SAPPhone RFC Interface

SAPphone
Telephony in R/3
Integrating R/3 with Your
Phone System -
Interface Description
SAPphone Interface Version 4.A /
!.A
1
Copyright
Copyright 1997 SAP AG. All rights reserved.
Distribution and/or duplication of this docuent or parts thereof ! for "hatever purpose and "hatever for !
prohibited "ithout the e#pressed "ritten perission of SAP AG.
$he inforation contained in this docuent is sub%ect to change or addition "ithout advance notice.
History

&ersion Date
1.'' April 7, 1997
(.''A1 May 22, 1998
(.''A) May 29, 1998
(.''A* July 10, 1998
(.''A( September 22, 1998
+.''A1 December 8, 1998
Please note:
Document in progress, subect to c!ange
2
1 INTRODUCTION.....................................................................................................7
1"1 Document #ersion an$ %&' %elease"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""7
1"2 %&' (elep!ony )nter*aces""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""7
1"' SAPp!one"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""8
1"+ SAPp!one )nter*ace #ersion ,umbering System"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""8
2 ARCHITECTURE....................................................................................................9
2"1 -ocal .onnection"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""9
2"2 .lient&Ser/er .onnection"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""10
).).1 Connection ,ithout net"or- enabled .nterface Soft"are..............................................................1'
).).) Connection "ith net"or- enabled .nterface Soft"are....................................................................1'
2"' .entrali0e$ .onnection""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""11
3 INTERFACE TECHNOLO!...............................................................................12
'"1 .onnection /ia SAPp!one %1. )nter*ace""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""12
*.1.1 /unctions called fro "ithin 0/*1 activation type for 0/C Calls..................................................1*
'"2 .onnection /ia (AP) )nter*ace""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""1+
" TELEPHON! FUNCTIONS..................................................................................1#
+"1 Agent registration an$ login"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""12
+"2 )nboun$ calls""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""12
(.).1 .ncoing Calls1 displaying call inforation...................................................................................1+
+"' .onsult"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""12
+"+ .on*erence"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""13
+"2 (rans*er""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""17
(.+.1 2ne!step transfer.............................................................................................................................17
(.+.) $"o!step transfer.............................................................................................................................17
+"3 Drop .alls""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""18
# PREDICTI$E DIALIN / PO%ER DIALIN........................................................19
2"1 De*inition o* (erms""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""19
2"2 Arc!itecture"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""19
2"' 4lements o* Pre$icti/e Dialing & Po5er Dialing""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""19
2"+ %elation bet5een Planne$ .alls in %&' an$ in t!e Dialer""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""20
3
2"2 -ist (rans*er""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""20
2"3 Mo$i*ying Planne$ .alls in t!e Dialer""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""21
2"7 %eporting PD calls to %&'"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""21
2"8 Statistics"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""22
2"9 )nboun$ call be*ore PD call""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""22
& CALL ATTACHED DATA......................................................................................23
3"1 Purpose"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""2'
3"2 System Arc!itecture""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""2'
3.).1 Data in call center4 single access.....................................................................................................)(
3.).) Data in .&04 single access..............................................................................................................)(
3.).* Data in Call Center4 no .&0............................................................................................................)(
3.).( Call and data flo"...........................................................................................................................)+
3"' Data Structure"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""22
3"+ Processing call attac!e$ $ata"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""27
3.(.1 Processing call attached data in (.+A..............................................................................................)5
7 'ONITORIN OF E(TERNAL CO'PONENTS.................................................29
) SAPPHONE DATA DEFINITIONS* STRUCTURES+ T!PES+ CONSTANTS......3,
8"1 Structures"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""'0
5.1.1 SP67C.8/2...................................................................................................................................*'
5.1.) SP67CS$A$9.................................................................................................................................*'
5.1.* SP62P$.28S.................................................................................................................................*'
5.1.( SP67:.89S....................................................................................................................................*'
5.1.+ SP67.2;<.......................................................................................................................................*'
5.1.3 SP67.2C28$................................................................................................................................*'
5.1.7 SP67.2D9SC.................................................................................................................................*'
5.1.5 SP67PDCA:: =PD call / list entry>...............................................................................................*1
5.1.9 SP67PDC6.S =PD call history>......................................................................................................*1
8"2 Data elements&(ypes""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""'2
8"' .onstants""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""''
9 SAPPHONE RFC FUNCTION DEFINITIONS......................................................3"
9"1 .all .ontrol 1unctions"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""'+
9.1.1 ?C6G&90S.28............................................................................................................................*(
9.1.) ?C6GPA0A@S.............................................................................................................................*(
9.1.* SPS709G.S$90.............................................................................................................................*(
9.1.( SPS7D909G.S$90........................................................................................................................*+
9.1.+ SPS7AG98$:2G.8......................................................................................................................*+
9.1.3 SPS7AG98$:2G2A$..................................................................................................................*3
9.1.7 SPS7S9$,20B@2D9.................................................................................................................*3
9.1.5 SPS7G9$,20B@2D9................................................................................................................*7
9.1.9 SPS7G9$CA::S$A$9..................................................................................................................*7
9.1.1' SPS7G9$CA9A9S.........................................................................................................................*7
9.1.11 SPS7,A.$/20CA::....................................................................................................................*5
4
9.1.1) SPS7CA8C9:,A.$......................................................................................................................*5
9.1.1* SPS7A8S,90...............................................................................................................................*9
9.1.1( SPS7D9/:9C$...............................................................................................................................*9
9.1.1+ SPS7@AB9CA::..........................................................................................................................('
9.1.13 SPS7C28SA:$..............................................................................................................................('
9.1.17 SPS7;$0A8S/90.........................................................................................................................(1
9.1.15 SPS7$0A8S/90............................................................................................................................()
9.1.19 SPS7C28/9098C9......................................................................................................................()
9.1.)' SPS7A:$908A$9.........................................................................................................................(*
9.1.)1 SPS709C2889C$........................................................................................................................(*
9.1.)) SPS762:D.....................................................................................................................................((
9.1.)* SPS7A862:D...............................................................................................................................((
9.1.)( SPS7D02PPA0$D.........................................................................................................................((
9.1.)+ SPS7D02PCA::...........................................................................................................................(+
9.1.)3 SPS7D02PA::..............................................................................................................................(+
9.1.)7 SPS7G9890.C...............................................................................................................................(3
9"2 %eporting *unctions"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""+3
9.).1 SPS7G9$7:.89S7P907S90&90.................................................................................................(3
9.).) SPS789,7CA::...........................................................................................................................(3
9.).* SPS7CA::798D9D......................................................................................................................(7
9"' 1unctions concerning pre$icti/e $ialing & po5er $ialing"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""+7
9.*.1 SPS7PD:.S$$0A8S/90..............................................................................................................(7
9.*.) SPS7PD7S$A$AS...........................................................................................................................(5
9.*.* SPS7@2D./D7PDCA::...............................................................................................................(9
9.*.( SPS7S$A$CA@PA.G8..................................................................................................................(9
9.*.+ /unctions reporting a PD call..........................................................................................................+'
9.*.3 .ncopatible Changes bet"een 0/* releases (.+A and (.+;1 Suary........................................+'
9"+ 1unctions *or call attac!e$ $ata *rom +"26 on5ar$s"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""20
9.(.1 SPS7G9$CA::.8/2.....................................................................................................................+'
9.(.) SPS7S9$CA::.8/2.....................................................................................................................+1
9.(.* SPS7APP98DCA::.8/2.............................................................................................................+1
9.(.( SPS7D9:9$9CA::.8/2.............................................................................................................+)
9"2 1unctions *or call attac!e$ $ata in %&' rel" +"2A""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""2'
9.+.1 SPS7C09A$9.8/2........................................................................................................................+*
9.+.) SPS7S9$.8/2................................................................................................................................+*
1, ERROR CODES.................................................................................................##
11 'ISCELLANEOUS............................................................................................#&
5
Glossary
A.D Autoatic .all Distribution
Agent Soeone "ho "or-s in a call center.
AP) Application Prograing )nterface
.anonical numbers Phone nubers in the for ECC =A09A> SA;SC0.;90!9?$98S.28
=e.g. E(9 =3))7> *(!1)*(>
.). .ustoer )nteraction .enter1 0/* "or- environent for Call Center Agents
.() .oputer (elephone )ntegration
.() mi$$le5are Soft"are that on the one hand perfors the connections to different
s"itches =P;?> and on the other hand understands =via a gate"ay> the
SAPphone functionsF can consist of several different coponents.
47press message Popup "indo" that is displayed in a ne" session after the ne#t user action
in the 0/* Syste.
8ate5ay Soft"are coponent that aps SAPphone functions and the corresponding
functions in the C$. iddle"are.
)#% )nteractive #oice %esponse
Main line Direct connection fro a phone to the phone net"or-4 "ithout a connection
to a phone syste
9utsi$e line $igit /or e#tensions1 digit that ust be dialed in order to obtain an outside line.
P6: Private 6ranch e:change
Phone syste =e#tension phone syste4 telecounications eGuipent>
P!one *unctionality /unctions that can be e#ecuted on the phone4 such as initiating a call4
ending a call4 accepting a call4 for"arding a call4 etc.
P!one system All the coponents that ay be part of a telephony infrastructure4 e.g.
phone4 P;?4 phone net"or-4 etc.
%egistration mo$e $echniGue for calling 0/C progras on e#ternal coputers =see SAP 0/C
docuentation>.
%1. %eote 1unction .all
$echnology that can be used to call and e#ecute functions or procedures on
reote SAP systes or other coputers =see SAP 0/C docuentation>.
%1. component $he soft"are that fors the foundation for counications via 0/C.
SAPp!one %1. inter*ace All the interfaces of functions that are either called in the 0/* Syste fro
e#ternal coputers or are reGuired on e#ternal coputers fro 0/* in order
to provide the functionality available in SAPphone.
SAPp!one ser/er A progra provided by SAP that functions as the $AP. client and adapts
the SAPphone 0/C interface to $AP..
Ser/ice pro/i$er .n connection "ith $AP.1 telephony soft"are that provides the phone
functionality and can be used by a client.
Ser/ice number Anifor phone nuber for calls to service functions =e.g. .&0!based
inforation services>4 "hich can then be for"arded to individual
e#tensions.
Start session $echniGue for calling 0/C progras on e#ternal coputers= see SAP 0/C
docuentation>.
(AP) (elephony Application Prograing )nterface
.nterface defined by @icrosoft for ipleenting phone integration
applications
6
1 In-.o/01-ion
1.1 Document Version and R/3 Release
$he present docuent describes version +.''A of the 0/* SAPphone interface =see belo">. $his interface version
is shipped "ith 0/* release (.+; and is the first version that is certified. $he docuent also contains inforation
about the SAPphone interface version (.''A shipped "ith (.+A. Changes bet"een the t"o versions are
highlighted. /or a specification of earlier versions of the interface4 please refer to version 1.'' of the current
docuent .
1.2 R/3 Telephony Interaces
All counication bet"een 0/* applications or the 0/* Custoer .nteraction Center =soeties referred to as
H/ront 2fficeI or HCall Center @anageentI> on the one hand4 and e#ternal C$. systes4 Call Centers or pure
P;? drivers is via SAPphone4 a telephony service layer "ithin 0/*.
1igure 1: SAP supporte$ telep!ony inter*aces
An e#ternal telephony syste =C$.4 Call Center4 etc> ay counicate "ith 0/* directly using the SAPphone
0/C interface =described in this docuent> J see =)> in the picture ! or via the @icrosoft $AP. interface =the
SAPphone server is shipped "ith the 0/* syste> J see =1> in the picture. A cobination of these t"o
technologies is also possible. 2ther interfaces4 such as $SAP.4 are not supported directly by SAP4 but ay be
used in connection "ith third party C$. iddle"are.
7
0/* Applications or /ront 2ffice =C.C>
SAPphone
0/C .nterface
$AP.
Service
Provider
0/C
Service
Provider
SAPphone
Server
$AP.
$elephony soft"are4 telephone4 P;?4 driver
etc.
) 1
1.3 !"#phone
SAPphone is designed to a-e the telephone an integral part of business processes4 either in connection "ith
individual 0/* applications4 the SAP ;usiness ,or-flo" or the SAP Custoer .nteraction Center =C.C> in a Call
Center environent. SAPphone supports the follo"ing functions1
&arious telephony functions4 such as initiate calls4 transfer calls4 etc =see list of function specifications in this
docuent>.
Display incoing call inforation.
Support for Call Center functions4 such as Agent :ogin4 etc.
Support for capaigns =Predictive Dialing / Po"er Dialing>.
;ranch to applications "ith caller data
9ntering eos for calls
SAPphone is not intended to perfor the follo"ing functions1
Processing and storing voice data =voice ail>
Processing incoing calls that are ade to a service nuber and assigning the to a specific processor
=ACD functionality>
Providing data fro 0/* for incoing calls processed by an .&0 syste.
1.$ !"#phone Interace Version %um&ering !ystem
$o ensure the copatibility of SAPphone and the connected telephony soft"are4 or at least ensure suitable error
handling in case of incopatibility4 the SAPphone interface is assigned version nubers. $he version nuber
has the follo"ing structure1
A";;C
$he coponents1
A K 8ueric4 increased "ith each incopatible change to the interface
; K 8ueric4 increased for larger copatible changes =such as enhanceents to
functionality>
C K :etter4 increased for saller changes
$he version of the SAPphone interface ipleented in a given 0/* release is defined in the progra
:P628$2P.$he version nuber of the SAPphone interface is in general not identical "ith the 0/* release
nae. $he SAPphone interface nubers are1
0/* release SAPphone interface
nuber
*.1G/6 '"01A
*.1. '"0'A
(.'A/; '"+0A
(.+A +"00A
(.+; 2"00A
$he telephony soft"are connected to SAPphone ust also be assigned a version. $he version nuber ust have
the follo"ing structure1
A";;CDDD
$he values A4 ;4 and C should agree "ith the version of SAPphone that "as created for the telephony soft"are
or ost recently adapted to it. $he values for D can be freely assigned by the telephony soft"are vendor. $hey
are not relevant for deterining copatibility.
