Initialization workmode in login Interaction Center

[schz]

Hi experts,

We need to initialization workmode in login Interaction Center. We need the workmode update "Ready" automatically, when the user login in Interaction Center and refresh the status in the CMS. I can see the BSP application ICCMP_CSS, page sessionManager.htm event OnInitialization, but I don´t know how to implement it.

any suggestions?

Thanks in advance!

Kind regards

[schz · Accepted solution]

Hi experts,

I have the solution. It is as follows:

1. In my CMS Integration profile:

2. Start-Up Component AGENT_SESSION implement my class ZCL_IC_SESSION implement the interface IF_CRM_IC_COMPONENT.

3. Implement the method IF_CRM_IC_COMPONENT~INITIALIZE and update the agent workmode with the logic necessary for the method CL_BCB_USER->SET_CURRENT_WORKMODE.

This has been my solution.

I hope it will help in the future.

Thanks.

Kind regards

[Former Member]

Hi Alvaro,

As a starter could you please let us know what CMS solution you have? You have tagged SAP Contact Center to this thread, but do you have the solution in use? Please remove the SAP Contact Center tag if SAP CCtr is not used.

SAP Contact Center has parameter to define what is the user status when agent logs in to IC. I'm happy to share more details if that is needed.

Br,
Jukka

[schz]

Hi Jukka,

First of all, thanks for your help.

Yes, I have this solution, SAP Contact Center.

I need that workmode status is "Ready" by default when the user start Interaction Center.

The problem if is the user start first SAP CC instead of Interaction Center because in IC the workmode is "Not ready" by default. In SAP CC the status by default is "Ready".

Is it possible to start Interaction Center in "Ready" always?

Thanks in advance!

Kind regards

[Former Member]

Hi Alvaro,

Thanks for the info. Indeed the Interaction Center sets user to not ready when UI is loaded. I don't know detail behind the design, but would say that it's something to do with loading UI elements.

Now I have to take my words back and say that we don't have function to set user ready when opening the IC. The function exists for stand alone CCtr cases.

As you found out the workmode can be set via ICI interface. Also the same is available via OII at CCtr side, document for that is available at help.sap.com.

Br,
Jukka

[muttepawar-2009]

Defauting a customized work mode in IC