12 Replies Latest reply: Nov 20, 2009 10:38 AM by Valentin Catalin RSS

CRM 2007 - Automated call lists

Valentin Catalin
Currently Being Moderated

Hi,

 

In our current landscape we have CRM 2007 connected with Genesys. We are synchronizing call list between the two system using SAP Phone and Genesys is used for predictive / progressive outbound .

 

All calls which are coming from Genesys from the automatic outbound dialer have the PID (guid) of the SAP CRM call list item in CAD (as SAP_CALL_ID).

Even so, in CRM the resulting interaction record is not linked with the call list and no call list is selected in the interaction center.

 

For example if for a calling list I have a script attached this script is not executed when the call is received from Genesys.

Moreover the customer identification is made based on ANI not based on the partner attached to the call list item.

 

Thanks,

Valentin

 

Edited by: Valentin Catalin on Nov 12, 2009 11:58 PM

  • Re: CRM 2007 - Automated call lists
    Glenn Abel
    Currently Being Moderated

    Hi Valentin,

     

    This sounds like an issue with your account identification profile. Have you configured the Genesys XSLT?

     

    Sincerely,

    Glenn

     

    Glenn Abel

    www.covingtoncreative.com

    • Re: CRM 2007 - Automated call lists
      Valentin Catalin
      Currently Being Moderated

      Hi Glen,

       

      Thanks a lot for your reply.

      I have assigned in the identification profile XLST - CRM_IC_BPIDENT_EXT_IAD_TO_ABAP.

      I have tried also with CRM_IC_BPIDENT_EXT_IAD_GENESYS but it was the same ! Not working.

       

      I have done some debugging on this issue and it seems that the "SAP_CALL_ID"  identification is not used in the code.

       

      For the moment I have solved my customer identification issue (to use CAD info not ANI) by enhancing object CL_CRMCMP_B_CUCOBUPA_IMPL method HANDLE_EXTERNAL_CAD.

       

      Now my problem is if the call list has some script attached to it.

       

      Thanks,

      Valentin

      • Re: CRM 2007 - Automated call lists
        Glenn Abel
        Currently Being Moderated

        Hi Valentin,

         

        Hmm, usually there is a way to resolve that issue without resorting to enhance the object. Can you send me the XML of your attached data? If not being processed correctly, it may not go to the next stage.

         

        Sincerely,

        Glenn

         

        Glenn Abel

        Covington Creative

        www.covingtoncreative.com

        • Re: CRM 2007 - Automated call lists
          Valentin Catalin
          Currently Being Moderated

          Hi Glenn,

           

          Thanks again for you help.

          The XML extract is this one:

           

          <xsl:transform version="1.0"
            xmlns:xsl="http://www.w3.org/1999/XSL/Transform"
            xmlns:sapxsl="http://www.sap.com/sapxsl"
            xmlns:asx="http://www.sap.com/abapxml" version="1.0"
          >
          <xsl:strip-space elements="*"/>
          
          <xsl:template match="Application">
             <asx:abap>
             <asx:values>
                 <PARTNERS>
                     <xsl:for-each select="*">
                         <item>
                             <NAME><xsl:value-of select="name()"/></NAME>
                             <VALUE><xsl:value-of select="."/></VALUE>
                         </item>
                     </xsl:for-each>
                 </PARTNERS>
             </asx:values>
          
            </asx:abap>
          </xsl:template>
          
          </xsl:transform>

           

          Thanks,

          valentin

          • Re: CRM 2007 - Automated call lists
            Glenn Abel
            Currently Being Moderated

            Hi Valentin,

             

            Thanks for that - I believe that is the XSLT, if you could also please send the XML that is passed as CAD in the ICI event (the <itemAttachedData> tags).

             

            Sincerely,

            Glenn

            • Re: CRM 2007 - Automated call lists
              Valentin Catalin
              Currently Being Moderated

              Hi Glen,

               

              Thanks a lot again for your help !

               

              I didn't had access to the system in the weekend.

              The CAD XML extract is this one:

               