Copatibility is verified by the SAPphone function ?C6G&90S.28 =see list of SAPphone 0/C functions
belo">.
8
2 A.1hi-e1-0.e
.n addition to SAPphone4 phone integration reGuires soft"are and hard"are coponents outside the 0/* Syste.
$he architecture describes "hich coponents are reGuired4 ho" they are connected "ith each other and ho" they
are distributed =on the "or- center PC4 on a telephony server4 or distributed bet"een both. $he follo"ing
alternative architectures are supported1

:ocal connection
,ithout centraliLed telephony server
Additional hard"are and soft"are reGuired at "or- center
Client/server connection
,ith centraliLed telephony server
Additional soft"are reGuired at "or- center
CentraliLed connection
,ith centraliLed telephony server
8o additional coponents reGuired at "or- center
$he various options and the coponents involved are described belo". $o siplify things4 only one phone
server and one P;? are illustrated in the diagras belo"4 although architectures "ith several servers and/or
P;?s are also supported. .nstallations that consist of a cobination of the architectures illustrated belo" are
also supported.
2.1 'ocal Connection
.n the local connection4 the so!called H"or- center solutionI4 each "or- center PC is connected "ith the phone
syste via hard"are coponents. $he diagra belo" illustrates three possibilities1
1. Direct connection bet"een the "or- center PC and the phone4 e.g. through a odel cable "ith a &)(
interface
). Connecting the "or- center PC to the phone net"or- via a ode
*. Connecting the "or- center PC to the phone net"or- via a plug!in board
Access to the phone net"or- can also be provided in several "ays1
A> Connection via a P;?
;> Direct connection to a ain line
P2( P2(
R/33Appli14-ion Se.5e.
SAP RFC GUI
%o.6 1en-e. PC
API
Telephony SW
2o4./
'o/e7
3
2
1
A
2
Communic!ion
Phy8i14l 1onne1-ion
Wo"# cen!e"
$in line !o
phone ne!%o"#
1igure 2: -ocal connection ;' possibilities<
.n addition4 each "or- center PC ust be eGuipped "ith soft"are coponents to establish the connection
bet"een the 0/* Syste and the phone syste. /or outgoing calls started fro "ithin an 0/* application4 the
0/* application server uses 0/C functions to call the local soft"are4 "hich for"ards the coands to the phone
&
syste coponents. /or incoing calls4 the phone syste coponents report the call to the local soft"are4
"hich calls the corresponding functions on the 0/* application server.
2.2 Client/!er(er Connection
8o hard"are enhanceents to the individual "or- center PCs are reGuired for the connection using client/server
technology. .nstead4 the central telephony server ust be configured "ithin the net"or-4 "hich provides access
to the P;?. $he installation can also encopass several P;?s and several telephony servers.
Such installations also enable the use of telephone products fro other vendors4 "hich are installed on the local
PC4 e.g. personal address boo-s.
;oth the "or- center PC and the telephony server ust be eGuipped "ith additional soft"are coponents. $he
follo"ing options are available1
.f the interface soft"are that fors the connection bet"een the e#ternal telephony soft"are and SAPphone is
not net"or-!capable ! that is4 it cannot be installed on several distributed coputers ! the telephony soft"are
ust also perfor the counications via the local net"or-. $he interface soft"are and a local coponent
of the telephony soft"are are installed on the "or- center PC4 and the central coponent of the telephony
soft"are is installed on the telephony server =see Chapter ).).1>.
.f the interface soft"are is net"or-!capable ! i.e. can e#ecute counications via the local net"or- ! only
parts of this interface soft"are need to be installed on the "or- center PC. $he telephony soft"are is
installed on the telephony server4 together "ith a central coponent of the interface soft"are =see Chapter
).).)>.
2'2'1 Connec!ion Wi!hou! ne!%o"# en(le) In!e"*ce So*!%"e
,or- center PC1
SAP 0/C coponent for counicating "ith the 0/* Syste and
:ocal telephony soft"are for counicating "ith the telephony server and
.nterface for adapting the telephony soft"are to the SAPphone 0/C interface =either fro a third!
party vendor or the SAP $AP. client>
Server1
P;?!specific driver
Central telephony soft"are for connecting the individual "or- centers to the driver =via :A8>
P2( P2(
Cen!"l
Telephony
So*!%"e
Telephony Se.5e.
SAP RFC GUI
%o.6 1en-e. PC
API
+oc' Telephony SW
,"i-e"
Wo"# cen!e"
1igure ': .lient&ser/er solution 5it! telep!ony so*t5are component on t!e 5or= center P.
2'2'2 Connec!ion %i!h ne!%o"# en(le) In!e"*ce So*!%"e
,or- center PC1
SAP 0/C coponent for counicating "ith the 0/* Syste and
1.
.nterface for adapting the local AP. to the SAPphone 0/C interface =either fro a third!
party vendor or the SAP $AP. client> and
:ocal AP. coponent
Server1
Central AP. coponent and
Central telephony soft"are for counicating "ith the P;?
P2( P2(
Cen!"' API Comp'
Telephony Se.5e.
Telephony SW
SAP RFC GUI
%o.6 1en-e. PC
+oc' API componen!
,"i-e"
Wo"# cen!e"
1igure +: .lient&ser/er solution 5it! connection /ia net5or=>capable AP)
2.3 Centrali)ed Connection
.n a centraliLed architecture4 the individual "or- center PCs do not reGuire any additional hard"are or soft"are.
$he P;? is connected to a central telephony server. $he telephony server counicates directly "ith the 0/*
application server via the local net"or-4 "ithout routing via the "or- center PC. $o perfor this tas-4 the
telephony server ust be eGuipped "ith the follo"ing soft"are coponents1
Central 0/C coponent for counicating "ith the 0/* application server and
.nterface for adapting the telephony soft"are to the SAPphone 0/C interface =either central SAP $AP.
client or progra fro a third!party vendor>
Central telephony soft"are
P2( P2(
Telephony SW
Telephony Se.5e.
GUI
%o.6 1en-e. PC
,"i-e"
SAP RFC
API
Wo"# cen!e"
1igure 2: Arc!itectures > centrali0e$ connection
11
3 In-e.941e Te1hnolo:y
$his chapter describes ho" the soft"are that controls the phone and/or P;? counicates "ith SAPphone.
$here are t"o possibilities1
&ia the SAPphone 0/C interface
&ia the $AP. standard interface
$he SAPphone 0/C interface is the J uniGue ! 0/* access point to the
SAPphone functionality in 0/*. As a result4 the telephony soft"are can
al"ays be connected directly to the SAPphone 0/C interface.
.nstead of counicating directly "ith the SAPphone 0/C interface4 an e#ternal telephony soft"are syste
ay counicate J via @icrosoft $AP. J "ith the SAPphone server. $he SAPphone server is shipped by SAP.
.t serves as a gate"ay bet"een @icrosoft $AP. =as a $AP. client> and the SAPphone 0/C interface.
.t is also possible to use both interfaces in parallel4 for e#aple4 "hen different P;?s and service providers are
used in a single installation. .n this case4 for e#aple4 one telephony server could counicate "ith SAPphone
via $AP.4 "hile another accesses the 0/C interface directly.
$he follo"ing sections e#plain the technology involved4 describe the t"o connection options4 and list the
coponents reGuired for each.
3.1 Connection (ia !"#phone R*C Interace
R/3
SAPphone
SAPphone RFC In!e"*ce
SAP TAPI
Clien!
Telephony So*!%"e
TAPI SP
1igure 3: )nter*aces
12
$o integrate 0/C soft"are in your o"n progras4
use the 0/C Soft"are Developent Bit for all
operating syste platfors supported by the 0/*
Syste. $he 0/C SDB is a coponent of the
SAPGA. Bit. /or the associated descriptions4
please refer to the follo"ing 0/* online
docuentation4 "hich is available on the
Presentation CD1
1. 0/* online docuentation on the 0/C1 0/* !M ;asis !M A;AP/( Developent ,or-bench !M 0eote
Counications !M $he 0/C AP. or as a ,in6elp file on the Des-top SDB after installing the CD
). 2nline docuentation on the SAP Gate"ay1 0/* !M ;asis !M Syste adinistration !M SAP Counications !
Configuration or the 0ead@e file on the CD.
$o connect the 0/* Syste and the P;? using the SAPphone 0/C interface4 the P;?!specific telephony
soft"are ust be adapted to the SAPphone 0/C interface. Depending on the architecture involved4 the reGuired
connection progra is installed either on the "or- center PC or on the central telephony server. $his connection
progra is not a SAPphone coponent. .t erely converts the telephony soft"are functions and coands into
the SAPphone 0/C library and vice versa.
0/C technology enables the reote starting and e#ecution of functions J including 0/* A;AP functions and
non!0/* progras ! on reote coputers. 8on!0/* progras a-e use of this technology by calling functions
of a SAP provided 0/C library =C4 CEE4 <ava4..>. DC2@ technology is also supported.
0/C supports the follo"ing connections1
Counication bet"een 0/* systes
Calling an e#ternal function fro "ithin an 0/* Syste
Calling an 0/* function fro "ithin an e#ternal syste
$he connection bet"een the 0/* application server and the e#ternal coputer is based on $CP/.P. A general
description of 0/C functionality can be found in the docuentation H0eote CounicationsI4 Chapter1 H$he 0/C
AP. and 0/C Prograing in A;AP/(I.
3'1'1 Func!ion0 clle) *"om %i!hin R/31 c!i-!ion !ype *o" RFC Cll0
$o develop progras/functions that are called via 0/C fro "ithin 0/*4 the various 0/C techniGues for starting
the progra ust be ta-en into account1
Starting the progra in registration ode ! i.e. the progra is started once at the beginning4 registers "ith a
SAP gate"ay under a progra .D4 and then "aits for an 0/C call. $he call ust have the sae progra .D.
$his .D is stored in the 0/* Syste in connection "ith an 0/C destination4 "hich is accessed during the 0/C
call to deterine the e#ternal coputer and the access path.
Starting the progra in start ode ! i.e. the progra is restarted for each 0/C call and then terinated.
Progras that are installed on the central telephony server and called fro there should al"ays run in
registration ode ! that eans they are started once4 register "ith the SAP gate"ay4 and "ait for an 0/C call.
SAPphone
0/* App 0/* App 0/* App
0/C Coponents
$elephone Syste
0/C Coponents
$elephony Soft"are
Connection fro telephony
soft"are to SAPphone 0/C
interface
0/* Application Server
$elephony Server
=central4 client/server or
"or- center solution>
$elephone Syste
1igure 7: .onnection /ia t!e SAPp!one %1. inter*ace

13
Progras that are installed on the "or- center PC should be called in start ode. 2nly one 0/C destination
needs to be defined for all the "or- centers together4 "hich specifies the access path to the 0/C progra on the
"or- center PC. 6o"ever4 if you "ant to use registration ode here as "ell =for perforance reasons4 for
e#aple>4 the progra .D ust be uniGue for each "or- center. $his eans that a separate 0/C destination
ust be defined in the 0/* Syste for each "or- center4 and the progra .D on the "or- center PC ust be
configurable.
14
3.2 Connection (ia T"#I Interace
$AP. =$elephony AP.> is the interface that @icrosoft has defined for telephony
integration solutions. @any P;?s4 C$. iddle"ar products and Call Center
systes either support $AP. or can be adapted to $AP. using products fro third!
party vendors. 9arlier versions of $AP. =NK ).'> are not net"or-!capable4 "hich
eans a $AP. service provider ust be installed on every single des-top PC even
in a client/server architecture =the $AP. service provider "ould the counicate
via :A8 "ith a central telephony server>. ,ith $AP. version ).14 $AP. itself "ill
perfor counication via the local net"or-.
.n addition to the functionality ipleented "ithin 0/*4 SAPphone also includes an e#ternal soft"are
coponent4 the SAPphone server. ,ith this progra4 "hich can be installed either on the central telephony
server or on the des-top PC4 the SAPphone 0/C interface is adapted to the $AP. standard interface4 "hich
eans that any telephony soft"are that supports $AP. can counicate "ith 0/*.
$he SAP $AP. client supports $AP. &ersion ).' and later.
A detailed description of the SAPphone server is contained in a separate docuent.
,hen connected via the $AP. standard interface4 the SAP $AP. client adapts the SAPphone 0/C interface to
$AP.. $he follo"ing coponents ust be installed outside the 0/* Syste1
SAPphone server
$AP.
$AP. service provider
$he distribution of the coponents for the various architectures is described belo"1
-ocal arc!itecture
SAPphone server4 $AP.4 and the service provider are installed on the des-top PC.
.lient&ser/er arc!itecture
$he follo"ing coponents ust be installed1
$AP. Client
Client .nterface
$AP.
Service Provider .nterface =SP.>
Service Provider
1igure 8: (AP) > Structure
SAPphone
0/* App 0/* App 0/* App
$elephone Syste
$ A P .
Service Provider "ith
$AP. .nterface
0/C Coponents
0/* Application Server
$elephony Server
=central4 client/server or
"or- center solution>
$elephone Syste
SAPphone Coponents "ith
0/C and $AP. .nterface
1igure 9: .onnection /ia t!e (AP) stan$ar$ inter*ace
15
Des-top1
SAPphone server
$AP.
.f $AP. &ersion ).' is used1 local service provider soft"are =since the $AP. cannot perfor counication
bet"een the "or- center and the telephony serverF this local coponent "ill not be necessary in future $AP.
versions4 as counication "ith the telephony server "ill be possible "ith $AP. alone>.
$elephony server1
Service provider
,ith use of future4 net"or-!capable $AP. versions1 Central $AP.
