Defauting a customized work mode in IC

[Former Member]

Hi All,

I have a requirement to default a particular work mode(aux code) sent by the CTI provider(Avaya) as the initial work mode, when the agents log on to SAP.

As of now, when they log on, they are defaulted to aux Not Ready and the other aux codes sent by Avaya are available in the drop down.

Any suggestion would be of great help!

Regards,

Shwetha

[walt_b]

Hi Shwetha,

I am familiar with the free-seating scenario, but I do not know how much this applies to your request.

When an agents logs on to SAP, BSP view ICCMP_CCS/workcenterDetermination.htm is displayed. After agent has entered his workcenter ID and credentials to logon to CTI application, you could now force workmode to a specific value.

I would do it in OnInputProcessing event of view ICCMP_CCS/workcenterDetermination.htm. Please note that this is a repair of standard SAP, for which you do NOT need an object key. This repair is implicitely requested by SAP in case of free-seating scenario; check also page 79 of ICI specification, version 3.06: chapter "6.5.4 Contact center with new interface, using unspecified ID as workcenter identification".

To set workmode, you need to get access to current BCB user instance (CL_BCB_USER), and then call method SET_CURRENT_WORKMODE.

How you get access to the BCB user instance depends on the way the Avaya connector has implemented workcenter identification. In any case, the BCB user instance depends on BCB session, user-ID and worcenter. Check also constructor of CL_BCB_USER class.

Hope this helps you further

Kind regards

Walter

[Former Member]

Hi Walter,

Thanks for your response. In fact, our CTI Provider has managed this one their side and we have the new Aux code set when the user logs in.

Regards,

Shwetha