sapphone rfc interface.doc

8/10/2019 SAPPhone RFC interface.doc

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SAPphoneTelephony in R/3

Integrating R/3 with YourPhone System -

Interface Description

SAPphone Interface Version 4.A /!.A

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Copyright

Copyright1997 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

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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"' .entralie$ .onnection""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""11

3 INTERFACE TECHNOLO!...............................................................................12

'"1 .onnection /ia SAPp!one %. )nter*ace""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""12

*.1.1 unctions called fro "ithin 0/* activation type for 0C Calls..................................................1*

'"2 .onnection /ia (AP) )nter*ace""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""1+

" TELEPHON! FUNCTIONS..................................................................................1#

+"1 Agent registration an$ login"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""1

+"2 )nboun$ calls""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""1

(.).1 ncoing Calls displaying call inforation...................................................................................1+

+"' .onsult"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""1

+"+ .on*erence"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""13

+" (rans*er""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""17

(.+.1 2ne!step transfer.............................................................................................................................17(.+.) $"o!step transfer.............................................................................................................................17

+"3 Drop .alls""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""18

# PREDICTI$E DIALIN / PO%ER DIALIN........................................................19

"1 De*inition o* (erms""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""19

"2 Arc!itecture"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""19

"' 4lements o* Pre$icti/e Dialing & Po5er Dialing""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""19

"+ %elation bet5een Planne$ .alls in %&' an$ in t!e Dialer""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""20

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" -ist (rans*er""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""20

"3 Mo$i*ying Planne$ .alls in t!e Dialer""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""21

"7 %eporting PD calls to %&'"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""21

"8 Statistics"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""22

"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"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""2

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"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""'05.1.1 SP6C82...................................................................................................................................*'5.1.) SP6CS$A$.................................................................................................................................*'5.1.* SP62P$28S.................................................................................................................................*'5.1.( SP6:8S....................................................................................................................................*'

5.1.+ SP62;


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9.1.1) SPSCA8C:,A$......................................................................................................................*59.1.1* SPSA8S,0...............................................................................................................................*99.1.1( SPSD:C$...............................................................................................................................*99.1.1+ SPS@ABCA::..........................................................................................................................('9.1.13 SPSC28S:$..............................................................................................................................('

9.1.17 SPS;$0A8S0.........................................................................................................................(1

9.1.15 SPS$0A8S0............................................................................................................................()9.1.19 SPSC2808C......................................................................................................................()9.1.)' SPSA:$08A$.........................................................................................................................(*9.1.)1 SPS0C288C$........................................................................................................................(*9.1.)) SPS62:D.....................................................................................................................................((

9.1.)* SPS862:D...............................................................................................................................((9.1.)( SPSD02PPA0$.........................................................................................................................((9.1.)+ SPSD02PCA::...........................................................................................................................(+9.1.)3 SPSD02PA::..............................................................................................................................(+9.1.)7 SPSG80C...............................................................................................................................(3

9"2 %eporting *unctions"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""+3

9.).1 SPSG$:8SP0S0&0.................................................................................................(3

9.).) SPS8,CA::...........................................................................................................................(39.).* SPSCA::8DD......................................................................................................................(7

9"' unctions concerning pre$icti/e $ialing & po5er $ialing"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""+7

9.*.1 SPSPD:S$$0A8S0..............................................................................................................(79.*.) SPSPDS$A$S...........................................................................................................................(5

9.*.* SPS@2DPDCA::...............................................................................................................(99.*.( SPSS$A$CA@PAG8..................................................................................................................(99.*.+ unctions reporting a PD call..........................................................................................................+'9.*.3 ncopatible Changes bet"een 0/* releases (.+A and (.+; Suary........................................+'

9"+ unctions *or call attac!e$ $ata *rom +"6 on5ar$s"""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""0

9.(.1 SPSG$CA::82.....................................................................................................................+'

9.(.) SPSS$CA::82.....................................................................................................................+19.(.* SPSAPP8DCA::82.............................................................................................................+19.(.( SPSD:$CA::82.............................................................................................................+)

9" unctions *or call attac!e$ $ata in %&' rel" +"A""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""""'

9.+.1 SPSC0A$82........................................................................................................................+*9.+.) SPSS$82................................................................................................................................+*

1, ERROR CODES.................................................................................................##

11 'ISCELLANEOUS............................................................................................#&

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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 =A0A> S;SC0;0!?$8S28=e.g. E(9 =3))7> *(!1)*(>

.). .ustoer )nteraction .enter 0/* "or- environent for Call Center Agents

.() .oputer (elephone )ntegration

.() mi$$le5are Soft"are that on the one hand perfors the connections to differents"itches =P;?> and on the other hand understands =via a gate"ay> theSAPphone functionsF can consist of several different coponents.

4press message Popup "indo" that is displayed in a ne" session after the ne#t user action

in the 0/* Syste.

ate5ay Soft"are coponent that aps SAPphone functions and the correspondingfunctions 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

utsi$e line $igit or e#tensions digit that ust be dialed in order to obtain an outside line.

P6 Private 6ranch echange

Phone syste =e#tension phone syste4 telecounications euipent>

P!one *unctionality unctions that can be e#ecuted on the phone4 such as initiating a call4ending 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 $echniue for calling 0C progras on e#ternal coputers =see SAP 0Cdocuentation>.

%. %eote unction .all

$echnology that can be used to call and e#ecute functions or procedures onreote SAP systes or other coputers =see SAP 0C docuentation>.

%. component $he soft"are that fors the foundation for counications via 0C.

SAPp!one %. inter*ace All the interfaces of functions that are either called in the 0/* Syste froe#ternal coputers or are reuired on e#ternal coputers fro 0/* in orderto provide the functionality available in SAPphone.

SAPp!one ser/er A progra provided by SAP that functions as the $AP client and adaptsthe SAPphone 0C interface to $AP.

Ser/ice pro/i$er n connection "ith $AP telephony soft"are that provides the phone

functionality and can be used by a client.

Ser/ice number nifor phone nuber for calls to service functions =e.g. &0!basedinforation services>4 "hich can then be for"arded to individuale#tensions.

Start session $echniue for calling 0C progras on e#ternal coputers= see SAP 0Cdocuentation>.

(AP) (elephony Application Prograing )nterface

nterface defined by @icrosoft for ipleenting phone integrationapplications

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1 In-o0-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 inforationabout the SAPphone interface version (.''A shipped "ith (.+A. Changes bet"een the t"o versions arehighlighted. or a specification of earlier versions of the interface4 please refer to version 1.'' of the currentdocuent .