              <?xml version="1.0" encoding="iso-8859-1"?>
              <ItemAttachedData>
                   <Application id="RRequestedSkills">
                   </Application>
                   <Application id="GENESYS-CAD">
                        <GSW_CAMPAIGN_NAME>CMP_307</GSW_CAMPAIGN_NAME>
                        <GSW_CAMPAIGN_GROUP_DESCRIPTION></GSW_CAMPAIGN_GROUP_DESCRIPTION>
                        <GSW_PHONE>0721323689</GSW_PHONE>
                        <GSW_SWITCH_DBID TKVType="TKVTypeInt">101</GSW_SWITCH_DBID>
                        <GSW_TZ_NAME>EET</GSW_TZ_NAME>
                        <RTargetRequested>OB_307</RTargetRequested>
                        <GSIP_REC_FN>2009-11-16/rec_9307-0721323689-2009-11-16-07-14-28---006d01bd4ef7c26a</GSIP_REC_FN>
                        <InteractionType>Outbound</InteractionType>
                        <RStrategyName>OutboundRLD</RStrategyName>
                        <GSW_TZ_OFFSET TKVType="TKVTypeInt">7200</GSW_TZ_OFFSET>
                        <RTargetTypeSelected>2</RTargetTypeSelected>
                        <GSW_CALLING_LIST_DBID TKVType="TKVTypeInt">675</GSW_CALLING_LIST_DBID>
                        <gplus-analytics-id>4b571945:124b379eb6e:-2b2</gplus-analytics-id>
                        <CustomerSegment>default</CustomerSegment>
                        <SAP_CALL_ID>DED2474C7099ADF193BF002264A23C4A</SAP_CALL_ID>
                        <RTargetRuleSelected></RTargetRuleSelected>
                        <GSW_RECORD_HANDLE TKVType="TKVTypeInt">1281</GSW_RECORD_HANDLE>
                        <RTargetPlaceSelected>307</RTargetPlaceSelected>
                        <RTargetObjSelDBID>185</RTargetObjSelDBID>
                        <RTargetAgentSelected>307</RTargetAgentSelected>
                        <ServiceObjective></ServiceObjective>
                        <PegAGOB_307 TKVType="TKVTypeInt">1</PegAGOB_307>
                        <GSW_CAMPAIGN_GROUP_DBID TKVType="TKVTypeInt">155</GSW_CAMPAIGN_GROUP_DBID>
                        <GSW_CHAIN_ID TKVType="TKVTypeInt">1</GSW_CHAIN_ID>
                        <GSW_AGENT_ID></GSW_AGENT_ID>
                        <GSW_CALL_ATTEMPT_GUID>BRB4K75TPH4TN1H3F1C0NP2PEO0000JT</GSW_CALL_ATTEMPT_GUID>
                        <GSW_CAMPAIGN_GROUP_NAME>CMP_307@OB_307</GSW_CAMPAIGN_GROUP_NAME>
                        <GSW_ATTEMPTS TKVType="TKVTypeInt">0</GSW_ATTEMPTS>
                        <CBR-contract_DBIDs></CBR-contract_DBIDs>
                        <InteractionSubtype>OutboundNew</InteractionSubtype>
                        <CBR-Interaction_cost></CBR-Interaction_cost>
                        <CBR-IT-path_DBIDs></CBR-IT-path_DBIDs>
                        <GSW_CALLING_LIST>CAFLOAREI DJ_MH_TEL 16.11.2009</GSW_CALLING_LIST>
                        <RStrategyDBID>135</RStrategyDBID>
                        <GSW_CONTACT_MEDIA_TYPE>voice</GSW_CONTACT_MEDIA_TYPE>
                        <GSW_APPLICATION_ID TKVType="TKVTypeInt">129</GSW_APPLICATION_ID>
                        <CBR-actual_volume></CBR-actual_volume>
                   </Application>
              </ItemAttachedData>

               

               

              BR,

              Valentin

              • Re: CRM 2007 - Automated call lists
                Glenn Abel
                Currently Being Moderated

                Hi Valentin,

                 

                There is another XSLT for Genesys - called CRM_IC_CLM_CALL_ID_EXT_GENESYS. This one converts SAP_CALL_ID to CALL_ID.

                As a Genesys client, you should have access to the documentation/resources for properly configuring this.

                 

                Sincerely,

                Glenn

                 

                Glenn Abel

                Covington Creative

                www.covingtoncreative.com

                • Re: CRM 2007 - Automated call lists
                  Valentin Catalin
                  Currently Being Moderated

                  Hi Glenn,

                   

                  I have tried also with this XLST but the result is the same, the partner is identified based on ANI and the call list is not selected.

                   

                  Thanks,

                  Valentin

                  • Re: CRM 2007 - Automated call lists
                    Glenn Abel
                    Currently Being Moderated

                    Hi Valentin,

                     

                    The custom controller that reads that value is implemented in the ABAP class CL_CRMCMP_C_CUCOCLM_IMPL

                    Try putting an external breakpoint in the ON_CONTACT_STARTED method and see why it isn't reading the call from call attached data properly.

                     

                    Sincerely,

                    Glenn

                     

                    Glenn Abel

                    Covington Creative

                    www.covingtoncreative.com

                    • Re: CRM 2007 - Automated call lists
                      Valentin Catalin
                      Currently Being Moderated

                      Hi Glen,

                       

                      I have discovered partially what was the source of my problems.

                      I didn't had a XSLT & Application ID set on "Call List Profile" which allocated to my current IC Profile.

                       

                      I have allocated here the corresponding XSLT for Genesys (as you have suggested)

                       

                      Now, the system is working fine if when I'm starting the calling list in Genesys (in fact when I'm receiving the call in IC) am in "Call List". If I'm located in IC in "Account Identification" the functionality from call lists is not called (to identify the call based on CALL_ID).

                       

                      I suppose that I do have some missing configuration again !

                       

                       

                      Thanks a lot for your valuable support,

                      Valentin

  • Re: CRM 2007 - Automated call lists
    Jose Manuel Chavez Uribe
    Currently Being Moderated

    Hello Valentin.

     

    How did you get the XML file?

     

    We would like to review the data that we are receiving from CTI without modifying the Business Role...

     

    Best Regards

     

    JM

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