ECF Developer Guide

The SAP ECF is a set of JavaScript controls and API’s based on SAPUI5 client-side library. ECF allows you to easily and seamlessly embed contact center functionality into your business applications. It provides a lightweight programming model for desktop. Based on JavaScript and SAPUI5 it complies with OpenAjax and can be used together with standard JavaScript libraries.

ECF Functionality

The following tables list the available functions and their release version.

Table 1. 1708

Function

Description

Consultation

During a phone call or a chat, users can have a consultation call to another number or send a text chat to another user. It's also possible to connect the original interaction and the consultation interaction by using the transfer function.

Facebook messages

The system supports Facebook messages.
Table 2. 1705

Function

Description

E-mail attachment

Users can receive attachments and add them to their e-mail messages.

Script history

Users can view script results.

E-mail history

Users can view e-mails that have been saved into the database.

SMS chat

The system supports SMS messages.
Table 3. 1702

Function

Description

Scripting

Users can fill out scripts when they are handling interactions. Supported script types are static script and interactive script.

E-mail

Users can send and receive e-mails.

Tomcat logs

Tomcat logs are written to the default CCTR VU log folder instead of Tomcat’s log folder.
Table 4. 1611

Function

Description

Destination input

Users can search for queues and other users and choose from the search results the destination for an ongoing call or chat transfer. Users can also enter a number for placing a new call or transfer call to a number that is not in the directory.

Transfer

Users can transfer an ongoing:

  • Call to another number.

  • Chat to another chat user or to a queue.

ECF Front End Server logs ECF Front End Server creates two separate log files. One file is for the Native C++ based ECF Front Server and the other file is for Java-based ECF Front End Server.

Versioning

ECF package contains the latest version and the previous version of ECF.

The paths from 1611 onwards are of the following format:

  • Controls: https://[TomcatURL]/ecf/[version]/

  • Reference applications: https://[TomcatURL]/ecf/[version]/sample

  • Live Activity Window: https://[TomcatURL]/ecf/[version]/ecfliveactivity

The 1608 paths are same as before.

Basic authentication change

If you use the Basic Authentication method, you must create the login dialog window. For code example, see the reference host application.
Table 5. 1608

Function

Description

Voice

Users can make calls, receive them, mute them and put them on hold.

Presence

Users view and change their active presence profile.

Queue statistics

The agent queue login control shows longest queueing time, how many contacts are queueing, the number of agents serving and the number of free agents.

Chat enhancements

  • Visitor queue: average waiting time and whether queue is open or closed

  • Typing indicator

  • Support for HTML content

  • Stop and start toggle for an in-queue video

Security improvements

  • There are no longer hardcoded passwords for certificates. They are now defined in IA.

  • Windows certificate is supported.

Installation

  • An agent host application and a visitor host application are included in the ECF package.

  • UI5 is shipped with the ECF package. However, it must be installed manually.

  • Terminal Server is now included in Agent Server so there is no separate Terminal Server package.

  • The ECF Virtual Unit template has been removed.
Table 6. SP09

Function

Description

Queue login

Users can log on to and log off from queues on the host application UI.

Text and video chat

Users can receive text and video chats.

Chat controls at the visitor end

In this case the variable Front End Server Mode in ECF Web Server must have the value Visitor Facing Mode.

Authentication possible with OAuth

The authentication method is selected in Infrastructure Administrator.

The user account information related to OAuth is configured in System Configurator > User and Role Management > Users > Certificates.

STUN/TURN server for streaming WebRTC data (in video chat)

This can be used, for example, in networks with firewalls and NATs.

Install the STUN/TURN server and then define its settings in IA.
Table 7. SP08

Function

Description

ECF task

Business process routing items are created to SAP Contact Center via Task Management Interface (TMI).