.entral arc!itecture
Central SAPphone server4 $AP.4 and the service provider
are installed on the telephony server
16
" Telephony 90n1-ion8
$.1 "gent registration and login
$.2 In&ound calls
4'2'1 Incomin2 Cll01 )i0plyin2 cll in*o"m!ion
SAPphone supports three ethods by "hich incoing call inforation is reported to 0/*1
1. $he 0/* application O"aitsH for an incoing call =O.n"ait odeH>.
.n this ode4 the application "ill call the telephony server function SPS7,A.$/20CA:: =see belo">4 on
behalf of a particular e#tension. $he called function should return control to the calling application only
"hen a call for this e#tension coes in. @ultiple calls ay be active at any given oent for different
e#tensions.
). $he 0/* application actively reGuests inforation on incoing calls.
.n this ode4 the 0/* application "ill call the telephony server function SPS7G9$CA::S$A$94 initiated4
for instance4 by an agentPs pushing a OGet incoing callH pushbutton.
*. $he telephony server actively reports incoing call inforation to 0/*
.n this ode4 "hen a call coes in4 the telephony server calls the SAPphone function SPS789,7CA::.
All three odes should be supported by the telephony server.
$.3 Consult
$o initiate a consult4 the active call ust be put on hold4 a connection to the ne" party ust be established4 then
return to the held call.
$o transfer a call4 a siilar seGuence of steps has to be perfored1 the active call ust be put on hold4 a
connection to the ne" party ust be established4 then the held call ust be transferred to this party.
$o initiate a conference4 the active call ust be put on hold4 a connection to the ne" party ust be established4
then the held and the active call ust be erged into one conference call.
$here is one function that cobines the first t"o steps of all these scenarios1 SPS7C28SA:$ has t"o tas-s1 to
place the active call on hold and to establish a connection to the ne" party.
After successfully calling SPS7C28SA:$4 the application has a held and an active call. /ro here4 you have
any options1
1. Drop the active call and still have the other call on hold to perfor other steps =SPS7D02PCA::>
). Alternate bet"een the t"o calls by placing the active call on hold and returning to the held call
=SPS7A:$908A$9>
*. Drop the active call and return to the held call as in a noral consult call =SPS709C2889C$>
(. $ransfer the held party to the ne" party as in a "ar transfer =SPS7$0A8S/90>
+. @erge the t"o calls to a conference call =SPS7C28/9098C9>
All these steps should be possible after calling SPS7C28SA:$"ithout having to -no" "hat action "ill follo"
"hen SPS7C28SA:$ is called. SPS7C28SA:$ has a paraeter to indicate "hat the ne#t action is li-ely to be4
conference or transfer. ;ut there is al"ays a chance that the user changes his ind and perfors another action
than originally planned. .n situations "here it is not possible to tell in advance "hat action "ill follo"4 the
follo"!up action "ill be set to Nun-no"nM. .t "ill also be set to Nun-no"nM "hen the user only "ants to
perfor a consult call4 to allo" hi to change his ind after"ards. $he gate"ay then has to decide ho" to react.
.t could e.g. initiate a conferece. $his allo"s the user to reconnect to the held call and to initiate a conference. .f
he chooses transfer4 the C$. layer can achive that too by initiating the conference and then dropping the users
line fro the call.
17
Call attached data fro the original call ust be copied autoatically to the consult call by the gate"ay. A8. of
the consult call ust be the party that initiates the consult call4 not the original caller. .f data is attached to the
consult call4 it should be copied bac- to the original call by the gate"ay ="hen copleting conference4 transfer
or reconnect>. SAPphone does not ta-e over this function.
.all
attac!e$
$ata
A ; 1
$here is an active call bet"een t"o parties "ith data
attached to the call.
.all
attac!e$
$ata
A ; 1
.all
attac!e$
$ata
C )
Automatically
copie$ by
gate5ay
; initiates a consult call to C. $he first call is placed on
hold. Call attached data are copied autoaticall fro
the first to the second call. $he gate"ay is responsible
for that.
a$$e$
.all
attac!e$
$ata
A ; 1
.all
attac!e$
$ata
C )
During the consult call4 ne" data is attached to the call
and added to the e#isting call attached data.
a$$e$
.all
attac!e$
$ata
1 A C
Automatically
copie$ bac= by
gate5ay
,hen the call is finally transferred4 the consult call is
ended and the first call is reactivated. $he added call
attached data should then be copied bac- to the first
call. 2ther"ise they are lost after the transfer.
$.$ Conerence
A conference al"ays include three steps1 put the active call =that itself can be a conference call> on hold4 contact
the ne" party and then initiate the conference.
A ; 1
$here is an active call bet"een t"o parties. $he call
has inforation about A8. and D8.S and ay have
call attached data.
C A ; 1 )
Party ; first initiates a consult to C using
SPS7C28SA:$. $his consult is a ne" call. Data
attached to the original call is attached autoatically to
the ne" call by the gate"ay. $o a-e sure that the ne"
party can see the original A8. and D8.S4 this
inforation "ill be attached to the original call by
SAPphone before initiating the consult.
18
C
A
;
1
,hen C agrees to participate in the conference4 ;
initiates the conference using SPS7C28/9098C9.
$he original call then has three parties connected to it.
All share the sae call attached data. /or dropping
parties fro the conference4 see chapter .
D * C
A
;
1
,hen C "ants to add another party to the conference4
it first consults the ne" party D. $his autoatically
places the conference call on hold.
D
C A
;
1
,hen D agrees to participate in the conference4 C uses
SPS7C28/9098C9 to reactivate the conference and
include the ne" party.
$.+ Transer
$here are t"o different "ays to transfer a call1 a one!step transfer =blind transfer>4 "here the call is transferred
directly to the ne" destination "ithout prior chec-ing if the ne" party really "ants to accept the call4 and a t"o!
step transfer ="ar transfer>4 "here the transferring party first contacts the ne" party and then either transfers
the call or returns to the held party.
4'5'1 3ne40!ep !"n0*e"
A ; 1
call attached data.
C A 1
,hen party ; initiates a one!step transfer using
SPS7;$0A8S/904 the call is transferred directly to
the ne" party. Data attached to the call is available to
the ne" party4 because the original call is transferred.
$o a-e sure that the ne" party can see the original
A8. and D8.S4 this inforation "ill be attached to the
call by SAPphone prior to transferring the call.
4'5'2 T%o40!ep !"n0*e"
A ; 1
call attached data.
C A ; 1 )
$o transfer the call4 party ; first initiates a consult to C
using SPS7C28SA:$. $his consult is a ne" call. Data
attached to the original call is attached autoatically to
the ne" call by the gate"ay. $o a-e sure that the ne"
party can see the original A8. and D8.S4 this
inforation "ill be attached to the original call by
SAPphone before initiating the consult.
C A 1
,hen the ne" party agrees to ta-e over the call4 ;
transfers the call using SPS7$0A8S/90. C no" sees
the original call.
1&
$., Drop Calls
$here are three functions to drop calls1
SPS7D02PPA0$D to drop one party out of a conference call
SPS7D02PCA:: to drop a call copletely
SPS7D02PA:: to drop all calls for one e#tension
SPS?D%9PPA%(@ is called4 "hen the user "ants to drop one party out of a conference "ith the other parties
reaining in the conference. $he party to drop can be the user hiself or another party4 if the s"itch and the
e#ternal C$. soft"are allo" the dropping of other parties =e.g. "ith call center supervisor rights>.
C
D
A
;
$his picture sho"s a
conference call bet"een (
parties1 A4 ;4 C4 D
C
D
A
;
A calls SPS7D02PPA0$D and
drops hiself fro the
conference call.
$he parties ;4 C and D reain
in the conference.
C
D
A
;
A calls SPS7D02PPA0$D and
drops C fro the conference
call. $he parties A4 ; and D
reain in the conference. $his
is only possible if C$. soft"are
and s"itch allo" it.
SPS?D%9P.A-- is used to drop a call bet"een t"o parties.
C
D
A
;
$his picture sho"s the
conference call bet"een (
parties1 A4 ;4 C4 D
C
D
A
;
A issues a SPS7D02PCA::
on the conference call. $he
function is then intended to
drop the call copletely4 so
that none of the parties is
connected to the others any
longer
C
D
A
;
Soe C$. subsystes or
s"itches donQt allo" a single
party to drop do"n the "hole
conference. .n this case the call
of SPS7D02PCA:: "ould
result in dropping the o"n
party only fro the call4 the
conference "ould continue.
SPS?D%9PA-- resebles putting do"n the receiver. .t has the sae effect as a SPS7D02PCA:: on every
connection currently active on the e#tionsion. $he C$. subsyste has to -no" by itself "hat calls to drop.
2.
# P.e/i1-i5e Di4lin: / Po;e. Di4lin:
+.1 Deinition o Terms
Pre$icti/e $ialing & po5er $ialing1 $"o autoated outbound dialing ethods. /ro an 0/* point of vie"
both ethods behave in the sae "ay. .n the follo"ing both ethods are abbreviated to OPDH.
Pre$icti/e $ialer & po5er $ialer: C$. coponent for processing autoated outbound dialing lists. A
predictive dialer or po"er dialer autoatically initiates outbound calls and transfers these calls to 0/*.
Abbreviated to OdialerH in the follo"ing.
Planne$ call: An 0/* ob%ect "hich represents a planned outbound call.
PD list: A list of planned calls. $his list is created in 0/* and used to do"nload planned calls to the dialer.
PD list entry: An entry in a PD list. $he entry consists of inforation on the planned call =e.g. telephone
nuber=s>4 calling tie4 date4 tie Lone4 etc.>.
PD call: 2utbound call that has been initiated by a dialer.
.ampaign: A container in the dialer into "hich PD lists can be do"nloaded. A capaign has paraeters
such as capaign id =nae>4 start and end date4 attached agent groups4 attached agents4 etc. Several different
capaigns can e#ist at the sae tie. ,hile do"nloading a PD list the capaign id is specified4 indicating
the corresponding container.
+.2 "rchitecture
.n 0/* release (.+A an e#tension configured in 0/* can only access one 0/C destination4 i.e. one gate"ay at a
tie. /ro 0/* release (.+; on4 an e#tension can access t"o different 0/C destinations4 i.e. t"o different
gate"ays. $hen one gate"ay =G,1> can handle OnoralH C$. functionality =e.g. reporting incoing calls4
transfer of calls4 conference call4 etc.> and the other gate"ay =G,)> all functions concerning PD =see 9.*>.
Dialer and C$. iddle"are as one coponent... ...and as separate coponents.
6ot! gate"ays have to support the functions ?C6G&90S.28 =9.1.1> and ?C6GPA0A@S =9.1.)> for
verifying copatibility "ith SAPphone =please also refer to paragraph 1.(>.
+.3 -lements o #redicti(e Dialing / #o.er Dialing
.n this paragraph iportant steps and eleents of a PD scenario are described.
.n a PD scenario these steps are perfored1
1. Creation of capaign and definition of capaign paraeters such as capaign id =nae>4 start tie4 end
tie4 attached agent groups4 attached agents4 etc. =in the dialer4 not "ithin 0/*>.
). Do"nloading of of one or several PD lists fro an 0/* application into a capaign of the dialer via the
gate"ay function SPS7PD:.S$$0A8S/90 =9.*.1>.
21
0/*
C$.
iddle!
"are
Dialer
G,
C$.
iddle!
"are
Dialer
0/*
G,1 G,)
*. Start of capaign =i.e. of outbound dialing by the dialer> as soon as the start date and tie have been
reached.
(. 9stablishent of PD calls by the dialer and transfer to free agents via the gate"ay functions
SPS789,7CA:: =9.).)> or SPS7,A.$/20CA:: =9.1.11>.
+. Apdating of planned calls in the dialer1 there "ill be feedbac- to the dialer =e.g. that a planned call in the
dialer can be ar-ed as finished "ith the status OsuccessfulH>. Apdating and odifying is perfored via the
gate"ay functions SPS7PD:.S$$0A8S/90 =9.*.1> and SPS7@2D./D7PDCA:: =9.*.*> =please also refer
to paragraph +.3 @odifying Planned Calls in the Dialer>.
Steps ( and + are perfored until the "hole capaign has been copleted or the end date of the capaign has
been reached.
,hile the capaign is running1
- further PD lists can be do"nloaded into this capaign and
- planned calls that have been do"nloaded already4 can be odified.
+.$ Relation &et.een #lanned Calls in R/3 and in the Dialer
.n this paragraph the relationship bet"een planned calls in 0/* and planned calls in the dialer is depicted on the
basis of a virtual odel. $his odel sho"s ho" the functions "or- together and "hat the function paraeters
ean. Please note that this virtual odel does not propose a specific dialer design.
#irtual mo$el: 9ach planned call in 0/*4 "hich has been do"nloaded to the dialer4 corresponds to e#actly one
planned call in the dialer. A planned call =0/*> has a uniGue 0/* -ey and also each planned call in the dialer has a
uniGue -ey4 "hich "ill be called Odialer -eyH in this interface description. SAPphone aintains a apping table
for both uniGue -eys.
0elation bet"een planned calls in 0/* and in dialer and do"nload of planned calls =0/*> via a PD list
+.+ 'ist Transer
Planned calls "hich e#ist in 0/* are do"nloaded to the dialer in a PD list via the gate"ay function
SPS7PD:.S$$0A8S/90 =9.*.1>. 9ach PD list entry consists of inforation on the planned call =telephone
nuber=s>4 calling tie4 date4 tieLone4 etc.>4 the uniGue 0/* -ey and a field for the uniGue dialer -ey =field
OCA::.DH4 see structure SP67PDCA::4 5.1.5>. .f a corresponding planned call e#ists in the dialer4 i.e. if the
planned call has been do"nloaded before4 SAPphone "ill fill the dialer -ey field by using the apping table.
