAP ICI environment.

The contact center application is delivering the data in the following XML format:

What I am interested in is to map all these fields into such a way that I can use them in the SAP ICI interface.

I have been reading Link:[; and in there it is mentioned that there needs to be a mapping between these fields and an XSLT and ABAP. And a reference to a book.

Is there anybody that can help me with this? Or give me some other advice that could help me out in this case. I would very much appreciate it.

Thank you all very much for your input.

Best regards,

Corné