1.2 R/3 Telephony Interaces

All counication bet"een 0/* applications or the 0/* Custoer nteraction Center =soeties referred to asHront 2fficeI or HCall Center @anageentI> on the one hand4 and e#ternal C$ systes4 Call Centers or pureP;? drivers is via SAPphone4 a telephony service layer "ithin 0/*.

igure 1: SAP supporte$ telep!ony inter*aces

An e#ternal telephony syste =C$4 Call Center4 etc> ay counicate "ith 0/* directly using the SAPphone0C interface =described in this docuent> J see =)> in the picture ! or via the @icrosoft $AP interface =theSAPphone server is shipped "ith the 0/* syste> J see =1> in the picture. A cobination of these t"otechnologies is also possible. 2ther interfaces4 such as $SAP4 are not supported directly by SAP4 but ay beused in connection "ith third party C$ iddle"are.

7

0/* Applications or ront 2ffice =CC>

SAPphone

0C nterface

$AP

Service

Provider

0C

Service

Provider

SAPphone

Server

$AP

$elephony soft"are4 telephone4 P;?4 driver

etc.

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1.3 !"#phone

SAPphone is designed to a-e the telephone an integral part of business processes4 either in connection "ithindividual 0/* applications4 the SAP ;usiness ,or-flo" or the SAP Custoer nteraction Center =CC> in a CallCenter environent. SAPphone supports the follo"ing functions

&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

ntering eos for calls

SAPphone is not intended to perfor the follo"ing functions

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 errorhandling in case of incopatibility4 the SAPphone interface is assigned version nubers. $he version nuberhas the follo"ing structure

A";;C

$he coponents

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/* releasenae. $he SAPphone interface nubers are

0/* release SAPphone interfacenuber

*.1G/6 '"01A

*.1 '"0'A

(.'A/; '"+0A(.+A +"00A

(.+; "00A

$he telephony soft"are connected to SAPphone ust also be assigned a version. $he version nuber ust havethe follo"ing structure

A";;CDDD

$he values A4 ;4 and C should agree "ith the version of SAPphone that "as created for the telephony soft"areor 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&0S28 =see list of SAPphone 0C functionsbelo">.

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2 Ahi-e-0en addition to SAPphone4 phone integration reuires soft"are and hard"are coponents outside the 0/* Syste.

$he architecture describes "hich coponents are reuired4 ho" they are connected "ith each other and ho" theyare distributed =on the "or- center PC4 on a telephony server4 or distributed bet"een both. $he follo"ingalternative architectures are supported

:ocal connection

,ithout centraliLed telephony serverAdditional hard"are and soft"are reuired at "or- center

Client/server connection

,ith centraliLed telephony server

Additional soft"are reuired at "or- center

CentraliLed connection

,ith centraliLed telephony server

8o additional coponents reuired 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/orP;?s are also supported. nstallations that consist of a cobination of the architectures illustrated belo" arealso supported.

2.1 'ocal Connection

n the local connection4 the so!called H"or- center solutionI4 each "or- center PC is connected "ith the phonesyste via hard"are coponents. $he diagra belo" illustrates three possibilities

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 "ays

A> Connection via a P;?;> Direct connection to a ain line

P(P(

R/3Appli4-ion Se5e

SAP RFCGUI

%o6 en-e PC

API

Telephony SWo4

'oe

321

A

Communic!ion

Phy8i4l onne-ion

Wo"# cen!e"

$in line !o

phone ne!%o"#

igure 2: -ocal connection ;' possibilities.

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 isinstalled 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 PC

SAP 0C 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 0C interface =either fro a third!

party vendor or the SAP $AP client>Server

P;?!specific driver

Central telephony soft"are for connecting the individual "or- centers to the driver =via :A8>

P(P(

Cen!"l

Telephony

So*!%"e

Telephony Se5e

R/3Appli4-ion Se5e

SAP RFCGUI

%o6 en-e PC

API

+oc' Telephony SW

,"i-e"

Wo"# cen!e"

igure ': .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 PC

SAP 0C coponent for counicating "ith the 0/* Syste and

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nterface for adapting the local AP to the SAPphone 0C interface =either fro a third!

party vendor or the SAP $AP client> and

:ocal AP coponent

Server

Central AP coponent and

Central telephony soft"are for counicating "ith the P;?

P(P(

Cen!"' API Comp'

Telephony Se5e

R/3Appli4-ion Se5e

Telephony SW

SAP RFCGUI

%o6 en-e PC

+oc' API componen!

,"i-e"

Wo"# cen!e"

igure +: .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 reuire 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 thetelephony server ust be euipped "ith the follo"ing soft"are coponents

Central 0C coponent for counicating "ith the 0/* application server and

nterface for adapting the telephony soft"are to the SAPphone 0C interface =either central SAP $AP

client or progra fro a third!party vendor>

Central telephony soft"are

P(P(

Telephony SW

Telephony Se5e

GUI

%o6 en-e PC,"i-e"

SAP RFC

R/3Appli4-ion Se5e

API

Wo"# cen!e"

igure : Arc!itectures > centralie$ connection

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3 In-e4e Tehnolo:y$his chapter describes ho" the soft"are that controls the phone and/or P;? counicates "ith SAPphone.

$here are t"o possibilities

&ia the SAPphone 0C interface

&ia the $AP standard interface

$he SAPphone 0C interface is the J uniue ! 0/* access point to theSAPphone functionality in 0/*. As a result4 the telephony soft"are canal"ays be connected directly to the SAPphone 0C interface.

nstead of counicating directly "ith the SAPphone 0C interface4 an e#ternal telephony soft"are systeay 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 0C 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 SAPphonevia $AP4 "hile another accesses the 0C interface directly.

$he follo"ing sections e#plain the technology involved4 describe the t"o connection options4 and list thecoponents reuired 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

igure 3: )nter*aces

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$o integrate 0C soft"are in your o"n progras4use the 0C Soft"are Developent Bit for alloperating syste platfors supported by the 0/*Syste. $he 0C SDB is a coponent of theSAPG Bit. or the associated descriptions4

please refer to the follo"ing 0/* online

docuentation4 "hich is available on thePresentation CD

1. 0/* online docuentation on the 0C 0/* !M ;asis !M A;AP/( Developent ,or-bench !M 0eote

Counications !M $he 0C AP oras a ,in6elp file on the Des-top SDB after installing the CD

). 2nline docuentation on the SAP Gate"ay 0/* !M ;asis !M Syste adinistration !M SAP Counications !

Configuration orthe 0ead@e file on the CD.

$o connect the 0/* Syste and the P;? using the SAPphone 0C interface4 the P;?!specific telephonysoft"are ust be adapted to the SAPphone 0C interface. Depending on the architecture involved4 the reuired

connection progra is installed either on the "or- center PC or on the central telephony server. $his connectionprogra is not a SAPphone coponent. t erely converts the telephony soft"are functions and coands intothe SAPphone 0C library and vice versa.