22
Dialer

uniAue $ialer =ey
.A--)D

uniAue $ialer =ey
.A--)D

uniAue $ialer =ey:
.A--)D
.AMPA)8,)D: BSales1C
do"nload of the
PD list into
capaign OSales1H
2;<$DP9 2;<B9D :2GSDS CA::.D ...
PD list entry 1
PD list entry 2
PD list entry '
...
...
...
planne$ call ;%&'< '
planne$ call ;%&'< 2
planne$ call ;%&'< 1
uniAue %&' =ey:
96J(@P4
96JD4@
-98S@S %&'
%&'
mapping table
0/* -ey dialer -ey
0/* -ey
0/* -ey dialer -ey
dialer -ey planne$ call ;$ialer< 1
planne$ call ;$ialer< '
planne$ call ;$ialer< 2
2n list transfer the dialer is e#pected to chec- the field for the uniGue dialer -ey of each PD list entry. $he
follo"ing t"o cases have to be distinguished1
- /or PD list entries "ith an epty dialer -ey field4 the dialer has to create a ne" planned call =dialer> "ith a
ne" uniGue dialer -ey.
- .f the dialer -ey field is filled4 the dialer has to update the corresponding planned call =dialer> according to
the attributes of the PD list entry.
As a conseGuence of this procedure4 each planned call =0/*> corresponds e#actly to one planned call =dialer> and
each planned call =dialer> has a uniGue dialer -ey.
$o enable SAPphone to aintain the apping table4 at soe point the dialer has to pass the dialer -eys bac- to
0/*. Again t"o cases have to be distinguished1
- 9ither1 $he dialer -eys are passed bac- to 0/* iediately4 that eans on return of the function
SPS7PD:.S$$0A8S/90 =please note4 that the PD list is transferred via a $A;:9S paraeter4 "hich can
be used in both directions1 iport and e#port>.
- 2r1 $he dialer -eys are passed bac- to 0/* later4 "hich ay be preferable e.g. for perforance reasons.
$hen the dialer has to call the SAPphone 0/C function SPS?PD?S(A(ES => to pass the dialer -eys bac- to
0/*.
+., /odiying #lanned Calls in the Dialer
Planned calls in the dialer can be odified either by do"nloading a PD list via the gate"ay funtion
SPS7PD:.S$$0A8S/90 =9.*.1> =several planned calls at the sae tie> or via the gate"ay function
SPS7@2D./D7PDCA:: =9.*.*> =a single planned call>. .n both cases SAPphone deterines the uniGue dialer
-ey of a planned call =dialer> via the apping table and transfers this -ey to the dialer. $he dialer is e#pected to
odify the corresponding planned calls =dialer>.
+.0 Reporting #D calls to R/3
PD calls are reported to 0/* by the gate"ay as inbound calls via the gate"ay functions SPS789,7CA:: =9.).)>
or SPS7,A.$/20CA:: =9.1.11> =please also refer to paragraph (.).1 .ncoing Calls1 displaying call
inforation>. .n addition4 the attributes of a planned call =dialer> are transferred as call attached data =chapter 3>4
see follo"ing picture1
96J,AM4 ),S(" D4@,AM4 #A-E4
PDCA:: '1 PD7CA:: ust be the 1
st
entryF no value has to be specified
PDCA:: '1 2;<$DP9
PDCA:: '1 2;<B9D
PDCA:: '1 :2GSDS
PDCA:: '1 CA::.D
PDCA:: '1 ADD08A@;90
PDCA:: '1 P90S8A@;90
PDCA:: '1 ADD07$DP9 all fields of structrue
PDCA:: '1 $9:821 SP67PDCA:: =5.1.5>
PDCA:: '1 S$A0$$.@91
PDCA:: '1 98D$.@91
PDCA:: '1 $.@9R2891
PDCA:: '1
PDCA:: '1 /.8.S69D
PDCA:: '1 PDCS$A$9
PDCA:: '1 CA@PA.G8.D paraeter CA@PA.G8.D fro function
SPS7PD:.S$$0A8S/90 =9.*.1>
table OCA::DA$AH of functions SPS789,7CA:: and SPS7,A.$/20CA::

23
$he follo"ing diagra sho"s an e#aple for reporting =via function SPS789,7CA::> and processing of a PD
call. Dependent on the call center solution4 there ay be differences at several points.
1>
1 each agent possesses a defined "or- ode
)>
1 alternatively a tas- could be started =e.g. by using a corresponding business ob%ect>
8ote1 .f agents have to register and / or log on to the C$. iddle"are4 they can use the gate"ay functions
SPS709G.S$90 =9.1.*> and SPS7AG98$:2G.8 =9.1.+> =please also refer to paragraph (.1>.
+.1 !tatistics
0/* can retrieve statistical inforation either for a "hole capaign or for an individual agent by using the
gate"ay function SPS7S$A$CA@PA.G8 =9.*.(>.
+.2 In&ound call &eore #D call
Scenario1 A custoer or business calls into the call center4 before the planned call =dialer> for this custoer or
business is perfored by the dialer.
$he follo"ing cases have to be distinguished1
$he dialer and the agent do not chec- if a planned call for this custoer or business e#ists in the dialer.
$he planned call "ill be perfored by the dialer.
$he dialer does not chec-4 but the agent chec-s if a planned call for this custoer or business e#ists in the
dialer. $he agent can prevent the planned call by odifying its status =setting to OfinishedH>.
$he dialer chec-s for an e#isting planned call. $he dialer can display this inbound call as if it happened
as a planned call. $he agent can handle both the inbound call and the planned outbound call. After this the
planned call =dialer> is set to OfinishedH.
24
%&' Application&Agent SAPp!one inter*ace .() mi$$le5are&$ialer P6:
Predictive dialer/po"er
dialer initiates PD call
9stablishing of a
PD call
KM deterination of
a free agent
1>
0ingS
Passes agentPs e#tension4
call handle and
call attached data to
SAPphone
Deterines correspond.
des-top and passes
call attached data
Displays call attached
data
)>
Agents accepts call
Call and "or- finished
=agent processes call...>
Sets agentPs "or- ode
to 82$709ADD
Changing of agentPs
"or- ode
Changing of agentPs
"or- ode
Sets agentPs "or- ode
bac- to 09ADD
Connection
established
Connection
reoved
& C4ll 4--41he/ /4-4
,.1 #urpose
,hen tal-ing about call attached data "e are not tal-ing about call handle or telephone nubers. Call attached
data is application data related to a call. .t could e.g. be the custoer .D of the calling party or the nuber of an
order on "hich the custoer "ants inforation
$he data can be collected in the follo"ing "ays1
in an .&0 session4 "here the caller enters soe -ey inforation4 e.g. his custoer nuber4 before
the call is transferred to an agent
during the call4 e.g. a ne" order is created by a call center agent or a service notification is
anually selected by the called user and attached to the call
generated "ithin the call center soft"are outside of 0/*
Call attached data can be send in t"o directions1
.nto 0/*4 "hen an incoing call arrives
2ut of 0/*4 "hen a call is initiated or transferred to another party
,ithin 0/* call attached data is used to pre!fill applications on incoing or transferred calls1
entering the custoer nuber in an .&0 session can help identify the caller if caller identification
based on the phone nuber is unli-ely =e.g. because .SD8 not available>
attaching a service notification nuber already selected anually to a call that is transferred to
another agent allo"s displaying the service notification "ithout ne" selection.
,.2 !ystem "rchitecture
Call attached data is not stored "ithin 0/*4 but in the e#ternal telephony soft"are that is connected to SAPphone.
.t is provided to 0/* either by reGuest =0/* calls functions "ithin the e#ternal syste to read or odify the data>
or together "ith an incoing call in for of a tables paraeter.
,hen tal-ing about a call center "ith an .&0 and other coponents involved4 you can thin- of several places to
store call attached data1
.n the .&0
.n the Call Center Soft"are
.n a $elephony gate"ay
Currently an e#tension configured in SAPphone can only access one coponent at a tie4 so that the coponent
providing the call control functionality ust be the sae that provides call attached data4 but it doesnQt
necessarily have to be the sae coponent that stores the data.
$o a-e the solutions described above ore visible4 the follo"ing diagras sho" soe possibilities for the
architecture of a call center4 "ith focus on "here call attached data is stored and "ho provides this data to
SAPphone. $he bo# TCall CenterP in the diagras could also be a telephony gate"ay "ithout special call center
functionality. .t siply stands for the ain coponent providing the call control functionality to SAPphone.
Call attached data can be provided to 0/* in t"o "ays1
&ia a set of special function odules to read and odify call attached data
&ia a table paraeter in the function odules to send inbound calls to 0/*4 to a-e consult calls =thus
allo"ing to for"ard call attached data "ith call transfers4 conference calls and consult calls> and to
initiate outbound calls.
$his paragraph about call attached data ainly covers the first "ay4 the set of specialiLed functions. $herefore
the follo"ing diagras do not include the flo" of call data or call control. $hey only sho" the data flo" and
function call direction concerning call attached data
25
6'2'1 ,! in cll cen!e"5 0in2le cce00
0/* in connection "ith call center soft"are and an
.&0. Counication ta-es place only bet"een 0/*
and the call center. Call attached data is stored in the
call center.
%&' %&'
.all .enter .all .enter )#% )#%
.all .all
attac!e$ attac!e$
$ata $ata
Direction of function call
0ead call attached data
,rite call attached data
6'2'2 ,! in I6R5 0in2le cce00
0/* in connection "ith call center soft"are and an
.&0. Counication ta-es place only bet"een 0/*
and the call center. Call attached data stored in the
.&0.
%&' %&'
.all .enter .all .enter )#% )#%
.all .all
attac!e$ attac!e$
$ata $ata
6'2'3 ,! in Cll Cen!e"5 no I6R
0/* in connection "ith call center soft"are. 8o .&0
is involved. Counication ta-es place bet"een 0/*
and the call center. Call attached data stored in call
center. Call attached data collected during the call
"ithin 0/* or "ithin the call center soft"are can be
transferred to another agent or an outbound call can
be accopanied by call attached data collected
previously to the call.
%&' %&'
.all .enter .all .enter
.all .all
attac!e$ attac!e$
$ata $ata
26
6'2'4 Cll n) )! *lo%
$he diagra belo" sho"s ho" the call and call attached data can be processed "ithin a syste "ith .&0 and
call center4 "hen call attached data are stored "ithin the call center and counication ta-es place only bet"een
0/* and the call center. Siilar diagras could be dra"n for the other architectures.
P;? .&0 Call Center 0/*
.ncoing call arrives
Call is transferred to .&0. .&0
collects data
Call and attached data are
transferred to call center
Call center transferres call to
agent
Agent reads call attached data
Agent odifies call attached data
Agent initiates consult call
8e" agent receives call
8e" agent reads call attached
data
Agent copletes call transfer to
ne" agent
,hen call is finished4 ne" agent
hangs up
,.3 Data !tructure
Call attached data is transported as a table4 but the data is organised in a tree!li-e structure. $he inforation itself
is contained in -ey!value!pairs. @ultiple -ey!value!pairs4 preferably those that are needed to identify one
business ob%ect4 can be put together to an ob%ect instance e.g. if there is ore then one -ey field. @ultiple ob%ect
instances belong to one ob%ect =for ore detail see chapter 5.1.3 SP67.2C28$>. $he ob%ect is used to
categoriLe inforation.
$he follo"ing e#aple should e#plain the structure of call attached data1
Call attached data as tree structure...
Object Instance Key Value
Call
C.C7C:.P;2A0D
'''1
2;<$DP9 20D90
2;<B9D ''''''''5)
''')
2;<$DP9 S90&.C982$9
2;<B9D ''''99((3*)
B9D&A:A9
'''1
CAS$2@90 '5+39+1
''')
27
09AS28 89,20D90
....and its representation in the table1
2b%ectnae 2b%ectinstance Beynae &alue
C.C7C:.P;2A0D '''1 2;<$DP9 20D90
C.C7C:.P;2A0D '''1 2;<B9D ''''''''5)
C.C7C:.P;2A0D ''') 2;<$DP9 S90&.C982$9
C.C7C:.P;2A0D ''') 2;<B9D ''''99((3*)
B9D&A:A9 '''1 CAS$2@90 '5+39+1
B9D&A:A9 ''') 09AS28 89,20D90
As the data is interpreted "ithin 0/*4 certain ob%ectnaes and -eynaes have to be used. $he follo"ing table
sho"s all ob%ectnaes and -eynaes that ust be set by the gate"ay "hen attaching data e.g. fro an .&0 or
capaign call inforation to a call. Additional ob%ectnaes and -eynaes are used4 but this data is set and read
only fro SAPphone. $he gate"ay should only store and provide the data "hen reGuested.
$hese are the valid ob%ectnaes1
C.C7C:.P;2A0D Containes business ob%ects and structured fields that are displayed in the C.C clipboard
PDCA:: .dentifies a capaign call and contains all relevant data. $he data coes originally fro
0/* and is do"nloaded to the gate"ay "ith the PD!functions =see chapter +.+4 +.3>
B9D&A:A9 Contains unstructured4 siple -ey!value!pairs =not supported in 0/* rel. (.+A>
9ach of these ob%ects has a list of valid -eynaes1
9bectname Deyname (ype o* /alue Description
C.C7C:.P;2A0D 09/2;<$DP9 C6A01' $ype and -ey of a business ob%ect. $he ob%ecttype
ust be -no"n in the 0/* business ob%ect repository.
$he ob%ect-ey ust have the correct structure4
dependent of the ob%ecttype.
2;<B9D C6A07'
09/S$0AC$ C6A0*' /ield of structure and value. Structure nae and
field nae ust be -no"n in the 0/* data dictionary4
the value ust have the correct type and length4
dependent of the structure!field.
