WebAgent for SAP C4C CTI Actions and behaviors

Introduction

The below overview of the CTI Actions available with the WebAgent for SAP C4C.

Search and open form Behavior

When getting a conversation the CTI plugin will search for entities to display.

A conversation is being offered.

The search will be performed when the conversation is offered (hunt).

Behavior

• One contact found = Show contact in the header

• No contacts found = Show 'Unknown Caller'

• Multiple contacts found = Show 'Multiple Possible Callers'

A conversation is accepted

After the agent accepts the following actions will happen.

Behavior

• One contact found =

  • The contact window of the matching contact is opened.
  • An activity is made based on the direction and type
    • Direction:
      • Inbound = All inbound conversations.
      • Outbound = All Direct Call Interceptor The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents., Campaign Dialer, Outbound intercepted and calls initiated via the Click to Dial action.
    • Type:
      • Call = All phone conversations.
      • Chat = Every text channel.

• No contacts found = A form is opened to register call information (activity)

• Multiple contacts found = An overview is shown with possible callers.

  Note

  No activity will be made automatically.

A conversation is wrapped up

• One contact found = The created activity will be updated with an end time.

• No contacts found = Nothing will happen

• Multiple contacts found =Nothing will happen