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SAP CRM end/logoff from IC session on userChanged event

Jan 09, 2017 at 02:17 PM

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Former Member

I am working on SAP CTI integration project. Basic telephony functions are already up and running. I am facing an issue on intimating the agent when Logout event is fired by CMS. I am invoking the userChanged event with current user work mode set to Logoff. However nothing happens on IC desktop.

I want to know how can I end the agent IC session or at least show some alert when logout event is received from CMS.

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Hello,

What is the attributes for this 'UserChanged' event?

Do you mean a logout event will be sent from CMS to agent while actually the agent is not requesting for it?

Best regards, Corrine

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Former Member

Yes , Agent is not requesting the logout event instead CMS has sent this event. Following are the attributes of userChanged event.

<?xml version="1.0" encoding="UTF-8"?>
<soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
<soap:Body>
<userChanged xmlns="urn:IciEventInterface">
<appIds>
<item>02C531853E5B1EE6B5C83D3F9DC29F83</item>
<item>02C531853E5B1EE6B5C83D3F9DC2BF83</item>
</appIds>
<user>
<currentChannels xmlns="">
<item>
<description xmlns="urn:IciUserInterface">telephony</description>
<id xmlns="urn:IciUserInterface">1</id></item>
</currentChannels>
-<addresses xmlns="">
-<item>
<address xmlns="urn:IciUserInterface">+2013</address>
<channel xmlns="urn:IciUserInterface">1</channel></item>
</addresses>
<workmodes xmlns="">
<item>
<description xmlns="urn:IciUserInterface">Logged off</description>
<id xmlns="urn:IciUserInterface">1</id></item>
<item
<description xmlns="urn:IciUserInterface">Logged on – ready</description>
<id xmlns="urn:IciUserInterface">2</id>
</item>
<item>
<description xmlns="urn:IciUserInterface">Logged on - not ready</description>
<id xmlns="urn:IciUserInterface">3</id>
</item>
</workmodes>
-<queues xmlns="">
<item>
<description xmlns="urn:IciUserInterface">PHONE</description>
<id xmlns="urn:IciUserInterface">100</id></item>
</queues>
-<channels xmlns="">
-<item>
<description xmlns="urn:IciUserInterface">telephony</description>
<id xmlns="urn:IciUserInterface">1</id>
</item>
</channels>
<userId xmlns="">sumaira</userId>
<wrapUpMode xmlns="">2</wrapUpMode>
-<currentWorkmode xmlns="">
<description xmlns="urn:IciUserInterface">Logged off</description>
<id xmlns="urn:IciUserInterface">1</id>
</currentWorkmode>
-<currentQueues xmlns="">
-<item>
<description xmlns="urn:IciUserInterface">PHONE</description>
<id xmlns="urn:IciUserInterface">100</id>
</item>
</currentQueues>
</user>
</userChanged>
</soap:Body>
</soap:Envelope>
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2 Answers

Reyes Piqueras
Jan 27, 2017 at 08:49 AM
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Hello Nabeen,

As a first test I would propose you to check SOAP message contents when CTI is sending a different workmode to CRM: e.g. at CTI client, change the workmode to 3 - "Not Ready" and see how this is changed at CRM IC Web client: check ICI trace the corresponding "userChanged" message.

As soon as this is working fine and you are able to send from CTI the same command, you can try to test other workmodes.

Take into account workmode 1 - logged off is requested by CRM (which works as master) and other actions are executed against CTI after that (e.g send unsubscribe messages for all suscribed channels, URLs and appIds to CTI).

Best regards
Reyes

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Former Member

Hello Reyes,

UserChanged soap messages for Ready/Not_Ready work modes works fine. The issue is only with logout event.

On receiving logout event from CMS, along with the UserChanged event, I am also invoking the subscriptionEnded event for all appIds/channels/URLs.

IC traces for both these events show the requests have been processed successfully.

Regards,

Nabeel Ahmad

ic-traces.png (81.3 kB)
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Reyes Piqueras
Mar 03, 2017 at 08:58 AM
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Hello again Nabeel,

I have just created a new KBA, just to allow to send text messages when required:

2429973 - No possibility to send text message from CMS to CRM Interaction Center agent

Best regards

Reyes

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