09//.9:D C6A0*'
&A:A9 C6A0)++
PDCA:: PD7CA:: C6A01 @ust be available to signal that the call is a
capaign call
2;<$DP9 C6A01' $ype4 -ey and logical syste for a business ob%ect
that is connected to the capaign call. $his could
e.g. be a custoer contact. ;ased on this ob%ect4 the
application that handles the call gets all the
inforation they need =e.g. "hat capaign4 "ho is
called etc>
2;<B9D C6A07'
:2GSDS C6A01'
CA::.D C6A0*' .D that is assigned by the capaign anaging
soft"are to the planned call. $his is not the handle of
the initiated call.
ADD08A@;90 C6A01' Address .D of reote party1 Copany address4
personal address and address type.
P90S8A@;90 C6A01'
ADD07$DP9 C6A01
$9:821 C6A0*' Phone nuber to dial for the capaign call. A phone
nuber here includes a tie "indo" defined by
S$A0$$.@91 C6A03
28
starttie4 endtie and tieLone. $he call can only
be ade in this tie "indo".
98D$.@91 C6A03
$.@9R2891 C6A03
$9:82) C6A0*' 1. alternative phone nuber for the capaign call
S$A0$$.@9) C6A03
98D$.@9) C6A03
$.@9R289) C6A03
$9:82* C6A0*' ). alternative phone nuber for the capaign call
S$A0$$.@9* C6A03
98D$.@9* C6A03
$.@9R289* C6A03
/.8.S69D C6A01 $his flag signals "ether a capaign call is
copleted or not. .t is set by the soft"are anaging
the capaign =the dialer> after a call could be
established successfully4 but the application can
change this flag e.g. if the call ust be repeated
because the "rong person "as on the line =see
chapter +.3 @odifying Planned Calls in the Dialer>.
.t is part of call attached data for inforation
purposes.
PDS$A$9 C6A0* $his field describes is set by the application only and
should %ust be stored by the dialer to allo" statistics.
.t is part of call attached data for inforation
purposes.
CA@PA.G8.D C6A0*' .D of the capaign
S$A0$DA$9 C6A05 Start and enddate of the tie period in "hich the call
should be perfored
98DDA$9 C6A05
B9D&A:A9 All -eynaes are allo"ed
,.$ #rocessing call attached data
Call attached data is stored in the e#ternal telephony soft"are. $o read or odify the data fro 0/*4 the
follo"ing function odules are used.
SPS7G9$CA::.8/2 0eads all call attached data of a single call and returns a list of the structure
described above.
SPS7S9$CA::.8/2 Sets all call attached data of a single call. $he function replaces the e#isting call
attached data "ith the list of data received fro 0/*.
SPS7APP98DCA::.8/2 Adds call attached data to the list. $he function adds the list of data received fro
0/* to the list of e#isting call attached data.
SPS7D9:9$9CA::.8/2 Deletes call attached data fro the list. $he function deletes the data specified in
the iport tables paraeter fro the list of e#isting call attached data.
$hese functions ust be provided by the e#ternal telephony soft"are and are called by 0/*. 9ach of the
functions receives the call handle as iport paraeter4 because call attached data is al"ays related to a single
call. /or the interface of these functions4 please see chapter 9.( /unctions for call attached data .
.n addition to the above entioned functions for actively reading call attached data4 the application
receives the call attached data on an inbound call =SPS789,7CA:: 9.).)4 SPS7,A.$/20CA:: >4
can send call attached data "ith an outbound or consult call =SPS7@AB97CA:: 4 SPS7C28SA:$ >.
2&
6'4'1 P"oce00in2 cll !!che) )! in 4'5A
$he functions described in the chapter above are available fro (.+; on"ards. .n (.+A =and only there> "e have
a different set of functions to e#change call attached data bet"een 0/* and the e#ternal telephony syste.
SPS7C09A$9.8/2 $his function receives the ob%ectnae =the category> and creates an =epty> info!
ob%ect. .t generates and returns the ob%ect instance nuber.
SPS7S9$.8/2 $his function receives the ob%ectnae4 ob%ect instance and -ey!value!pairs and
stores the data in the corresponding info ob%ect.
/or the interface of these functions4 please see chapter 9.( /unctions for call attached data .
.f a telephony gate"ay "ants to support 0/* rel. (.+A and (.+;4 it has to provide all functions. As these functions
are called fro 0/*4 the gate"ay does not have to -no" here "ith "hich version it is dealing as long as it
provides all functions.
3.
7 'oni-o.in: o9 e<-e.n4l 1o7ponen-8
/ro 0/* release (.+; on"ards4 several functions "ill be defined to onitor telephony gate"ays fro "ithin
0/* =upload trace files into 0/*4 report the gate"ay status4 etc.>. $he functions to be defined "ill have to be
ipleented in the gate"ay.
Details are still under investigation. $he interface specification "ill be part of a forthcoing version of this
docuent.
31
) SAPphone /4-4 /e9ini-ion8* 8-.01-0.e8+ -ype8+ 1on8-4n-8
1.1 !tructures
8'1'1 SP78CI9F3
Bey!value!pair for additional inforation about one call.
/ield Data eleent Description
.8/2B9D SP7.8/2B9D Beynae of -ey value pair
&A:A9 SP7.8/2&A: &alue of -ey value pair
8'1'2 SP78CSTAT:
Structure for inforation about connection. $his structure is used to pass inforation about all active calls
connected to one e#tension4 "ith one entry describing one connection.
6A8D:9 SP76A8D:9 Call handle
S$A$9 SP7S$A$9 Status of the call
09@7PA0$D SP7$9:82 0eote party telephone nuber
P$DP9 SP7P$DP9 $ype of reote party
D8.S SP7$9:82 :ocal party telephone nuber
8'1'3 SP73PTI39S
Structure to control the behaviour of SPS789,7CA:: $he structure is highly fle#ible to -eep the interface
stable even if ne" control paraeters are needed. /or use of the option fields4 see function interface description.
2P$.281 SP72P$.28 control paraeter
2P$.28) SP72P$.28 control paraeter
2P$.28* SP72P$.28 control paraeter
2P$.28( SP72P$.28 control paraeter
2P$.28+ SP72P$.28 control paraeter
8'1'4 SP78+I9:S
Structure to e#port a list of e#tensions out of 0/*.
$9:82 SP7$9:82 9#tension assigned to a specific telephony server
8'1'5 SP78I3;<
Bey!value!pair structure for call attached data
B9D8A@9 SP7.2B8A@ Beynae of call attached data
&A:A9 SP7.2B&A: &alues of call attached data
8'1'6 SP78I3C39T
$his structure holds data attached to a specific call.
2;<8A@9 SP7.28A@ 2b%ect
.8S$A8C9 SP7.28A@ .nstance of ob%ect
B9D8A@9 SP7.2B8A@ Bey nae
&A:A9 SP7.2B&A: Bey value
8'1'7 SP78I3,:SC
.nforation ob%ect descriptor
B9D8A@9 SP7.2B8A@ Bey nae
32
&$DP9 SP7.2B&A: $ype of value
8'1'8 SP78P,CA++ =P, cll / li0! en!"y>
$his structure specifies one PD list entry and is used for the list transfer and for the odification of planned calls
in the dialer.
/ield $ype/Data eleent Description
2;<$DP9 S,272;<$DP =C6A0 1'> this triple deterines uneGuivocally the uniGue 0/* -ey
for a planned call =0/*> 2;<B9D S,27$DP9.D =C6A0 7'>
:2GSDS :2GSDS =C6A0 1'>
CA::.D SP7CA::.D =C6A0 *'> uniGue dialer -ey for the corresponding planned call in
the dialer4 please refer to paragraph +.( 0elation bet"een
Planned Calls in 0/* and in the Dialer
ADD08A@;90 AD7ADD08A@
=C6A0 1'>
data of the central address anageent
P90S8A@;90 AD7P90S8A@
=C6A0 1'>
ADD07$DP9 AD7AD0$DP9 =C6A0 1>
$9:821 SP7$9:82 =C6A0 *'> telephone nuber
S$A0$$.@91 SP7S$.@9 =C6A0 3> deterine tie range to call the custoer
=for $9:821> 98D$.@91 SP79$.@9 =C6A0 3>
$.@9R2891 $R8R289 =C6A0 3> necessary for the correct interpretation of S$A0$$.@91
and 98D$.@91
$9:82) SP7$9:82 =C6A0 *'> 1
st
alternative telephone nuber4 optional
=for $9:82)> 98D$.@91 SP79$.@9 =C6A0 3>
$.@9R289) $R8R289 =C6A0 3> necessary for the correct interpretation of S$A0$$.@9)
and 98D$.@9)
$9:82* SP7$9:82 =C6A0 *'> )
nd
alternative telephone nuber4 optional
=for $9:82*> 98D$.@91 SP79$.@9 =C6A0 3>
$.@9R289* $R8R289 =C6A0 3> necessary for the correct interpretation of S$A0$$.@9*
and 98D$.@9*
S$A0$DA$9 SP7SDA$9 =C6A0 5> deterine date range to call the custoer
98DDA$9 SP79DA$9 =C6A0 5>
/.8.S69D C6A01 =C6A0 1> /lag4 values1 PDQ or P8Q4 default1 P8Q
PDCS$A$9 C6A0* =C6A0 *> specifies call status
Annotations1
S$A0$$.@9#4 98D$.@9# and $.@9R289# deterine the tie range fro the custoer or business
point of vie". $he dialer has to convert this according to its o"n tieLone. Default value1 SPAC9F then the
global call center values are used for the fields S$A0$$.@9# and 98D$.@9#.
$he flag /.8.S69D is used to reset a planned call =dialer> to HunfinishedI. 9#aple scenario1 Although the
telephone nuber "as correct4 the "rong person "as reached by the dialer.
$his flag is necessary4 because usually the dialer ar-s a PD list entry as finished as soon as a person has
been reached.
PDCS$A$9 specifies the call status in ore detail. $his field is used by 0/ to store its call status.
.ncopatible change bet"een 0/* release (.+A and (.+;
.n release (.+A the field H/.8.S69DI has the t"o possible values SPAC9 and P?Q. $his has been changed
for the delta echanis in function SPS7@2D./D7PDCA:: in (.+;.
8'1'& SP78P,C7IS =P, cll hi0!o"y>
/ield $ype/Data eleent Description
2;<$DP9 S,272;<$DP =C6A0 1'> this triple deterines uneGuivocally the uniGue 0/* -ey
for a planned call =0/*> 2;<B9D S,27$DP9.D =C6A0 7'>
:2GSDS :2GSDS =C6A0 1'>
827$0.9S 8A@C* =8A@C *> total nuber of tries ade for this PD list entry
33
6,7D.SP SP76,7D.SP =C6A0 1+> hard"are disposition =possible values include1 /A?4
;ASD4 827A8S,904 A8S,907@AC6.894
SACC9SS4 ,028G7PA0$D>
$9:82 SP7$9:82 =C6A0 *'> successful or last attepted telephone nuber that "as
dialed
AG98$78A@9 SP7CCAS90 =C6A0 1+> agent "ho handled the call
CA@PA.G8.D SP7CA9A9 =C6A0 *'> capaign the call is assigned to
CA::7$.@9 SP7C$.@9 =C6A0 3> tie the call "as ade
CA::7DA$9 SP7CDA$9 =C6A0 5> date the call "as ade
D.A:7$.@9 SP7D$.@9 =C6A0 3> tie of the call
/.8.S69D SP7;22:9A8 =C6A0 1> /lag4 values1 PDQ or P8Q4 default1 P8Q
PDCS$A$9 C6A0* =C6A0 *> specifies call status
.ncopatible change bet"een 0/* release (.+A and (.+;
.n release (.+A the field H/.8.S69DI has the t"o possible values SPAC9 and P?Q. $his has been changed
for the delta echanis in function SPS7@2D./D7PDCA:: in (.+;.
1.2 Data elements/Types
SP7.8/2B9DU C6A01+ Call inforation -eynae
SP7.8/2&A:U C6A0*' Call inforation value
SP7.2B8A@U C6A0*) .nforation ob%ect -eynae
SP7.2B&A:U C6A0)++ .nforation ob%ect value
SP7.28A@U C6A0*) .nforation ob%ect nae
SP7.28A@U 8A@C( .nforation ob%ect .nstance
SP7.2&$DP9U C6A01 .nforation ob%ect value type
SP7P$DP9U C6A01 Party type =.K.nternal4 9K9#ternal>
SP7CA9A9U C6A0*' ACD Gueue/capaign
SP709AS28U 8A@) 0eason for inbound call
SP7S$A$9U 8A@) Connection state of call
SP7,0B@2D9U 8A@) Agent "or-ode
SP76A8D:9 C6A0*) Call handle/call!.D/conn.D
SP7$9:82 C6A0*' Directory nuber/e#t
SP7$90@ C6A0*3 .P address of SAPGA.