0C technology enables the reote starting and e#ecution of functions J including 0/* A;AP functions andnon!0/* progras ! on reote coputers. 8on!0/* progras a-e use of this technology by calling functionsof a SAP provided 0C library =C4 CEE4 . DC2@ technology is also supported.0C supports the follo"ing connections

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 $CP/P. A generaldescription of 0C functionality can be found in the docuentation H0eote CounicationsI4 Chapter H$he 0C

AP and 0C Prograing in A;AP/(I.

3'1'1 Func!ion0 clle) *"om %i!hin R/3 c!i-!ion !ype *o" RFC Cll0

$o develop progras/functions that are called via 0C fro "ithin 0/*4 the various 0C techniues for starting

the progra ust be ta-en into account

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 0C call. $he call ust have the sae progra D.$his D is stored in the 0/* Syste in connection "ith an 0C destination4 "hich is accessed during the 0C

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 0C call and then terinated.

Progras that are installed on the central telephony server and called fro there should al"ays run inregistration ode ! that eans they are started once4 register "ith the SAP gate"ay4 and "ait for an 0C call.

SAPphone

0/* App 0/* App0/* App

0C Coponents

$elephone Syste

0/C Coponents

$elephony Soft"are

Connection fro telephony

soft"are to SAPphone 0C

interface

0/* Application Server

$elephony Server

=central4 client/server or

"or- center solution>

$elephone Syste

igure 7: .onnection /ia t!e SAPp!one %. inter*ace

13


14/58

Progras that are installed on the "or- center PC should be called in start ode. 2nly one 0C destinationneeds to be defined for all the "or- centers together4 "hich specifies the access path to the 0C progra on the"or- center PC. 6o"ever4 if you "ant to use registration ode here as "ell =for perforance reasons4 fore#aple>4 the progra D ust be uniue for each "or- center. $his eans that a separate 0C destinationust be defined in the 0/* Syste for each "or- center4 and the progra D on the "or- center PC ust be

configurable.

14


15/58

3.2 Connection (ia T"#I Interace

$AP =$elephony AP> is the interface that @icrosoft has defined for telephonyintegration 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. arlier versions of $AP =NK ).'> are not net"or-!capable4 "hicheans a $AP service provider ust be installed on every single des-top PC evenin a client/server architecture =the $AP service provider "ould the counicatevia :A8 "ith a central telephony server>. ,ith $AP version ).14 $AP itself "illperfor counication via the local net"or-.

n addition to the functionality ipleented "ithin 0/*4 SAPphone also includes an e#ternal soft"arecoponent4 the SAPphone server. ,ith this progra4 "hich can be installed either on the central telephonyserver or on the des-top PC4 the SAPphone 0C 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 0C interface to

$AP. $he follo"ing coponents ust be installed outside the 0/* Syste

SAPphone server

$AP

$AP service provider

$he distribution of the coponents for the various architectures is described belo"

-ocal arc!itecture

SAPphone server4 $AP4 and the service provider are installed on the des-top PC.

.lient&ser/er arc!itecture

$he follo"ing coponents ust be installed

$AP Client

Client nterface

$AP

Service Provider nterface =SP>

Service Provider

igure 8: (AP) > Structure

SAPphone

0/* App 0/* App0/* App

$elephone Syste

$ A P

Service Provider "ith

$AP nterface

0C Coponents

0/* Application Server

$elephony Server

=central4 client/server or

"or- center solution>

$elephone Syste

SAPphone Coponents "ith

0C and $AP nterface

igure 9: .onnection /ia t!e (AP) stan$ar$ inter*ace

15


16/58

Des-top

SAPphone server

$AP

f $AP &ersion ).' is used 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 server

Service provider

,ith use of future4 net"or-!capable $AP versions Central $AP

.entral arc!itecture

Central SAPphone server4 $AP4 and the service providerare installed on the telephony server

16


17/58


18/58

Call attached data fro the original call ust be copied autoatically to the consult call by the gate"ay. A8 ofthe consult call ust be the party that initiates the consult call4 not the original caller. f data is attached to theconsult call4 it should be copied bac- to the original call by the gate"ay ="hen copleting conference4 transferor reconnect>. SAPphone does not ta-e over this function.

.allattac!e$

$ata

A ;1 $here is an active call bet"een t"o parties "ith dataattached to the call.

.allattac!e$$ata

A ;1

.allattac!e$$ata

C)

Automatically

copie$ by

gate5ay

; initiates a consult call to C. $he first call is placed onhold. Call attached data are copied autoaticall frothe first to the second call. $he gate"ay is responsiblefor that.

a$$e$

.allattac!e$

$ata

A ;1

.allattac!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$

.allattac!e$

$ata

1A C

Automatically

copie$ bac= by

gate5ay

,hen the call is finally transferred4 the consult call isended and the first call is reactivated. $he added callattached data should then be copied bac- to the firstcall. 2ther"ise they are lost after the transfer.

$.$ Conerence

A conference al"ays include three steps put the active call =that itself can be a conference call> on hold4 contactthe ne" party and then initiate the conference.

A ;1$here is an active call bet"een t"o parties. $he callhas inforation about A8 and D8S and ay havecall attached data.

CA ;1 )Party ; first initiates a consult to C using

SPSC28S:$. $his consult is a ne" call. Dataattached to the original call is attached autoatically tothe ne" call by the gate"ay. $o a-e sure that the ne"party can see the original A8 and D8S4 thisinforation "ill be attached to the original call bySAPphone before initiating the consult.

18


19/58

C

A

;

1

,hen C agrees to participate in the conference4 ;initiates the conference using SPSC2808C.$he original call then has three parties connected to it.All share the sae call attached data. or droppingparties 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 autoaticallyplaces the conference call on hold.

D

CA

;

1

,hen D agrees to participate in the conference4 C usesSPSC2808C to reactivate the conference and

include the ne" party.

$.+ Transer

$here are t"o different "ays to transfer a call a one!step transfer =blind transfer>4 "here the call is transferreddirectly 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 ne0!ep !"n0*e"

A ;1$here is an active call bet"een t"o parties. $he callhas inforation about A8 and D8S and ay have

call attached data.

CA 1,hen party ; initiates a one!step transfer usingSPS;$0A8S04 the call is transferred directly tothe ne" party. Data attached to the call is available tothe ne" party4 because the original call is transferred.

$o a-e sure that the ne" party can see the originalA8 and D8S4 this inforation "ill be attached to the

call by SAPphone prior to transferring the call.

4'5'2 T%o0!ep !"n0*e"

A ;1$here is an active call bet"een t"o parties. $he call

has inforation about A8 and D8S and ay havecall attached data.

