Customer confirmation screen pop example

In this example, the IVR system confirms a business partner, and the contact center receives the GUIDs of the partner and contact person. Through handler customizations, you can use the GUIDs to generate an XML string in the format discussed in the previous section and assigned the interaction attribute Sap_Cad. The ACD interaction is then routed to an available agent. The integration then informs the SAP server about the new phone call by sending a SOAP request with the phoneCallChanged information. The phoneCallChanged event information fills in the attachedData parameter. The application element within the item attached data looks something like this example:

<Application id="CRM_IC/BUPA">

<CURRENTCUSTOMER>bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb</CURRENTCUSTOMER>

<CURRENTCONTACT>cccccccccccccccccccccccccccccccc</CURRENTCONTACT>

<CURRENTCOMPONENT>890FD258977D284B9EEA965DEDA369EB

</CURRENTCOMPONENT>

<BPCONFIRMED></BPCONFIRMED>

</Application>

where bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb and cccccccccccccccccccccccccccccccc respectively denote the 32-character GUIDs of the customer business partner and contact person. The current contact element in the application data structure is an optional field. Upon receiving the event and attached data, SAP screen pops the confirmed business partner to the agent.