SP709$C2D9U C6A0( 0eturncode fro 0/C server
SP7SDS0C C6A01' 0eturncode fro telephony syste
SP7.8/21 C6A05' 9rror description
SP7D/:$B9D C6A01' AniGue nuber =out of a nuber group> of a deflect nuber
SP72P$.28 C6A01' Control paraeter for ultiple purposes
SP7;22:9A8 C6A01 /lag =? K on4 true4 space K off4 false>
SP7&A:7++ C6A0++ String for returning nae4 copany etc. of reote party
SP7&90S.28 C6A05 &ersion nuber of SAPphone and e#ternal C$. syste
SP7S90&7.D C6A03 .D of telephony server representing e#ternal C$. syste
SP7CCAS90U C6A01+ Call center agent .D
SP7CCPASSU C6A01' Call center pass"ord
SP7CA::.DU C6A0*' uniGue dialer -ey for a PD list entry
SP7SDA$9U C6A05 Starting date of a PD call4 in forat DDDD@@DD
SP79DA$9U C6A05 9nding date of a PD call4 in forat DDDD@@DD
SP7CDA$9U C6A05 Date the PD call "as ade4 in forat DDDD@@DD
SP7S$.@9U C6A03 Starting tie of a PD call4 in forat 66@@SS
SP79$.@9U C6A03 9nding tie of a PD call4 in forat 66@@SS
SP7C$.@9U C6A03 $ie the PD call "as ade4 in forat 66@@SS
SP7D$.@9U C6A03 :ength of the PD call4 in forat 66@@SS
SP76,7D.SPU C6A01+ 6ard"are disposition =fa#/busy/ans"erach.4..>
SP67CA9A9S SP7CA9A9 $able type referring SP7CA9A9 for a list of Gueuenaes
U Denotes ne" data eleent
34
1.3 Constants
Agent "or-odes
SP67,@709ADD 1
SP67,@782$709ADD )
SP67,@7,20B709ADD *
SP67,@7,20B782$709ADD (
0easons for inbound calls
SP6709AS287.8;2A8D7CA:: 1
SP6709AS287,A.$7CA8C9::9D )
SP6709AS287A:09ADD7,A.$.8G *
SP6709AS287CA::S7A$79?$ (
SP6709AS287AS907D9/.89D +
SP6709AS287PD7CA:: 3
SP6709AS28790020 99
/ollo"7up actions for consult calls
SP67C28SA:$7AS7C28/9098C9 VCV
SP67C28SA:$7AS7$0A8S/90 V$V
SP67C28SA:$7AS7A8B82,8 VAV
Call connection states
SP67CS$A$978A:: '
SP67CS$A$97.8.$.A$9D 1
SP67CS$A$97A:90$.8G )
SP67CS$A$97C2889C$9D *
SP67CS$A$9769:D (
SP67CS$A$97CA9A9D +
SP67CS$A$97/A.:9D 3
SP67CS$A$972//909D 7
Call state party types
SP67P$DP97.8$908A: P.Q
SP67P$DP979?$908A: P9Q
.nforation 2b%ect value types
SP67.2&$DP97C6A0 PCQ
SP67.2&$DP978A@ P8Q
35
9 SAPphone RFC 90n1-ion /e9ini-ion8
$he follo"ing chapter lists the interface definitions of all SAPphone 0/C functions. 9ach function has a list of
valid returncodes for error situations. /or a coplete list of all error codes and guidelines ho" to use the see
chap. 1' 9rror codes.
9ven in case of an error4 all e#port paraeters =if possible> ust be filled. $he values ay be used for user
inforation.
2.1 Call Control *unctions
$he follo"ing functions are called by the 0/* Syste and are ipleented "ithin the e#ternal soft"are.
&'1'1 ?C7G6:RSI39
Purpose1 to e#change the version nubers of SAPphone and the C$. subsyste.
$he C$. subsyste should in every case return its o"n version nuber. $his version nuber is stored in 0/*. .f
the version is not copatibel to SAPphone4 a "arning is displayed to the user. 9very call control function
ipleented in 0/* has a reGuired version. .f the C$. syste has a lo"er version nuber than this reGuired
version4 the function "ill not be e#ecuted.
,ame (ype .omment
)MP9%( /;7&90S.28 SP7&90S.28 0/* SAPphone version
4:P9%( ,S7&90S.28 SP7&90S.28 C$. subsyste version
09$A08C2D9 SP709$C2D9 0eturncode of the C$. subsyste
SDS$9@70C7? SP7SDS0C 0eturncode of the telephonesyste
9007$9?$ SP7.8/21 9rror description
&alid error codes1
''' 8o error
''1 /unction not supported
'') /unction could not be e#ecuted
''+ Syste error
''3 0esources not available
''9 Gate"ay and SAPphone not copatible
&'1'2 ?C7GPARA$S
Purpose1 to e#change paraeters that have to be aintained both in 0/* and in the C$. subsyste.
$he nae4 by "hich the C$. subsyste is identified "ithin SAPphone4 is e#ported to the C$. subsyste. $his
nae ust be returned to SAPphone "hen the beginning or the end of an arriving call is reported using
SPS789,7CA:: or SPS7CA::798D9D4 so the nae should be stored soe"here in the C$. subsyste.
,ame (ype .omment
)MP9%( S90&9078A@9 SP7S90&7.D Server nae as aintained "ithin 0/*
4:P9%( 09$A08C2D9 SP709$C2D9 0eturncode of the C$. subsyste
&alid error codes1
''' 8o error
''+ Syste error
&'1'3 SPS8R:GIST:R
Purpose1 to register an e#tension at a C$. subsyste and thereby a-ing it -no"n to the C$. subsyste.
$his function ust not be ade a prereGuisite to offer C$. to the user.
Another possibility to get a list of all e#tensions4 that are configured "ithin SAPphone and therefore are li-ely to
reGuire C$.4 is to call SPS7G9$7:.89S7P907S90&90.
.f necessary4 0/* can be odified so that SPS709G.S$90 is called every tie a C$. enabled user logs hiself
in 0/*.
36
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
SAPGA.7ADD09SS SP7$90@ .P!Address of terinal
&alid error codes1
''' 8o error
''* Authorisation error
''( Connection error
''+ Syste error
'1' @a#. nuber of registered e#tensions reached
'11 9#tenstion already registered "ith different .P!address
'1) 8et"or- error for .P!address
'13 9#tension is not -no"n
&'1'4 SPS8,:R:GIST:R
Purpose1 to ta-e an e#tension out of the list of e#tensions registered and therefore -no"n to the C$. subsyste.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
&alid error codes1
''' 8o error
''+ Syste error
'1( Deregistration currently not possible due to active call
'1+ Deregistration currently not possible due to user still logged into Gueue
&'1'5 SPS8AG:9T+3GI9
Purpose1 to log a call center agent into a Gueue4 so that he receives calls that are in this Gueue.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
CA9A9 SP7CA9A9 Cueue to log into =blan- K s"itch selected>
,20B@2D9 SP7,0B@2D9 .nitial agent "or-ode ='Knone specified4
see 5.* Constants ! "or- ode constants>
CCAS90 SP7CCAS90 Call center user .D
CCPASS SP7CCPASS Call center pass"ord
&alid error codes1
''' 8o error
37
''+ Syste error
'1* 9#tension is not yet registered
'17 Cueue is un-no"n
'15 Cueue is not available
'19 @a#. nuber of users logged in reached
')' Agents call center user!.D is not valid
')1 Agents call center user!.D is loc-ed
')) Agents call center pass"ord is not valid
')3 ,or-ode is not supported
')7 Agent can teporarily not be set into "or-ode
&'1'6 SPS8AG:9T+3G3UT
Pupose1 to ta-e a call center agetn out of a Gueue4 so that calls in this Gueue no longer get routed to hi.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
CA9A9 SP7CA9A9 Cueue to log out of =blan- K all>
CCAS90 SP7CCAS90 Call center user .D
&alid error codes1
''' 8o error
''+ Syste error
')( :ogging out currently not possible due to active call
&'1'7 SPS8S:TW3R@$3,:
Purpose1 to set the current status of an agent.
$his beside the status of the e#tension =busy4 ready> controls "ether calls in a Gueue are transferred to the agent
or not. 2nly if the e#tension and the agent are both in status ready4 the agent can receive arriving calls.
$here are ( defined "or-odes for ready4 not ready4 "or- ready and "or- not ready =the last t"o can be called
during a phone call and set the "or-ode after the call is finished>. 2ther "or-odes are possible4 e.g. to
provide s"itch specific functions in 0/* =e.g. setting the phone busy / not busy>>. $he values of these "or-odes
ust be counicated bet"een the gate"ay and the application =Custoer .nteraction Center JC.C>. SAPphone
only passes the values.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
,20B@2D9 SP7,0B@2D9 Agent "or- ode =for values1 see 5.*
Constants ! "or- ode constants>
&alid error codes1
''' 8o error
38
''+ Syste error
')* Agent is not logged into a Gueue
&'1'8 SPS8G:TW3R@$3,:
Purpose1 to get the current "or-ode for an e#tension.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
4:P9%( ,20B@2D9 SP7,0B@2D9 Agent "or- ode =for values1 see 5.*
Constants ! "or- ode constants>
&alid error codes1
''' 8o error
''+ Syste error
&'1'& SPS8G:TCA++STAT:
Purpose1 to return a list of all calls currently active for the e#tension =e.g. on hold4 consult etc>.
/or each call inforation about reote party and status is given.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
4:P9%( (A6-4S 9?$CA::S SP67CS$A$9 :ist of active calls and parties at o"n
e#tension
&alid error codes1
''' 8o error
''+ Syste error
&'1'1. SPS8G:TAU:U:S
Purpose1 to return the list of Gueues the user is currently logged into.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
3&
4:P9%( (A6-4S CA9A9S SP67CA9A9 ACD Cueue/Capaign
&alid error codes1
''' 8o error
''+ Syste error
&'1'11 SPS8WAITF3RCA++
Purpose1 to put the user in a "aitode
,hen the user calls this function4 the function should "ait and only return4 "hen one of the follo"ing events
occurs1
1. an incoing call arrives at this e#tension = reason code 1>
). the "aitode is cancelled using SPS7CA8C9:,A.$ = reason code )>
*. there are currently active calls at the e#tenstion = reason code (>
(. there is a user defined reason to return = reason code +>
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
,20B@2D9 SP7,0B@2D9 ,or-ode to set before "aiting for call
='Kno "or-ode change4 for other values1
see 5.* Constants J "or- ode constants>
4:P9%( 6A8D:9 SP76A8D:9 Alerting call
09AS28 SP709AS28 0eason for returning the function =for list
of valid reason codes4 see chapter 5.*
Constants J reason constants>.
4:P9%( (A6-4S 9?$CA::S SP67CS$A$9 :ist of active calls for o"n e#tension
CA::DA$A SP67.2C28$ Call!attached data
&alid error codes1
''' 8o error
''+ Syste error
')5 ,aitode terinated because gate"ay is shut do"n
')9 Agent could not be set to "aitode because agent is already "aiting
&'1'12 SPS8CA9C:+WAIT
Purpose1 to cancel the "aitode
.f this function is called and the specified e#tenstion is in "aitode4 the function SPS7,A.$/20CA::4 that
"as called fro this e#tension4 has to return iediately "ith reason code ) =cancelled>. =2f course the function
SPS7CA8C9:,A.$ also has to return iediately>.
4.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
,20B@2D9 SP7,0B@2D9 ,or-ode to set after cancelling "ait
='Kno "or-ode change4 for other values1
see 5.* Constants ! "or- ode constants>
&alid error codes1
''' 8o error
''+ Syste error
'*' Agent is not in "aitode =cancellation not possible>
&'1'13 SPS8A9SW:R
Purpose1 to connect an arriving call.
$he user calls this function to connect the call as he "ould "hen pic-ing up the receiver.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
6A8D:9 SP76A8D:9 Alerting call .D =;:A8BKlet syste
select call>
4:P9%( A8S76A8D:9 SP76A8D:9 Ans"ered call .D
4:P9%( (A6-4S 9?$CA::S SP67CS$A$9 :ist of all active calls for o"n e#tension
&alid error codes1
''' 8o error
''+ Syste error
''7 .nvalid callstate
''5 8ot authoriLed to access call handle
'*1 Call handle not valid
'*) 8o call available
&'1'14 SPS8,:F+:CT
Purpose1 to transfer an arriving call to another e#tension "ithout having ans"ered the call first.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
D9S$.8A$.28 SP7$9:82 Deflect destination
6A8D:9 SP76A8D:9 Call to deflect =;:A8BKlet syste select
alerting call>
41
&alid error codes1
''' 8o error
''+ Syste error
'** Deflect nuber not valid
&'1'15 SPS8$A@:CA++
Purpose1 to initiate an outbound call
$his function replaces the function 2A$G2.8G7CA:: in forer SAPphone interface versions4 "hich is still
called4 "hen the C$. subsyste has a version nuber *.#.
,ame (ype .omment
)MP9%( 2,8:.89.D SP7$9:82 2"n e#tension
8A@;90 SP7$9:82 8uber to call
4:P9%( 6A8D:9 SP76A8D:9 .nitiated call
8A@;907CA::9D SP7$9:82 8uber called by C$. subsyste
)MP9%( (A6-4S CA::DA$A SP67.2C28$ Call!attached data
$he nuber to be dialed is either in canonical forat =Ecountry =area> nuber> or a dialstring including digits to
get outside lines =depending on the settings "ithin SAPphone>.
$he function returns iediately after the coand to initiate a call is send to the telephone syste. ,hen the
coand could be send successfully4 the function should return "ith returncode V'V and return a valid handle.
,hen the coand could not be send successfully4 the returncode ust be set.
,ether the connection could really be established or not =destination busy4 not ans"ering> does not atter for the
returncode of this function.
&alid error codes1
''' 8o error
''+ Syste error
'*( 8o line available
'*+ Destination is not valid
'*9 ,arning1 Call attached data could not be transferred to ne" call
&'1'16 SPS8C39SU+T
Purpose1 to place a call on hold and initiate a consult call to the destination specified.
42
$he function ust perfor both actions1 place the call identified by 09/76A8D:9 on hold and initiate a ne"
outbound call to D9S$.8A$.28. Also4 the call attached data belonging to the referenced call on hold ust be
copied to the ne" call4 so that the destination receiving the consult call "ill see the call attached data.
89?$7S$9P describes "hat the copletion of the consult is intended to be1 a conference or a transfer. ,hen the
user chooses VC28SA:$V or "hen he gives no inforation at all4 the paraeter is set to A8B82,8. $he
gate"ay ust then decide itself ho" to react.