CA ;1 )$o transfer the call4 party ; first initiates a consult to Cusing SPSC28S:$. $his consult is a ne" call. Dataattached to the original call is attached autoatically tothe ne" call by the gate"ay. $o a-e sure that the ne"

party can see the original A8 and D8S4 thisinforation "ill be attached to the original call by

SAPphone before initiating the consult.

CA 1,hen the ne" party agrees to ta-e over the call4 ;transfers the call using SPS$0A8S0. C no" seesthe original call.

1&


20/58

$., Drop Calls

$here are three functions to drop callsSPSD02PPA0$ to drop one party out of a conference call

SPSD02PCA:: to drop a call copletely

SPSD02PA:: to drop all calls for one e#tension

SPS?D%PPA%(@is called4 "hen the user "ants to drop one party out of a conference "ith the other partiesreaining in the conference. $he party to drop can be the user hiself or another party4 if the s"itch and thee#ternal C$ soft"are allo" the dropping of other parties =e.g. "ith call center supervisor rights>.

C

D

A

;

$his picture sho"s aconference call bet"een (parties A4 ;4 C4 D

C

D

A

;

A calls SPSD02PPA0$ anddrops hiself fro theconference call.$he parties ;4 C and D reainin the conference.

C

D

A

;

A calls SPSD02PPA0$ anddrops C fro the conferencecall. $he parties A4 ; and Dreain in the conference. $hisis only possible if C$ soft"are

and s"itch allo" it.

SPS?D%P.A--is used to drop a call bet"een t"o parties.

C

D

A

;

$his picture sho"s theconference call bet"een (parties A4 ;4 C4 D

C

D

A

;

A issues a SPSD02PCA::

on the conference call. $hefunction is then intended todrop the call copletely4 sothat none of the parties isconnected to the others anylonger

C

D

A

;

Soe C$ subsystes or

s"itches donQt allo" a singleparty to drop do"n the "holeconference. n this case the callof SPSD02PCA:: "ouldresult in dropping the o"nparty only fro the call4 the

conference "ould continue.

SPS?D%PA--resebles putting do"n the receiver. t has the sae effect as a SPSD02PCA:: on everyconnection currently active on the e#tionsion. $he C$ subsyste has to -no" by itself "hat calls to drop.

2.


21/58

# Pei-i5e Di4lin: / Po;e Di4lin:

+.1 Deinition o Terms

Pre$icti/e $ialing & po5er $ialing $"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 0C destination4 i.e. one gate"ay at atie. ro 0/* release (.+; on4 an e#tension can access t"o different 0C destinations4 i.e. t"o different

gate"ays. $hen one gate"ay =G,1> can handle OnoralH C$ functionality =e.g. reporting incoing calls4transfer 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&0S28 =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 / #oer Dialing

n this paragraph iportant steps and eleents of a PD scenario are described.

n a PD scenariothese steps are perfored

1. Creation of capaign and definition of capaign paraeters such as capaign id =nae>4 start tie4 endtie4 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 thegate"ay function SPSPD:S$$0A8S0 =9.*.1>.

21

0/*

C$

iddle!

"are

Dialer

G,

C$

iddle!

"are

Dialer

0/*

G,1 G,)


22/58

*. Start of capaign =i.e. of outbound dialing by the dialer> as soon as the start date and tie have beenreached.

(. stablishent of PD calls by the dialer and transfer to free agents via the gate"ay functionsSPS8,CA:: =9.).)> or SPS,A$20CA:: =9.1.11>.

+. pdating of planned calls in the dialer 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>. pdating and odifying is perfored via the

gate"ay functions SPSPD:S$$0A8S0 =9.*.1> and SPS@2DPDCA:: =9.*.*>=please also referto 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 hasbeen reached.

,hile the capaign is running- further PD lists can be do"nloaded into this capaign and- planned calls that have been do"nloaded already4 can be odified.

+.$ Relation &eteen #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 thebasis of a virtual odel. $his odel sho"s ho" the functions "or- together and "hat the function paraetersean. Please note that this virtual odel does not propose a specific dialer design.

#irtual mo$el:ach planned call in 0/*4 "hich has been do"nloaded to the dialer4 corresponds to e#actly oneplanned call in the dialer. A planned call =0/*> has a uniue 0/* -ey and also each planned call in the dialer has a

uniue -ey4 "hich "ill be called Odialer -eyH in this interface description. SAPphone aintains a apping tablefor both uniue -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

SPSPD:S$$0A8S0 =9.*.1>. ach PD list entry consists of inforation on the planned call =telephonenuber=s>4 calling tie4 date4 tieLone4 etc.>4 the uniue 0/* -ey and a field for the uniue dialer -ey =field

OCA::DH4 see structure SP6PDCA::45.1.5>. f a corresponding planned call e#ists in the dialer4 i.e. if theplanned call has been do"nloaded before4 SAPphone "ill fill the dialer -ey field by using the apping table.

22

Dialer

uniue $ialer =ey

.A--)D

uniue $ialer =ey

.A--)D

uniue $ialer =ey:

.A--)D

.AMPA))D: BSales1C

do"nload of thePD list intocapaign OSales1H

2;


23/58

2n list transfer the dialer is e#pected to chec- the field for the uniue dialer -ey of each PD list entry. $hefollo"ing t"o cases have to be distinguished

- or PD list entries "ith an epty dialer -ey field4 the dialer has to create a ne" planned call =dialer> "ith a

ne" uniue dialer -ey.

- f the dialer -ey field is filled4 the dialer has to update the corresponding planned call =dialer> according tothe attributes of the PD list entry.

As a conseuence of this procedure4 each planned call =0/*> corresponds e#actly to one planned call =dialer> and

each planned call =dialer> has a uniue dialer -ey.

$o enable SAPphone to aintain the apping table4 at soe point the dialer has to pass the dialer -eys bac- to0/*. Again t"o cases have to be distinguished

- ither $he dialer -eys are passed bac- to 0/* iediately4 that eans on return of the functionSPSPD:S$$0A8S0 =please note4 that the PD list is transferred via a $A;:S paraeter4 "hich can

be used in both directions iport and e#port>.

