Appendix A: Supported SAP IC Web Service functions

Method

Description

exchangeProductInformation

Exchanges the version numbers and product names of the SAP Integration Service and the SAP IC Web Client.

getWorkcenterCapability

Determines availability of the Free Seating feature of the SAP IC Web Client.

getPresenceQueueInfo

Retrieves presence queue information on a specific channel (interaction type) and determines availability of the Free Seating feature of the SAP IC Web Client.

Method

Description

setCurrentWorkmode

Sets the agent’s work mode. Work modes are defined in the configuration file for the integration service. For SAP, only three work mode codes cannot be changed:

1 the agent is logged off or the system is shut down.

2 the agent is logged in to the system in a ready state and is able to start accepting queued ACD interactions.

3 the agent is logged in to the system but is not ready to accept queued ACD interactions.

All other values defined in the configuration are considered by the CIC server as Available – No ACD.

setCurrentQueues

Not used by the integration service. By default, agents are assigned to one user queue. ACD calls are placed into a workgroup queue that can be assigned to any agent or agents within Interaction Administrator. When an agent becomes available, calls waiting in the workgroup queue are placed in the available agent’s queue.

setCurrentChannels

Sets the channels for which the agent can register. A channel is a type of communication to which an agent has access, such as a phone or web chat. Channels and containers break down communications. The channels define the type of communication while containers define the location of the interaction within the system. For example, if a logged-in agent is assigned the Phone channel, incoming calls come in on the agent’s extension.

setAddresses

Provides a unique identifier to the assigned channel.

getUserAttributes

Retrieves information SAP needs about an agent to log the agent on and start receiving event messages from the CIC server. Information returned from this application determines what channels, queues, workmodes, and addresses the agent is eligible to use.

subscribeUser

Registers agents to change-event messages received from the CIC server for the logged-in agent. Event messages are formatted and sent to the assigned URL to inform SAP a change in the user had occurred. The URL received in this method points to the location of the listening web service for SAP, and the appID identifies how SAP processes the message.

unsubscribeUser

Turns off event messages an agent received from the CIC server so they are not sent to SAP, and removes the appID and appURL assigned to events.

Method

Description

create

Creates an Item object on the integration service and stores it in the hash tables. Creates a unique identifier for the item object returned to SAP that is used to process interaction commands. Only outbound calls or emails call this method. Inbound interactions already have a unique identifier assigned to them by the CIC server upon delivery to the agent.

getAttachedData

Retrieves the attached data string set on an interaction item by the method setAttachedData. Attached data is in XML format.

deleteAttachedData

Removes the attached data set on an interaction item by the method setAttachedData. Attached data is in XML format.

setAttachedData

Sets an XML formatted string received from SAP to an interaction item.

reroute

Reroutes an interaction item to the workgroup queue from which it came. This method executes when the agent clicks Reject after a new ACD interaction enters the agent’s queue.

All inbound non-ACD calls are either sent to voice mail or disconnected, depending on the setting of the attribute sapsendlocalcalltovoicemailonreject in the configuration file.

All inbound ACD calls are not taken out of the user queue and returned to the workgroup queue from which they came. The priority of the call sent back to the workgroup queue increases to expedite the call to the next available agent, while the user’s status changes to the assigned workmode in the configuration file. The status must be of a Do Not Disturb type in the Interaction Administrator to prevent the interaction from routing back to the original agent.

accept

Answers an inbound call or web chat. Once answered, the status of the interaction item changes to Connected.

Method

Description

unsubscribeContainer

Stops change event messages pertaining to items within the container from going to SAP.

subscribeContainer

Starts the sending of change event messages for items within the container to SAP.

Method

Description

getCalls

Retrieves an array list of call attribute objects that describe all the available calls in the agent’s user queue. The integration service ignores calls in the queue that are disconnected.

dropCalls

Disconnects all calls in the agent’s user queue and not already disconnected.

Method

Description

unhold

From a call ID handle set by SAP, this method checks to see if the call is in a valid Held state and reconnects the callback to the agent.

conference

Starts a conference call between at least three parties. This function is called when one call (could itself be a conference call) is already on hold and a connection to a new destination is already established for the other. The conference handle returned to SAP is the same as the handle in the held call.

transfer

Performs a blind transfer to the destination specified. Calls that undergo this process are transferred and removed from the agent’s user queue regardless of a valid connection or not to the destination specified by the input parameter in this method.

dropParty

Disconnects one of the party members from a conference call. This function is called when the agent wants to drop one party out of a conference with the other parties remaining in the conference. The party to be dropped can be the agent himself or another party. You can configure SAP to drop all members of the conference when the agent disconnects.

reconnect

Disconnects an active call and picks up the call on hold in the agent’s user queue.

dial

Creates an outbound call interaction to the destination indicated by the input parameter. The creation of the outbound call object results in the assignment of an interaction ID by the CIC server. This ID maps to the related Item ID that is generated from the create method so that the same Item object is referenced whether the event is issued from the SAP dispatch or the CIC server.

alternate

When two active calls are in the agent’s user queue, one connected and one on hold, this method sets the connected call on hold and reconnects the held call to the agent.

consult

Places a call on hold and starts a new outbound call to the destination specified in the input parameters. Once a connection is established with the new outbound call, the agent has two options: to drop the call and reconnect to the held call, or to conference all calls together.

listen

Allows a supervisor to select an active call interaction and establish one-way communication with that call—used for monitoring or training purposes. Supervisors using this method can only listen to the conversation.

listenEnd

Allows a supervisor to disconnect from the call to which the supervisor was listening.

getPhoneCallAttributes

Allows SAP to retrieve information about a particular call interaction.

drop

Allows an agent to disconnect from a connected call.

hold

Places a connected call on hold on the agent’s user queue.

Method

Description

getMessages

Retrieves an array list of email attribute objects that describe all available emails within the specified folder. Inbox is the agent’s queue. The integration service ignores disconnected items in the queue.