Our customer would like to manage through "Agent Dashboard" feature subscribe events on email and / or voice channels.
We don't have this functionality available on our system because "Agent Dashboard" should be active from release SAP CRM 70 SP11 and we are evaluating opportunity to upgrade our SAP release.
Reading SAP documentation, we understand that every information about agent configuration (channel email and / or voice) are maintened on Communication Management Software (CMS) platform. SAP platform receive, during login procedure, information about which one channel is active or not about agent ID. These information are available on Agent Dashboard only after login procedure.
Is it possible, by SAP standard configuration, require during login procedure the subscribe event only on predefined channel?
In other words we need to know if it is possible to configure, by standard SAP configuration, the following scenario:
- agent login in freeseating on SAP --> SAP send login required to CMS by ICI
- CMS send to SAP login events on all channels configured for agent on CMS (example: mail and voice)
- SAP subscribe only the voice channel because SAP standard configuration allow only voice channel
- during agent session work, agent could subscribe channel email using agent dashboard (checking channel manually)
Thanks in advance for your collaboration.
Any contribution is appreciated.