- 2r $he dialer -eys are passed bac- to 0/* later4 "hich ay be preferable e.g. for perforance reasons.$hen the dialer has to call the SAPphone 0C 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 funtionSPSPD:S$$0A8S0 =9.*.1> =several planned calls at the sae tie> or via the gate"ay functionSPS@2DPDCA:: =9.*.*> =a single planned call>. n both cases SAPphone deterines the uniue dialer

-ey of a planned call =dialer> via the apping table and transfers this -ey to the dialer. $he dialer is e#pected toodify 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 SPS8,CA:: =9.).)>or SPS,A$20CA:: =9.1.11> =please also refer to paragraph(.).1 ncoing Calls displaying call

inforation>. n addition4 the attributes of a planned call =dialer> are transferred as call attached data =chapter 3>4see follo"ing picture

6JAM4 )S(" 4@AM4 #A-E4

PDCA:: '1 PDCA:: ust be the 1stentryF no value has to be specified

PDCA:: '1 2;

table OCA::DA$AH of functions SPS8,CA:: and SPS,A$20CA::

23


24/58

$he follo"ing diagra sho"s an e#aple for reporting =via function SPS8,CA::> and processing of a PDcall. Dependent on the call center solution4 there ay be differences at several points.

1>

each agent possesses a defined "or- ode)> alternatively a tas- could be started =e.g. by using a corresponding business ob%ect>

8ote f agents have to register and / or log on to the C$ iddle"are4 they can use the gate"ay functionsSPS0GS$0 =9.1.*>and SPSAG8$:2G8 =9.1.+> =please also refer to paragraph (.1>.

+. !tatistics

0/* can retrieve statistical inforation either for a "hole capaign or for an individual agent by using thegate"ay function SPSS$A$CA@PAG8 =9.*.(>.

+. In&ound call &eore #D call

Scenario 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 distinguished

$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"erdialer initiates PD call

stablishing of aPD callKM deterination of

a free agent1> 0ing

Passes agents e#tension4 call handle and

call attached data to SAPphone

Deterines correspond.

des-top and passescall attached data

Displays call attached

data)>

Agents accepts call

Call and "or- finished

=agent processes call...>

Sets agents "or- ode to 82$0AD

Changing of agents "or- ode

Changing of agents "or- ode

Sets agents "or- ode bac- to 0AD

Connection

established

Connectionreoved


25/58

& C4ll 4--4he 4-4

,.1 #urpose

,hen tal-ing about call attached data "e are not tal-ing about call handle or telephone nubers. Call attacheddata 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 "ays

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 directions

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 calls

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 reuest =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 tostore call attached data

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 coponentproviding the call control functionality ust be the sae that provides call attached data4 but it doesnQtnecessarily 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 thearchitecture of a call center4 "ith focus on "here call attached data is stored and "ho provides this data to

SAPphone. $he bo# TCall Center 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 "ays

&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 toinitiate 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" andfunction call direction concerning call attached data

25


26/58

6'2'1 ,! in cll cen!e" 0inle 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 IR 0inle cce000/* 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" no IR

0/* in connection "ith call center soft"are. 8o &0is involved. Counication ta-es place bet"een 0/*

and the call center. Call attached data stored in callcenter. Call attached data collected during the call"ithin 0/* or "ithin the call center soft"are can betransferred to another agent or an outbound call canbe accopanied by call attached data collectedpreviously to the call.

%&'%&'

.all .enter.all .enter

.all.all

attac!e$attac!e$

$ata$ata

26


27/58

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 andcall 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. &0collects data

Call and attached data aretransferred 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 attacheddata

Agent copletes call transfer to

ne" agent

,hen call is finished4 ne" agenthangs up

,.3 Data !tructure

Call attached data is transported as a table4 but the data is organised in a tree!li-e structure. $he inforation itselfis contained in -ey!value!pairs. @ultiple -ey!value!pairs4 preferably those that are needed to identify onebusiness ob%ect4 can be put together to an ob%ect instance e.g. if there is ore then one -ey field. @ultiple ob%ectinstances belong to one ob%ect =for ore detail see chapter5.1.3 SP62C28$>. $he ob%ect is used tocategoriLe inforation.

$he follo"ing e#aple should e#plain the structure of call attached data

Call attached data as tree structure...

Object Instance Key Value

Call

CCC:P;2A0D

'''1

2;


28/58

0AS28 8,20D0

....and its representation in the table

2b%ectnae 2b%ectinstance Beynae &alue

CCC:P;2A0D '''1 2;

B&A: Contains unstructured4 siple -ey!value!pairs =not supported in 0/* rel. (.+A>

ach of these ob%ects has a list of valid -eynaes

bectname eyname (ype o* /alue Description

CCC:P;2A0D 02;


29/58

starttie4 endtie and tieLone. $he call can only

be ade in this tie "indo".

8D$@1 C6A03

$@R281 C6A03

$:82) C6A0*' 1. alternative phone nuber for the capaign call

S$A0$$@) C6A03

8D$@) C6A03

$@R28) C6A03

$:82* C6A0*' ). alternative phone nuber for the capaign call

S$A0$$@* C6A03

8D$@* C6A03

$@R28* C6A03

8S6D C6A01 $his flag signals "ether a capaign call iscopleted or not. t is set by the soft"are anaging

the capaign =the dialer> after a call could beestablished successfully4 but the application canchange this flag e.g. if the call ust be repeatedbecause the "rong person "as on the line =seechapter+.3 @odifying Planned Calls in the Dialer>.t is part of call attached data for inforation

purposes.

PDS$A$ C6A0* $his field describes is set by the application only andshould %ust be stored by the dialer to allo" statistics.t is part of call attached data for inforation

purposes.

CA@PAG8D C6A0*' D of the capaign

S$A0$DA$ C6A05 Start and enddate of the tie period in "hich the call

should be perfored8DDA$ C6A05

B&A: 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 thefollo"ing function odules are used.

SPSG$CA::82 0eads all call attached data of a single call and returns a list of the structuredescribed above.

SPSS$CA::82 Sets all call attached data of a single call. $he function replaces the e#isting callattached data "ith the list of data received fro 0/*.

SPSAPP8DCA::82 Adds call attached data to the list. $he function adds the list of data received fro0/* to the list of e#isting call attached data.

SPSD:$CA::82 Deletes call attached data fro the list. $he function deletes the data specified inthe 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/*. ach of thefunctions receives the call handle as iport paraeter4 because call attached data is al"ays related to a singlecall. 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 =SPS8,CA::9.).)4SPS,A$20CA:: >4

can send call attached data "ith an outbound or consult call =SPS@ABCA::4SPSC28S:$>.

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) SAPphone 4-4 eini-ion8* 8-0-0e8+ -ype8+ on8-4n-8

.1 !tructures

8'1'1 SPCI9F

Bey!value!pair for additional inforation about one call.

ield Data eleent Description

82B SP82B Beynae of -ey value pair

&A: SP82&A: &alue of -ey value pair

8'1'2 SPCSTAT:

Structure for inforation about connection. $his structure is used to pass inforation about all active callsconnected to one e#tension4 "ith one entry describing one connection.


