C4C CTI: call disconnect message

[former_member613623]

Hi Experts,

How can I close phone calls in C4C when call disconnects?

We integrated C4C with telephony provider NVM using NVM widget as CTI adapter. Our current scenario only covers creating Phone Call in C4C:

1) Customer calls to Customer Service hot line

2) telephony provider NVM receives a call and assignes it to a CS Agent

3) Call is initiated in CS Agent widget

4) Widget passes call information to C4C using event INBOUND

5) Call is created in C4C

What I want to add is - registering call disconnect event. So the missing steps are:

6) CS Agent answers a call

7) Widget passes call information to C4C using event ???

😎 C4C automatically sets Phone Call status to In Progress

9) Customer drops the call

10) Widget passes call information to C4C using event ???

11) C4C set Phone Call status to Completed and Call End Time to current time

How can steps 7,8, 10 and 11 be done?

C4C only support 4 types of events: inbound, outbound, transfer and updateActivity. None of these events is disconnect or call answered. Event updateActivity looks promising but it does not have C4C Call ID so it can not update anything in C4C. Plus updateActivity does not seem to even save Custom1-4 fields anywhere in C4C. For events inbound, outbound and transfer values from Custom1-4 fields are at least shown in Live-Activity, but for updateActivity values from Custom1-4 fields are nowhere to be found.

I already saw a blog about automatically closing Phone Call activities https://blogs.sap.com/2019/03/04/c4c-cti-integration-closing-activities-automatically/comment-page-1.... Here activities are closed automatically on create so C4C does not retain any information on Call duration or even if call was answered at all.

I am very curious to know if anybody else have managed to do this in C4C.

ale.kinsbru , jayant.saini , luis.montalti , antonio.morais3 , sinaei , preethi.santhanam , n.kumar.nandyappa , venkatme198410 , thabiso, I saw you posting questions around C4C CTI topic, so maybe you have already worked with something like this.

Nadya

[anthonyx_uliano]

Hi Nadya,

What are you trying to accomplish with the disconnect / end call event? We've spent considerable time with CTI and C4C integration so I'm curious what use case you're trying to accomplish so I can perhaps propose a solution.

Thanks, Tony

[former_member613623]

anthonyx.uliano ,

We want to have call reporting in C4C. We want to bring call duration data into the same report as Ticket data. As a result we want to see what types of Services Requests are getting resolved via a single call and how long do these call take.

Because C4C does not support call end message today we have two sets of reports:

- Call duration from CTI provider without any connection to Support Tickets

- Ticket report without any call duration from C4C itself

These two separate reports can not be merged easily, so they are not really that useful as stand alone.

[anthonyx_uliano]

Hi nrukavishnik - Please reach out to me directly, as the rules of engagement for the community prevent me from describing how we accomplish this within our product integration.

[sandeephebbar]

Hi Nadya,

Your requirement is not possible from standard configuration. However, in live activity we have 4 standard fields with the name "Custom 1-4". You need to pass value into these fields from your CTI vendor and later needs to be used in Phone call activity by adding an embedded component(PDI enhancement)

To add embedded component:
1.Create a new Embedded Component in PDI.
2.Choose Embedded Component.
3.Open the Embedded component in UI Designer for modelling.
4.Configure the embedded component UI.
5.Configure the inport to get the data from Live activity configuration.
6.Open Live Activity Screen UI under /BYD_COD/ServiceOnDemand/CTI/LiveActivity/LiveActivityInteraction_OWL.OWL.uicomponent.
7.Add the Embedded Component and Bind to the outport.
8.Bind the URL Parameters to Pass value from Floor plan to Embedded Component.
Use the Outport that you want to add.

Detailed explanation of public Outports:
PublicOutportOnClickSearchResult:
Timing of triggering this outport:
1. Select any search result in the OWL;
2. Confirm Customer;
3. Link to a phone call.

Please refer the thread for details: https://archive.sap.com/discussions/message/16207718#16207718

Regards,

Sandeep

[former_member613623]

Hi sandeep.hebbar2,

It is impossible to pass call end information in fields Custom1-4. Let me illustrate:

1) Customer calls up C4C

2) Telephony provider registers a call and passes Event INBOUND to C4C

- at this moment telephony provider does not know Call end time because Call did not end yet

3) C4C creates a new Phone Call activity in C4C

4) after several minutes Customer drops from the phone call

5) Telephony provider can now pass 'call end' message to C4C

- at this point there is no event to pass to C4C call end time. Event INBOUND will create a new call, event Transfer will again create a new call.

C4C can only receive information on event INBOUND, but information regarding call end time does exist yet. And as soon as call information is available C4C can not take it any longer.

Nadya