.f the gate"ay and the s"itch do not need to -no" beforehand "hat the copletion of consult "ill be4 it should
ignore this paraeter. $he user is al"ays free to change his ind and try another action.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
D9S$.8A$.28 SP7$9:82 8uber to call for consultation
09/76A8D:9 SP76A8D:9 0eferenced call to place on hold =blan- K
original call>
89?$7S$9P C6A01 /ollo"!up action after consult
=CKConference4 $K$ransfer4 AKAn-no"n>
4:P9%( 89,76A8D:9 SP76A8D:9 6andle of consultation call
69:D76A8D:9 SP76A8D:9 6andle of original4 no" held call
)MP9%( (A6-4S CA::DA$A SP67.2C28$ Call!attached data =in addition to the data
attached to the referenced call>
&alid error codes1
''' 8o error
''+ Syste error
'*3 Consult1 Active call cannot be put on hold
'*5 Consult1 8e" call cannot be initiated
&'1'17 SPS8;TRA9SF:R
Purpose1 to tranfer a call to a ne" destination "ithout contacting the ne" destination first.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
6A8D:9 SP76A8D:9 Call to transfer
D9S$.8A$.28 SP7$9:82 Destination to transfer call to
4:P9%( (A6-4S 9?$CA::S SP67CS$A$9 :ist of all active calls for o"n e#tension4
after current transfer.
&alid error codes1
''' 8o error
43
''+ Syste error
&'1'18 SPS8TRA9SF:R
Purpose1 to tranfer a call to a ne" destination after contacting this ne" destination
$his function is called e.g. after SPS7C28SA:$4 "hen one call is already on hold and the connection to the ne"
destination is already established. .t copletes the transfer.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
69:D76A8D:9 SP76A8D:9 6eld handle to transfer
D9S$76A8D:9 SP76A8D:9 Active =S> call handle to "hich held call is
transferred to.
4:P9%( (A6-4S 9?$CA::S SP67CS$A$9 .nfo on all open calls for o"n e#tension4
after current transfer.
&alid error codes1
''' 8o error
''+ Syste error
'() Active party is not valid =call cannot be transferred4 conferenced or alternated>
'(* 6eld party is not valid =call cannot be transferred4 conferenced or alternated>
&'1'1& SPS8C39F:R:9C:
Purpose1 to initiate a conference call bet"een at least * parties
$his function is called e.g. after SPS7C28SA:$4 "hen one call =could itself be a conference call> is already on
hold and the connection to the ne" destination is already established. .t initiates the conference.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
69:D76A8D:9 SP76A8D:9 Call to "hich the ne" call is added
D9S$76A8D:9 SP76A8D:9 Call "hich is added to conference
4:P9%( 89,76A8D:9 SP76A8D:9 Conference call
4:P9%( (A6-4S 9?$CA::S SP67CS$A$9 :ist of all open calls at o"n e#tension
&alid error codes1
''' 8o error
44
''+ Syste error
'(' Consult call initiated as transfer4 conference not possible
&'1'2. SPS8A+T:R9AT:
Purpose1 to s"itch bet"een t"o calls4 one on hold4 one active.
$his function is called e.g. after SPS7C28SA:$4 "hen one call is already on hold and another active call is
available.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
AC$.&976A8D:9 SP76A8D:9 Active call to be put on hold
69:D76A8D:9 SP76A8D:9 6eld call to be activated
4:P9%( (A6-4S 9?$CA::S SP67CS$A$9 .nfo on all calls at o"n e#tension
&alid error codes1
''' 8o error
''+ Syste error
&'1'21 SPS8R:C399:CT
Purpose1 to drop an active call and return to a held call.
$his function could e.g. be called after SPS7C28SA:$4 "hen one call is on hold4 another one is active. $his
function has to perfor both actions1 dropping the active call and reconnecting to the held call.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
69:D76A8D:9 SP76A8D:9 6eld call to be reconnected
D02P76A8D:9 SP76A8D:9 Active call to drop
&alid error codes1
''' 8o error
''+ Syste error
45
'*7 0econnect1 6eld call cannot be retrieved fro hold
'(1 8o call available for reconnecting
'(( 0econnect1 Active call cannot be dropped
&'1'22 SPS873+,
Purpose1 to place a call on hold.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
6A8D:9 SP76A8D:9 Active call to be put on hold
&alid error codes1
''' 8o error
''+ Syste error
&'1'23 SPS8U973+,
Purpose1 to release a call fro hold.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
6A8D:9 SP76A8D:9 6eld call to activate
&alid error codes1
''' 8o error
''+ Syste error
&'1'24 SPS8,R3PPARTB
Purpose1 to drop one party out of a conference call
46
$his function is called4 "hen the user "ants to drop one party out of a conference "ith the other parties
reaining in the conference. $he party to drop can be the user hiself or another party4 if the s"itch and the
e#ternal C$. soft"are allo" the dropping of other parties =e.g. "ith call center supervisor rights>.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
6A8D:9 SP76A8D:9 Call fro "hich party is dropped
PA0$D SP7$9:82 Party to drop fro call
&alid error codes1
''' 8o error
''+ Syste error
')+ Party is not connected to call
&'1'25 SPS8,R3PCA++
Purpose1 to drop a call
$his function is used to drop a call bet"een t"o parties.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
6A8D:9 SP76A8D:9 Call to drop
&alid error codes1
''' 8o error
''+ Syste error
&'1'26 SPS8,R3PA++
Purpose1 to drop all calls connected to the e#tension specified.
$his function resebles putting do"n the receiver. .t has the sae effect as a SPS7D02PCA:: on every
connection currently active on the e#tionsion. $he C$. subsyste has to -no" by itself "hat calls to drop. ,hen
one or ore calls could not be dropped4 error code V(+V ust be returned and the paraeter 9?$CA::S ust
contain the calls4 that are still active =and could not be dropped>.
,ame (ype .omment
47
)MP9%( 9?$ SP7$9:82 2"n e#tension
4:P9%( (A6-4S 9?$CA::S SP67CS$A$9 .nfo on all calls for o"n e#tension after
drop. 9pty if dropall "as successful.
&alid error codes1
''' 8o error
''+ Syste error
'(+ 8ot all calls can be dropped
&'1'27 SPS8G:9:RIC
Purpose1 to pass data fro 0/* to the gate"ay for generic purposes
,ame (ype .omment
)MP9%( (A6-4S P0.&A$9DA$A SP67.2;< Bey!value!pairs
8ote1 $his function is not part of the interface version (.''A4 it "ill never be called fro an 0/* rel. (.+A.
&alid error codes1
''' 8o error
''+ Syste error
2.2 Reporting unctions
$he follo"ing functions are ipleented "ithin 0/* and can be called by the e#ternal soft"are.
&'2'1 SPS8G:T8+I9:S8P:R8S:R6:R
A list of all e#tensions that are lin-ed to the server specified is returned. $he inforation coes fro the
SAPphone adinistration tables. Purpose1 $o liit the nuber of surveyed e#tensions to those "ho are using the
SAPphone functionality.
$his function replaces the function odule :.S$7.8C2@.8G7AC$.&97:.89S4 "hich is still supported.
6o"ever4 fro 0el. (.+A on the function SPS7G9$7:.89S7P907S90&90 should be called.
,ame (ype .omment
)MP9%( S90&90 SP7S90&7.D Server!.D as aintained "ithin SAPphone
4:P9%( (A6-4S :.89S SP67:.89S :ist of e#tensions
&'2'2 SPS89:W8CA++
$his function replaces the function odule .8C2@.8G7CA::4 "hich is still supported. 6o"ever4 fro 0el.
(.+A on the function SPS789,7CA:: should be used instead4 if a ne" call J inbound call or outbound PD call
J is to be reported at all =alternatively4 the functions SPS7,A.$/20CA:: or SPS7G9$CA::S$A$9 can be
used by the 0/* syste>.
48
SPS789,7CA:: should only be called to report arriving calls4 "hen the user did not call
SPS7,A.$/20CA:: before =is in "aitode>.
,ame (ype .omment
)MP9%( 09@2$97PA0$D SP7$9:82 0eote party =in case of incoing call1
calling nuber =A8.>4 in case of outgoing
call1 called nuber>
D8.S SP7$9:82 Dialed nuber =e.g. service nuber>
2,879?$98S.28 SP7$9:82 2"n e#tension
S90&9078A@9 SP7S90&7.D 2"n server =.D as aintained "ithin
SAPphone>
2P$.28S SP672P$.28S /lags to control the function. .f first
character of 2P$.281 is set to T?P4 the
function only returnes the found callerdata
"ithout popup.
P02$2C2: SP7;22:9A8 /or internal use only
4:P9%( 8A@9 SP7&A:7++ 8ae of caller
C2@PA8D SP7&A:7++ Copany of caller
C.$D SP7&A:7++ City of caller
C2A8$0D SP7&A:7++ Country of caller
)MP9%( (A6-4S 9?$CA::S SP67CS$A$9
4:.4P()9,S 9002078A@;907D.A:9D $he cobination of o"n e#tension and
server nae is not valid "ithin SAPphone
9002079?P09SS7S98D $he e#press popup to infor the user
could not be sent.
&'2'3 SPS8CA++8:9,:,
.f a call could not be connected4 and if the calling nuber is available and a caller can be identified4 this function
sends a essage to the user. .f no user can be deterined dynaically =if no user is logged on to the receiving
"or-center>4 the user responsible for the "or-center is infored. $he user can s"itch this function off in the user
settings.
$his function replaces the function odule .8C2@.8G7CA::798D9D4 "hich is still supported. 6o"ever
fro 0el. (.+A on4 SPS7CA::798D9D should be called.
,ame (ype .omment
)MP9%( 2,879?$98S.28 SP7$9:82 2"n e#tension
S90&9078A@9 SP7S90&7.D 2"n server
/:AG7C2889C$.28 SP7;22:9A8 Connection bet"een caller and called user
"as established.
09@2$97PA0$D SP7$9:82 0eote party1 phone nuber of caller.
2.3 *unctions concerning predicti(e dialing / po.er dialing
Please also refer to chapter (1 Predictive Dialing / Po"er Dialing.
,ote1 .n release (.+;4 there are incopatible changes to release (.+A.
&'3'1 SPS8P,+ISTTRA9SF:R
Purpose1 $ransfers a PD list to the dialer. $his function is called by 0/* and ipleented in the dialer =see also
paragraph +.+>.
,ame (ype .omment
)MP9%( CA@PA.G8.D SP7CA9A9 capaign to "hich the PD list is assigned4
andatory
CA::;ACB7/C$ 0S*5:!8A@9
=C6A0 *'>
function4 to be called after transferF
optional4 default1 SPAC9F ,ote: still under
investigationS =!M set of defined events4
"hich call this functionW>
4&
$0AC9.D S,$76A8D:9
=8A@C 1)>
needed for protocolling of list transfer
)mport&47port
(A6-4S
PD:.S$ SP67PDCA:: PD list U
SDS$9@70C7? SP7SDS0C 0eturncode of the telephone syste
&alid error codes1
''' 8o error
''+ Syste error
'(3 /unction could not be e#ecuted copletely U
'(7 8o entries could be created
'(5 Capaign .D is un-no"n
'(9 Capaign .D is not available
U .n the case of the error code '(3 =/unction could not be e#ecuted copletely>4 the dialer is e#pected =if
possible> to return the PD:.S$ table "ith all entries. $his can be done either iediately or later =via the
function SPS7PD7S$A$AS>. $he field PDCS$A$9 indicates "hether an entry has been handled correctly or not.
.f no error has occurred4 this field is left blan-4 in case of an error the follo"ing PDCS$A$9s should be set1
PDCS$A$9 Description
C.D Call.D could not be created for this entry =field CA::.D is left blan->
$8/ $elephone 8uber /orat incorrect
$R/ $ie Rone /orat incorrect
DA$ DA$e range e#ceeds date range of the corresponding capaign
AD/ AnDe/ined1 cobination of the above listed errors or any other error
0elease (.+A only1
)MP9%( :.S$.D SP7CA9A9 Not used
$69@9.D SP7CA9A9 Not used
PACBAG9.D C6A0*
=C6A0 *>
Not used
&'3'2 SPS8P,8STATUS
$his function is ipleented in 0/* and is called by the SAPphone interface itself =dialer -eys are passed bac-
to 0/* iediately after list transfer> or by the dialer =dialer -eys passed bac- to 0/* later>. Please also refer to
paragraphs +.( and +.+.

Purpose1
$his function aintains the apping table4 i.e. creates apping relations bet"een the 0/* -ey =triple1
2;<$DP94 2;<B9D4 :2GSDS> for a planned call =0/*> and the dialer -ey =CA::.D> for a planned call
=dialer>.
A corresponding trace entry =protocol> is "ritten =by using $0AC9.D and CA@PA.G8.D>.
,ame (ype .omment
)MP9%( CA@PA.G8.D SP7CA9A9 capaign to "hich the list is assigned4
andatory
$0AC9.D S,$76A8D:9
=8A@C 1)>
needed for protocolling of list transfer4
andatory
)mport (A6-4S PD:.S$ SP67PDCA:: PD listU
U .n the case of errors4 the error type has to be specified in the field PDCS$A$9 for each entry. Please see
annotations to error code '(3 in function SPS7PD:.S$$0A8S/90.
5.
&'3'3 SPS8$3,IFB8P,CA++
Purpose1 @odifies an individual planned call in the dialer. $his function is called by 0/* and ipleented in the
dialer. $he dialer -ey and the coplete structure of a PD list entry is transferred to the dialer. $he dialer is
e#pected to update the corresponding PD list entry .
Delta mec!anism:
$he dialer is e#pected to odify only these fields of the structure PDCA:: "hich are not initial =initial eans
blan- for character fields4 T''''''P for tie fields and T''''''''P for date fields>.
,ame (ype .omment
)MP9%( CA::.D SP7CA::.D uniGue call center -ey for an individual PD
call
)MP9%( &
4:P9%(
PDCA:: SP67PDCA:: Coplete odified PD list entry
&alid error codes1
''' 8o error
''+ Syste error
'(3 /unction could not be e#ecuted copletely U
'+' PD CA::.D is un-no"n
'+1 @odifying not possible4 PD call is in "rong state
U .n the case of error code '(34 the error type has to be specified in the field PDCS$A$9 of the iport / e#port
paraeter PDCA::. Please see annotations to error code '(3 in function SPS7PD:.S$$0A8S/90.