6A8D: SP6A8D: Call handle

S$A$ SPS$A$ Status of the call

0@PA0$ SP$:82 0eote party telephone nuber

P$P SPP$P $ype of reote party

D8S SP$:82 :ocal party telephone nuber

8'1'3 SPPTI9S

Structure to control the behaviour of SPS8,CA:: $he structure is highly fle#ible to -eep the interfacestable even if ne" control paraeters are needed. or use of the option fields4 see function interface description.


2P$281 SP2P$28 control paraeter

2P$28) SP2P$28 control paraeter

2P$28* SP2P$28 control paraeter 2P$28( SP2P$28 control paraeter

2P$28+ SP2P$28 control paraeter

8'1'4 SP+I9:S

Structure to e#port a list of e#tensions out of 0/*.


$:82 SP$:82 #tension assigned to a specific telephony server

8'1'5 SPI;

ADD0$P ADAD0$P =C6A0 1>

$:821 SP$:82 =C6A0 *'> telephone nuber

S$A0$$@1 SPS$@ =C6A0 3> deterine tie range to call the custoer =for $:821>8D$@1 SP$@ =C6A0 3>

$@R281 $R8R28 =C6A0 3> necessary for the correct interpretation of S$A0$$@1and 8D$@1

$:82) SP$:82 =C6A0 *'> 1stalternative telephone nuber4 optional

S$A0$$@1 SPS$@ =C6A0 3> deterine tie range to call the custoer =for $:82)>8D$@1 SP$@ =C6A0 3>

$@R28) $R8R28 =C6A0 3> necessary for the correct interpretation of S$A0$$@)

and 8D$@)

$:82* SP$:82 =C6A0 *'> )ndalternative telephone nuber4 optional

S$A0$$@1 SPS$@ =C6A0 3> deterine tie range to call the custoer

=for $:82*>8D$@1 SP$@ =C6A0 3>

$@R28* $R8R28 =C6A0 3> necessary for the correct interpretation of S$A0$$@*and 8D$@*

S$A0$DA$ SPSDA$ =C6A0 5> deterine date range to call the custoer

8DDA$ SPDA$ =C6A0 5>

8S6D C6A01 =C6A0 1> lag4 values Q or 8Q4 default 8Q

PDCS$A$ C6A0* =C6A0 *> specifies call status

Annotations

S$A0$$@#4 8D$@# and $@R28# 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 value SPACF then the

global call center values are used for the fields S$A0$$@# and 8D$@#.

$he flag 8S6D is used to reset a planned call =dialer> to HunfinishedI. #aple scenario 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$A$ 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 H8S6DI has the t"o possible values SPAC and ?Q. $his has been changed

for the delta echanis in function SPS@2DPDCA:: in (.+;.

8'1'& SPP,CIS =P, cll hi0!o"y>

ield $ype/Data eleent Description

2;:2GSS :2GSS =C6A0 1'>

82$0S 8@C* =8@C *> total nuber of tries ade for this PD list entry

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.3 Constants

Agent "or-odes

SP6,@0AD 1

SP6,@82$0AD )SP6,@,20B0AD *

SP6,@,20B82$0AD (

0easons for inbound calls

SP60AS288;28DCA:: 1SP60AS28,A$CA8C::D )SP60AS28A:0AD,A$8G *SP60AS28CA::SA$?$ (SP60AS28S0D8D +SP60AS28PDCA:: 3

SP60AS280020 99

ollo"up actions for consult calls

SP6C28S:$ASC2808C VCVSP6C28S:$AS$0A8S0 V$V

SP6C28S:$AS8B82,8 VV

Call connection states

SP6CS$A$8:: 'SP6CS$A$8$A$D 1

SP6CS$A$A:0$8G )SP6CS$A$C288C$D *SP6CS$A$6:D (SP6CS$A$D +SP6CS$A$A:D 3SP6CS$A$20D 7

Call state party types

SP6P$P8$08A: QSP6P$P?$08A: Q

nforation 2b%ect value types

SP62&$PC6A0 CQSP62&$P8@ 8Q

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9 SAPphone RFC 0n-ion eini-ion8$he follo"ing chapter lists the interface definitions of all SAPphone 0C functions. ach function has a list of

valid returncodes for error situations. or a coplete list of all error codes and guidelines ho" to use the seechap. 1'rror codes.ven in case of an error4 all e#port paraeters =if possible> ust be filled. $he values ay be used for userinforation.

.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 ?CG:RSI9

Purpose 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/*. fthe version is not copatibel to SAPphone4 a "arning is displayed to the user. very call control function

ipleented in 0/* has a reuired version. f the C$ syste has a lo"er version nuber than this reuiredversion4 the function "ill not be e#ecuted.

ame (ype .omment)MP%( ;&0S28 SP&0S28 0/* SAPphone version

4P%( ,S&0S28 SP&0S28 C$ subsyste version

0$08C2D SP0$C2D 0eturncode of the C$ subsyste

SS$@0C? SPSS0C 0eturncode of the telephonesyste

00$?$ SP821 rror description

&alid error codes''' 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 ?CGPARA$S

Purpose 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. $hisnae ust be returned to SAPphone "hen the beginning or the end of an arriving call is reported usingSPS8,CA:: or SPSCA::8DD4 so the nae should be stored soe"here in the C$ subsyste.

ame (ype .omment

)MP%( S0&08A@ SPS0&D Server nae as aintained "ithin 0/*

4P%( 0$08C2D SP0$C2D 0eturncode of the C$ subsyste


&alid error codes''' 8o error ''1 unction not supported

'') unction could not be e#ecuted''+ Syste error ''3 0esources not available

&'1'3 SPSR:GIST:R

Purpose to register an e#tension at a C$ subsyste and thereby a-ing it -no"n to the C$ subsyste.$his function ust not be ade a prereuisite to offer C$ to the user.Another possibility to get a list of all e#tensions4 that are configured "ithin SAPphone and therefore are li-ely toreuire C$4 is to call SPSG$:8SP0S0&0.f necessary4 0/* can be odified so that SPS0GS$0 is called every tie a C$ enabled user logs hiselfin 0/*.

