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CRM 2007 - Automated call lists

valentin_catalin2
Active Participant
0 Kudos

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

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

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

valentin_catalin2
Active Participant
0 Kudos

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

Former Member
0 Kudos

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

valentin_catalin2
Active Participant
0 Kudos

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

Former Member
0 Kudos

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

valentin_catalin2
Active Participant
0 Kudos

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

Former Member
0 Kudos

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

valentin_catalin2
Active Participant
0 Kudos

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

Former Member
0 Kudos

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

valentin_catalin2
Active Participant
0 Kudos

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

Former Member
0 Kudos

Hi Valentin,

That is great that you made some progress! Good luck!

Sincerely,

Glenn

Glenn Abel

Covington Creative

www.covingtoncreative.com

valentin_catalin2
Active Participant
0 Kudos

Hi Glenn,

I have discovered in SAP CRM documentation that this is a standard behavior. If you need to use that CALL_ID from CAD to identify a calling list you do need to be in "Calling Lists" in Interaction Center.

So, I will consider my question answered (even if my problem is not completed solved).

Thanks a lot for your grate support,

Valentin

Answers (1)

Answers (1)

Former Member
0 Kudos

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