)ncompatible c!anges bet5een %&' release +"2A an$ +"26:
.n release (.+A the "hole structure PDCA:: has to be used for odifying a planned call in the dialer. A
delta echanis is not available. $he dialer is e#pected to odify the planned call in the dialer by using the
coplete structure.
.n (.+A PDCA:: is only an iport paraeter4 not also an e#port paraeter.
&'3'4 SPS8STATCA$PAIG9
Purpose1 0etrieves statistical data fro the dialer. $his function is called by 0/* and ipleented in the dialer.
,ame (ype .omment
)MP9%( CA@PA.G8.D SP7CA9A9 Specifies a capaign4 optional
AG98$78A@9 SP7CCAS90 Specifies an agent4 optional4 default1
SPAC9. ;y specifying an agent the field
CA@PA.G8.D can be left blan- and the
dialer is e#pected to identify the
capaigns this agent is assigned to.
S$A0$DA$9 SP7SDA$9 Specifies date range used for statistics4
optional4 default1 SPAC9 98DDA$9 SP79DA$9
)MP9%( (A6-4S PDS$A$.S$C SP67PDC6.S statistical data list
&alid error codes1
''' 8o error
51
''+ Syste error
'(3 /unction could not be e#ecuted copletely
'+) Agent is un-no"n
&'3'5 Func!ion0 "epo"!in2 P, cll
PD calls are reported to 0/* as inbound calls by the functions1
SPS789,7CA:: =9.).)> and
SPS7,A.$/20CA:: =9.1.11>.
Please also refer to paragraph +.7 0eporting PD calls to 0/*.
&'3'6 Incomp!i(le Chn2e0 (e!%een R/3 "ele0e0 4'5A n) 4'5;1 Summ"y
.n structure SP67PDCA:: the values for the field O/.8.S69DH have changed fro T T and T?P to 8 and D.
.n structure SP67PDC6.S the values for the field O/.8.S69DH have changed fro T T and T?P to 8 and D.
.n function SPS7PD:.S$$0A8S/90 the iport paraeters :.S$.D4 $69@9.D and PACBAG9.D "ere
deleted.
.n function SPS7@2D./D7PDCA:: a delta echanis has been introduced.
/or ore details4 please refer to the descriptions in the corresponding paragraphs.
2.$ *unctions or call attached data rom $.+3 on.ards
/or a detailed description of ho" to use the functions listed in this paragraph4 please refer to the chapter OCall
attached dataH. $he functions described in this chapter are called by 0/* and ust be ipleented in the
telephony gate"ay.
&'4'1 SPS8G:TCA++I9F3
Purpose1 to return inforation about a specific call li-e call attached data and additional call info.
,ame (ype .omment
)MP9%( 9?$ SP7$9:82 2"n e#tension
6A8D:9 SP76A8D:9 .D of call "hose attached data are read
4:P9%( (A6-4S CA::.8/2 SP67C.8/2 Call inforation
CA::.8/2 is a table that contains additional inforation regarding the call. $his inforation is passed in for
of -ey!value!pairs to -eep the interface of this function stable even "hen ne" inforation should be added in the
future. $he follo"ing are valid -eynaes1
Deyname Description (ype o* #alue
DA$9 Date of call C6A05 =DDDD@@DD>
$.@9 $ie of call =starttie> C6A03 =66@@SS>
:2CA:PA0$D :ocal party =o"n e#tension> C6A0*'
C:.D 0eote party =calling nuber in case of incoing
calls>
C6A0*'
D8.S 2riginally dialed nuber in case of incoing calls4
e.g. service nuber
C6A0*'
Data collected by an .&0 is not contained in CA::.8/24 but in CA::DA$A as call attached data.
&alid error codes1
''' 8o error
''+ Syste error
52
&'4'2 SPS8S:TCA++I9F3
Purpose1 to set call attached data for a specific call. $he list of data specified in the interface replaces all e#isting
call attached data of the call.
,ame (ype .omment
)MP9%( 6A8D:9 SP76A8D:9 .D of call "hose attached data are set
(A6-4S CA::DA$A SP67.2C28$ Call!attached data
,hen the function is called4 the tables paraeter CA::DA$A contains the data that should be set. ,hen all
lines could successfully be attached to the call4 the returncode ust be set to V'V. $he tables paraeter then ust
return the coplete ne" list of call attached data. ,hen one or ore lines of the table could not be attached4 the
returncode ust be set to V(3V and the tables paraeter ust return the lines that could not be attached.
&alid error codes1
''' 8o error
''+ Syste error
&'4'3 SPS8APP:9,CA++I9F3
Purpose1 to add data to the list of e#isting call attached data of a specific call
,ame (ype .omment
)MP9%( 6A8D:9 SP76A8D:9 .D of call "hose attached data are added
2nly one ob%ectinstance at a tie can be appended to the list of e#isting call attached data by this function. ,hen
the function is called4 the tables paraeter CA::DA$A contains the data that should be appended. $he
ob%ectinstance nuber is epty. $he gate"ay ust deterine the ne#t nuber based on the ob%ectinstances
already attached to the call. .portant1 call attached data can also be set using SPS7S9$CA::.8/2. .n this
case4 the calling application is responsible for setting the ob%ectinstance nuber. ,hen deterining the ne#t
ob%ectinstance nuber4 the gate"ay ust ta-e all e#isting ob%ectinstances into account. ,hen the ob%ectinstance
could successfully be attached to the call4 the returncode ust be set to V'V. $he tables paraeter then ust return
the coplete ne" list of call attached data. ,hen one or ore lines of the table could not be appended4 the
returncode ust be set to V(3V and the tables paraeter ust return the lines that could not be appended.
&alid error codes1
''' 8o error
''+ Syste error
53
&'4'4 SPS8,:+:T:CA++I9F3
Purpose1 to delete data of the list of e#isting call attached data of a specific call
,ame (ype .omment
)MP9%( 6A8D:9 SP76A8D:9 .D of call "hose attached data are deleted
,hen the function is called4 the tables paraeter CA::DA$A contains the data that should be deleted. ,hen all
lines could successfully be deleted4 the returncode ust be set to V'V. $he tables paraeter then ust return the
coplete ne" list of call attached data. ,hen one or ore lines could not be deleted4 the returncode ust be set
to V(3V and the tables paraeter ust return the lines that could not be deleted.
$o delete all entries belonging to one ob%ect instance4 the ob%ectnae and instance nuber ust be specified. All
other fields =-eynae and value> ust be filled "ith the "ildcard sybol VUV. 9#aple1
$he follo"ing data is attached to the call 1)*(+1
2b%ectnae .nstance Beynae &alue
C.C7C:.P;2A0D '''1 09/2;<$DP9 SCAS$2@90
C.C7C:.P;2A0D '''1 2;<B9D ''''')+3
C.C7C:.P;2A0D ''') 09/2;<$DP9 S/:.G6$
C.C7C:.P;2A0D ''') 2;<B9D :6(57+
$o delete only the ob%ect-ey of the second ob%ectinstance4 SPS7D9:9$9CA::.8/2 "ould be called "ith the
tables paraeter CA::DA$A as follo"s1
C.C7C:.P;2A0D ''') 2;<B9D :6(57+
or
C.C7C:.P;2A0D ''') 2;<B9D U
$o delete the second ob%ectinstance copletely4 SPS7D9:9$9CA::.8/2 "ould be called "ith the tables
paraeter CA::DA$A as follo"s1
C.C7C:.P;2A0D ''') 09/2;<$DP9 S/:.G6$
C.C7C:.P;2A0D ''') 2;<B9D :6(57+
or
C.C7C:.P;2A0D ''') U U
$o delete all clipboard data4 SPS7D9:9$9CA::.8/2 "ould be called "ith the tables paraeter CA::DA$A
loo-ing as follo"s1
C.C7C:.P;2A0D '''1 09/2;<$DP9 SCAS$2@90
C.C7C:.P;2A0D '''1 2;<B9D ''''')+3
C.C7C:.P;2A0D ''') 09/2;<$DP9 S/:.G6$
C.C7C:.P;2A0D ''') 2;<B9D :6(57+
or
C.C7C:.P;2A0D U U U
$o delete all call attached data of a call4 SPS7D9:9$9.8/2 "ould be called "ith the tables paraeter
CA::DA$A loo-ing as follo"s1
U U U U
&alid error codes1
''' 8o error
54
''+ Syste error
2.+ *unctions or call attached data in R/3 rel. $.+"
$hese functions are used for attaching data to a call in rel. (.+A only. $he are ipleented in the telephony
gate"ay and are called by 0/*.
&'5'1 SPS8CR:AT:I9F3
,ame (ype .omment
)MP9%( 6A8D:9 SP76A8D:9 Call that the attached data belongs to
2;<9C$78A@9 SP7.28A@ 8ae of the ob%ect that is to be created
4:P9%( 2;<9C$78A@;90 SP7.28A@ .nstance nuber assigned by C$.
subsyste
)MP9%( (A6-4S .2;<9C$7D9SC SP67.2D9SC :ist of -eynaes and typedescription of
value field
$his function returns a ne" ob%ectinstance nuber for a given ob%ectnae. $his is the only function that returns
that nuber.
&alid error codes1
''' 8o error
''+ Syste error
&'5'2 SPS8S:TI9F3
,ame (ype .omment
)MP9%( 6A8D:9 SP76A8D:9 Call that the attached data belongs to
2;<9C$78A@9 SP7.28A@ 8ae of ob%ect "hose -ey!value!pairs are
set
2;<9C$78A@;90 SP7.28A@ 8uber of ob%ect "hose -ey!value!pairs
are set
)MP9%( (A6-4S .2;<9C$ SP67.2;< :ist of -ey!value!pairs
$his function sets the -ey!value!pairs for an ob%ectinstance. $he instance nuber =2;<9C$78A@;90> ust be
reGuested fro the gate"ay in advance using SPS7C09A$9.8/2.
&alid error codes1
''' 8o error
''+ Syste error
55
56
1, E..o. 1o/e8
$o provide as uch inforation to the user as possible in case of an error situation4 =alost> all of the functions
called by 0/* have * e#port paraeters1 09$A08C2D94 SDS$9@70C7? and 9007$9?$.
09$A08C2D91 $he returncode is used to return an error code generated in the gate"ay. $his chapter contains
a list of valid error codes. Although the returncode is generated in the gate"ay4 the error ay have occurred in
the underlying C$. syste. $o distinguish bet"een errors originated in the gat"ay and errors originated in the
C$. syste4 the returncode has the follo"ing structure1 A???.
A ust be set to the value V'V "hen the error originated in the gate"ay4 or to the value V1V "hen the error
originated in the underlying C$. syste. ??? ust have one of the values defined in this chapter.
SDS$9@70C7?1 $his is the returncode of the underlying C$. syste. .t should provide further inforation in
cobination "ith the C$. syste docuentation.
9007$9?$1 $his 5'!character shortte#t should be set by the gate"ay to provide additional inforation.
$he list of valid error codes can be divided in t"o parts1 specific errors and general errors. $he general error
codes should only be used4 "hen none of the specific error codes applies to the situation. ,henever a general
error code is used4 it is highly recoended to fill SDS$9@70C7? and 9007$9?$ to provide ore specific
inforation to the user.
General error codes
''1 /unction not supported 9ither the gate"ay or the C$. syste does not support the
desired action =e.g. not ipleented>
'') /unction could not be e#ecuted $he function could not be e#ecuted. SDS$9@70C7? and
9007$9?$ should contain further inforation.
''* Authorisation error $here is an authorisation error. SDS$9@70C7? and
9007$9?$ should contain further inforation. $his error
code should only be used4 "hen the situation can be solved
by changing the user or e#tension rights. .f the error cannot
be corrected by configuration4 this error code should not be
used.
''( Connection error Connection to one of the subsystes is not available.
SDS$9@70C7? and 9007$9?$ should contain further
inforation
''+ Syste error General syste error. SDS$9@70C7? and 9007$9?$
should contain further inforation
''3 0esources not available 2ne of the needed resources is not available.
SDS$9@70C7? and 9007$9?$ should contain further
inforation
''7 .nvalid callstate Desired action is not allo"ed on calls in that state =state
inforation is displayed to the user and is ta-en fro the
tables paraeter 9?$CA::S of the particular function>.
''5 8ot authoriLed to access call handle $he call itself is still valid4 but the e#tension is not allo"ed to
perfor any action "ith this call =e.g. no longer connected to
the call>.
Specific error codes
''' 8o error
''9 Gate"ay and SAPphone not copatible
'1' @a#. nuber of registered e#tensions reached
'11 9#tenstion already registered "ith different .P!address
'1) 8et"or- error for .P!address
'1( Deregistration currently not possible due to active call
'1+ Deregistration currently not possible due to user still logged into Gueue
57
'19 @a#. nuber of users logged in reached
')) Agents call center pass"ord is not valid
')( :ogging out currently not possible due to active call
')+ Party is not connected to call
')5 ,aitode terinated because gate"ay is shut do"n
')9 Agent could not be set to "aitode because agent is already "aiting
'*' Agent is not in "aitode =cancellation not possible>
'** Deflect nuber not valid
'*3 Consult1 Active call cannot be put on hold
'*7 0econnect1 6eld call cannot be retrieved fro hold
'*5 Consult1 8e" call cannot be initiated
'(' Consult call initiated as transfer4 conference not possible
'(1 8o call available for reconnecting
'(( 0econnect1 Active call cannot be dropped
'(+ 8ot all calls can be dropped
'(7 8o entries could be created
'+' PD CA::.D is un-no"n
'+1 @odifying not possible4 PD call is in "rong state
'+) Agent is un-no"n
11 'i81ell4neo08
$he $AP. functions supported by SAPphone are listed in the SAPphone server docuentation.
58

SAPPhone RFC Interface

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