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ame (ype .omment

)MP%( ?$ SP$:82 2"n e#tension

SAPGADD0SS SP$0@ P!Address of terinal





'') unction could not be e#ecuted''* Authorisation error''( Connection error ''+ Syste error ''3 0esources not available'1' @a#. nuber of registered e#tensions reached

'11 #tenstion already registered "ith different P!address'1) 8et"or- error for P!address'13 #tension is not -no"n

&'1'4 SPS,:R:GIST:R

Purpose 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






'') unction could not be e#ecuted''* Authorisation error''( Connection error

''+ Syste error ''3 0esources not available'1( Deregistration currently not possible due to active call'1+ Deregistration currently not possible due to user still logged into ueue'13 #tension is not -no"n

&'1'5 SPSAG:9T+GI9

Purpose to log a call center agent into a ueue4 so that he receives calls that are in this ueue.ame (ype .omment

)MP%( ?$ SP$:82 2"n e#tension SP ueue to log into =blan- K s"itch selected>

,20B@2D SP,0B@2D nitial agent "or-ode ='Knone specified4see5.* Constants! "or- ode constants>

CCS0 SPCCS0 Call center user D

CCPASS SPCCPASS Call center pass"ord





''1 unction not supported'') unction could not be e#ecuted''* Authorisation error''( Connection error

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''+ Syste error ''3 0esources not available'1* #tension is not yet registered'13 #tension is not -no"n'17 ueue is un-no"n

'15 ueue 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 SPSAG:9T+GUT

Pupose to ta-e a call center agetn out of a ueue4 so that calls in this ueue no longer get routed to hi.

ame (ype .omment


SP ueue to log out of =blan- K all>

CCS0 SPCCS0 Call center user D4P%( 0$08C2D SP0$C2D 0eturncode of the C$ subsyste



&alid error codes''' 8o error ''1 unction not supported'') unction could not be e#ecuted

''* Authorisation error''( Connection error ''+ Syste error ''3 0esources not available

'1* #tension is not yet registered'13 #tension is not -no"n

'17 ueue is un-no"n'15 ueue is not available')' Agents call center user!D is not valid')1 Agents call center user!D is loc-ed')( :ogging out currently not possible due to active call

&'1'7 SPSS:TWR@$,:

Purpose to set the current status of an agent.$his beside the status of the e#tension =busy4 ready> controls "ether calls in a ueue are transferred to the agentor not. 2nly if the e#tension and the agent are both in status ready4 the agent can receive arriving calls.$here are ( defined "or-odes for ready4 not ready4 "or- ready and "or- not ready =the last t"o can be calledduring 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-odesust be counicated bet"een the gate"ay and the application =Custoer nteraction Center JCC>. SAPphoneonly passes the values.

ame (ype .omment


,20B@2D SP,0B@2D Agent "or- ode =for values see5.*Constants ! "or- ode constants>





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4P%( (A6-4S S SP6 ACD ueue/Capaign


''1 unction not supported'') unction could not be e#ecuted''* Authorisation error''( Connection error ''+ Syste error ''3 0esources not available'1* #tension is not yet registered

'13 #tension is not -no"n')* Agent is not logged into a ueue

&'1'11 SPSWAITFRCA++

Purpose 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 eventsoccurs1. an incoing call arrives at this e#tension =reason code 1>

). the "aitode is cancelled using SPSCA8C:,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


,20B@2D SP,0B@2D ,or-ode to set before "aiting for call

='Kno "or-ode change4 for other valuessee5.* ConstantsJ "or- ode constants>

4P%( 6A8D: SP6A8D: Alerting call

0AS28 SP0AS28 0eason for returning the function =for list

of valid reason codes4 see chapter 5.*ConstantsJ reason constants>.




4P%( (A6-4S ?$CA::S SP6CS$A$ :ist of active calls for o"n e#tension

CA::DA$A SP62C28$ Call!attached data


'') unction could not be e#ecuted

''* Authorisation error''( Connection error ''+ Syste error ''3 0esources not available'1* #tension is not yet registered

'13 #tension is not -no"n')3 ,or-ode is not supported')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 SPSCA9C:+WAIT

Purpose to cancel the "aitodef this function is called and the specified e#tenstion is in "aitode4 the function SPS,A$20CA::4 that"as called fro this e#tension4 has to return iediately "ith reason code ) =cancelled>. =2f course the functionSPSCA8C:,A$ also has to return iediately>.

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ame (ype .omment


,20B@2D SP,0B@2D ,or-ode to set after cancelling "ait

='Kno "or-ode change4 for other valuessee5.* Constants! "or- ode constants>


SS$@0C? SPSS0C 0eturncode of the telephonesyste00$?$ SP821 rror description

&alid error codes

''' 8o error ''1 unction not supported'') unction could not be e#ecuted''* Authorisation error''( Connection error ''+ Syste error

''3 0esources not available'1* #tension is not yet registered'13 #tension is not -no"n

'*' Agent is not in "aitode =cancellation not possible>

&'1'13 SPSA9SW:R

Purpose 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


6A8D: SP6A8D: Alerting call D =;:A8BKlet systeselect call>

4P%( A8S6A8D: SP6A8D: Ans"ered call D



00$?$ SP821 rror description4P%( (A6-4S ?$CA::S SP6CS$A$ :ist of all active calls for o"n e#tension


''* Authorisation error''( Connection error ''+ Syste error ''3 0esources not available''7 nvalid callstate''5 8ot authoriLed to access call handle

'1* #tension is not yet registered'13 #tension is not -no"n'*1 Call handle not valid'*) 8o call available

&'1'14 SPS,:F+:CT

Purpose to transfer an arriving call to another e#tension "ithout having ans"ered the call first.ame (ype .omment


DS$8A$28 SP$:82 Deflect destination

6A8D: SP6A8D: Call to deflect =;:A8BKlet syste selectalerting call>

4P%( 0$08C2D SP0$C2D 0eturncode of the C$ subsysteSS$@0C? SPSS0C 0eturncode of the telephonesyste


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&alid error codes

''' 8o error ''1 unction not supported'') unction could not be e#ecuted

''* Authorisation error''( Connection error ''+ Syste error

''3 0esources not available''7 nvalid callstate''5 8ot authoriLed to access call handle'1* #tension is not yet registered'13 #tension is not -no"n'*1 Call handle not valid

'*) 8o call available'** Deflect nuber not valid

&'1'15 SPS$A@:CA++

Purpose to initiate an outbound call$his function replaces the function 2$G28GCA:: in forer SAPphone interface versions4 "hich is still

called4 "hen the C$ subsyste has a version nuber *.#.ame (ype .omment

)MP%( 2,8:8D SP$:82 2"n e#tension

8@;0 SP$:82 8uber to call

4P%( 6A8D: SP6A8D: nitiated call

8@;0CA::D SP$:82 8uber called by C$ subsyste





)MP%( (A6-4S CA::DA$A SP62C28$ 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 thecoand 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 thereturncode of this function.


'') unction could not be e#ecuted''* Authorisation error

''( Connection error ''+ Syste error ''3 0esources not available''7 nvalid callstate''5 8ot authoriLed to access call handle'1* #tension is not yet registered

'13 #tension is not -no"n'*( 8o line available'*+ Destination is not valid'*9 ,arning Call attached data could not be transferred to ne" call

&'1'16 SPSC9SU+T

Purpose to place a call on hold and initiate a consult call to the destination specified.

