We have a pre-built CTI solution for C4C, but we have a use case for a customer we’ve been unable to support.
The scenario that the customer wants to achieve is after the Warm Transfer, the second agent should be able to see the notes added by the first agent, the confirmed customer, and the Linked ticket in the Live Activity center.
Based on these links, https://help.sap.com/viewer/5f35ee8b31e44f2786d7c2696defa2f6/CLOUD/en-US/e7af5f1453d94e29bc0e327dcd8... and Page 388 of https://help.sap.com/doc/22643a8dc4a44976ba9c7eca63f4ddf9/CLOUD/en-US/SolutionGuideService.pdf, we tried all possible ways to achieve the context transfer but have not been able to see the desired result.
As per the documentation provided by SAP, to achieve this, a call must be identifiable by an ExternalOriginalReferenceID. An individual call has its own ExternalOriginalID, but to link calls together, they must have a common ExternalOriginalReferenceID.
A list of all data we can pass related to an interaction can be found starting on page 385. We are passing:
Type: CALL for call interactions, CHAT for sms/chat.
CID: BCM1234 for custom cti provider
ANI: The phone number of the caller (Customer)
Email: The email if present in the CAD and configured in App
ExternalReferenceID: The interaction ID of the call
ExternalOriginalReferenceID: The scenario ID of the call
EventType: Defines direction of call, inbound, outbound, etc.
Event: CALL_ALLOCATED for all new interaction events, CALL_CONNECTED for all other interaction events
Even when we pass the ExternalOriginalReferenceID, calls are not getting linked together. Attached is a document that shows the different ways, we have tried calling the API.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.