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''* Authorisation error''( Connection error ''+ Syste error ''3 0esources not available''7 nvalid callstate

''5 8ot authoriLed to access call handle

'1* #tension is not yet registered'13 #tension is not -no"n'*1 Call handle not valid'*+ Destination is not valid

&'1'18 SPSTRA9SF:R

Purpose to tranfer a call to a ne" destination after contacting this ne" destination$his function is called e.g. after SPSC28S:$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


6:D6A8D: SP6A8D: 6eld handle to transfer

DS$6A8D: SP6A8D: Active => call handle to "hich held call istransferred to.




4P%( (A6-4S ?$CA::S SP6CS$A$ nfo on all open calls for o"n e#tension4after current transfer.

&alid error codes''' 8o error ''1 unction not supported'') unction could not be e#ecuted''* Authorisation error

''( Connection error ''+ Syste error ''3 0esources not available''7 nvalid callstate''5 8ot authoriLed to access call handle'1* #tension is not yet registered'13 #tension is not -no"n

'() 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& SPSC9F:R:9C:

Purpose to initiate a conference call bet"een at least * parties

$his function is called e.g. after SPSC28S:$4 "hen one call =could itself be a conference call> is already onhold and the connection to the ne" destination is already established. t initiates the conference.ame (ype .omment


6:D6A8D: SP6A8D: Call to "hich the ne" call is added

DS$6A8D: SP6A8D: Call "hich is added to conference

4P%( 8,6A8D: SP6A8D: Conference call




4P%( (A6-4S ?$CA::S SP6CS$A$ :ist of all open calls at o"n e#tension

&alid error codes


''* Authorisation error

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''( Connection error ''+ Syste error ''3 0esources not available''7 nvalid callstate''5 8ot authoriLed to access call handle

'1* #tension is not yet registered

'13 #tension is not -no"n'(' Consult call initiated as transfer4 conference not possible'() Active party is not valid =call cannot be transferred4 conferenced or alternated>'(* 6eld party is not valid =call cannot be transferred4 conferenced or alternated>

&'1'2. SPSA+T:R9AT:

Purpose to s"itch bet"een t"o calls4 one on hold4 one active.$his function is called e.g. after SPSC28S:$4 "hen one call is already on hold and another active call isavailable.

ame (ype .omment


AC$&6A8D: SP6A8D: Active call to be put on hold

6:D6A8D: SP6A8D: 6eld call to be activated4P%( 0$08C2D SP0$C2D 0eturncode of the C$ subsyste



4P%( (A6-4S ?$CA::S SP6CS$A$ nfo on all calls at o"n e#tension


''1 unction not supported'') unction could not be e#ecuted''* Authorisation error''( Connection error ''+ Syste error

''3 0esources not available''7 nvalid callstate''5 8ot authoriLed to access call handle'1* #tension is not yet registered'13 #tension is not -no"n'() Active party is not valid =call cannot be transferred4 conferenced or alternated>'(* 6eld party is not valid =call cannot be transferred4 conferenced or alternated>

&'1'21 SPSR:C99:CT

Purpose to drop an active call and return to a held call.$his function could e.g. be called after SPSC28S:$4 "hen one call is on hold4 another one is active. $hisfunction has to perfor both actions dropping the active call and reconnecting to the held call.

ame (ype .omment)MP%( ?$ SP$:82 2"n e#tension

6:D6A8D: SP6A8D: 6eld call to be reconnected

D02P6A8D: SP6A8D: Active call to drop





&alid error codes


''* Authorisation error''( Connection error ''+ Syste error

''3 0esources not available

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''7 nvalid callstate''5 8ot authoriLed to access call handle'1* #tension is not yet registered'13 #tension is not -no"n'*7 0econnect 6eld call cannot be retrieved fro hold

'(1 8o call available for reconnecting

'(( 0econnect Active call cannot be dropped

&'1'22 SPS+,

Purpose to place a call on hold.

ame (ype .omment


6A8D: SP6A8D: Active call to be put on hold






'') unction could not be e#ecuted''* Authorisation error''( Connection error ''+ Syste error ''3 0esources not available''7 nvalid callstate

''5 8ot authoriLed to access call handle'1* #tension is not yet registered'13 #tension is not -no"n'*1 Call handle not valid

&'1'23 SPSU9+,

Purpose to release a call fro hold.ame (ype .omment


6A8D: SP6A8D: 6eld call to activate





&alid error codes

''' 8o error ''1 unction not supported'') unction could not be e#ecuted''* Authorisation error''( Connection error ''+ Syste error ''3 0esources not available

''7 nvalid callstate''5 8ot authoriLed to access call handle'1* #tension is not yet registered'13 #tension is not -no"n'*1 Call handle not valid

&'1'24 SPS,RPPARTBPurpose to drop one party out of a conference call

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$his function is called4 "hen the user "ants to drop one party out of a conference "ith the other partiesreaining in the conference. $he party to drop can be the user hiself or another party4 if the s"itch and thee#ternal C$ soft"are allo" the dropping of other parties =e.g. "ith call center supervisor rights>.

ame (ype .omment


6A8D: SP6A8D: Call fro "hich party is droppedPA0$ SP$:82 Party to drop fro call





&alid error codes

''' 8o error ''1 unction not supported'') unction could not be e#ecuted''* Authorisation error''( Connection error ''+ Syste error

''3 0esources not available''7 nvalid callstate''5 8ot authoriLed to access call handle'1* #tension is not yet registered'13 #tension is not -no"n')+ Party is not connected to call

'*1 Call handle not valid

&'1'25 SPS,RPCA++

Purpose to drop a call$his function is used to drop a call bet"een t"o parties.

ame (ype .omment)MP%( ?$ SP$:82 2"n e#tension

6A8D: SP6A8D: Call to drop







''5 8ot authoriLed to access call handle'1* #tension is not yet registered'13 #tension is not -no"n'*1 Call handle not valid

&'1'26 SPS,RPA++

Purpose 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 SPSD02PCA:: on every

connection currently active on the e#tionsion. $he C$ subsyste has to -no" by itself "hat calls to drop. ,henone or ore calls could not be dropped4 error code V(+V ust be returned and the paraeter ?$CA::S ustcontain the calls4 that are still active =and could not be dropped>.

ame (ype .omment

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4P%( (A6-4S ?$CA::S SP6CS$A$ nfo on all calls for o"n e#tension after

drop. pty if dropall "as successful.



''5 8ot authoriLed to access call handle'1* #tension is not yet registered'13 #tension is not -no"n

'*) 8o call available'(+ 8ot all calls can be dropped

&'1'27 SPSG:9:RIC

Purpose to pas

sapphone rfc interface.doc

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