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Author's profile photo Kumar Gaurav

Stop Auto-navigation to Home Page on END of Interaction

Hi,

This is my first Blog on SCN.

In this Blog I will explain how can we stop Auto-navigation to home page and navigate to a different page on END of the Interaction.

We all know that in Interaction Center Web Client Account Identification Page is the Home Page.

Suppose the user wants to see the Open tasks etc on the home page So we have changed the Home to Sales home page.

Now whenever the user press END button to end the interaction he will direct to sales home page.

But User also wants that if he END the interaction then he should redirect to the Account Identification Page.

So I will explain how can we Stop this auto-navigation to Home page and redirect it to Account Identification Page.

Step 1:-

So there is a class CL_CRM_IC_AUTO_NAV2. This class gets loaded when the agent log in to Interaction Center Web Client.


There is a maintenance view ‘CRMV_IC_APP_COMP‘ where this Class has been maintained.

View.png

Now Copy this class ‘CL_CRM_IC_AUTO_NAV2‘ to a z class and activate it.

Step 2:-

Now in the view ‘CRMV_IC_APP_COMP‘ change the standard class with your z class.

ZCLASS.png

Step 3:-

Now open the newly created Z class . There will be a method ‘HANDLE_INTERACTION_ENDED’ . Its responsible for the navigation to default Home Page.

/wp-content/uploads/2013/07/interaction_end_251309.png

And the Code which is responsible for navigation and which we need to replace with our custom code is :-

/wp-content/uploads/2013/07/code_251310.png

Replace above highlighted code with :-

* Navigate to empty view (Workaround for SP00) – general rule

  if me->end_descr_object is initial.

    TRY.

       iv_nav_srv->navigate( EXPORTING IV_LINK_ID = ‘IC_BPIDENT’ ).

      CATCH cx_root.

    ENDTRY.

  endif.

We also need to make the same changes in method ‘‘IF_CRM_IC_EVENT_LISTENER~HANDLE_EVENT‘ of the same class:-

/wp-content/uploads/2013/07/handle_251311.png

Replace the commented code with the below code:-

    IF lr_nav_srv IS BOUND.

        try.

            lr_nav_srv->navigate( EXPORTING IV_LINK_ID = ‘IC_BPIDENT’ ).

          catch cx_root.

        ENDTRY.

      ENDIF.

This is all about to stop auto-navigation to the default home page in interaction center web client. You can redirect the navigation to any page in interaction center. You only need to change the logical link ‘IC_BPIDENT’ in above given steps. Other things will remain same.

Thanks

Kumar Gaurav.

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      15 Comments
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      Author's profile photo Harish Kumar
      Harish Kumar

      Nice doc gaurav..Thanks for sharing.

      Author's profile photo Former Member
      Former Member

      Your requirement can be achieved simply by using IDI with zero coding involved, but still the document is good if we need to add some process based on navigation which cannot be done using IDI.

      Author's profile photo Kumar Gaurav
      Kumar Gaurav
      Blog Post Author

      Hi Shobhit,

      Thanks for your reply.

      I have no idea how it can be done by using IDI.

      It would be great for me and also for other member if you can explain in some detail.

      Thanks

      Kuamr

      Author's profile photo Sigrid Wieshofer
      Sigrid Wieshofer

      Maintainin a different logical link in your Z-navbar profile might help if you simply want to navigate to the same page on pressing END.

      Author's profile photo Kumar Gaurav
      Kumar Gaurav
      Blog Post Author

      Hi Sigrid,

      If you will maintain a logical link in Z navprofile even then you need to follow above steps to navigate to that link because on pressing of END button in Interaction Center the system automatically navigate to the home page which we have defined for our business role. And its a standard functionality which run when we END the interaction in the IC Web Client.

      Author's profile photo Sigrid Wieshofer
      Sigrid Wieshofer

      Hi Kumar,

      You write "We all know that in Interaction Center Web Client Account Identification Page is the Home Page". As far as I know, the "Homepage" is defined in the Navigational Profile (field Link_ID in table CRMC_UI_NB) and is customizable. Did you try to change the Link ID in the Nav Bar Profile of your business role? Of course, your coding is helpful if you do not want to navigate always to the same page.

      Best Regards,

      Sigrid

      Author's profile photo Kumar Gaurav
      Kumar Gaurav
      Blog Post Author

      Yes , You are right. Home Page is customizable.

      But if someone customized the home page with the Sales home page to see the open activities calender etc and now whenever the user END the interaction it will navigate to the sales home page. Now if the user do not want to navigate to the Sales home page but he wants to navigate to the account identification page when he ends the interaction then the above given steps should be followed.

      Thanks

      Kumar Gaurav

      Author's profile photo Former Member
      Former Member

      Hi kumar,

      I have a requirement similar to this.In ic agent if we check the customer check box in account overview we need to pass four mandetory fields but if we click on end the data is going to save and it will navigate to account identification.how can we stop it in account overview only.Please help me on this.

      Thanks,

      Narasimha

      Author's profile photo Kumar Gaurav
      Kumar Gaurav
      Blog Post Author

      Hi,

      You can use a global static variable in your account overview component and use this variable to set the value to 'X' if the check box is checked .

      Now you can use this variable in the method as given above in Step3 as :-

      If checkbox eq 'X'.

         iv_nav_srv->navigate( EXPORTING IV_LINK_ID = 'Logical link ID for Account Overview page' ).

      else.

      standard one.

      endif.

      Hope it helps.

      Thanks

      Kumar.

      Author's profile photo Sigrid Wieshofer
      Sigrid Wieshofer

      Hi Kumar,

      Will stopping of navigation prevent saving of data when pressing END? 

      BR,

      Sigrid

      Author's profile photo Kumar Gaurav
      Kumar Gaurav
      Blog Post Author

      No , It will not prevent saving of Data.

      Thanks

      Kumar Gaurav

      Author's profile photo Nelson Raj
      Nelson Raj

      Hi Kumar,

      Thanks for the blog. However, the requirement is a bit confusing.

      As Sigrid says, changing your homepage is simple, using the Link ID in the Nav Bar profile.

      In my understanding, the above steps are required, if you have the following scenario:

      1. Home Page (1st Page on logon) is Page 1

      2. Page required to be shown after clicking on End is different i.e. Page 2

      If the above is correct, then your steps do make sense.

      Regards,

      Nelson

      Author's profile photo Kumar Gaurav
      Kumar Gaurav
      Blog Post Author

      You are right Nelson. That's the requirement..

      Author's profile photo Former Member
      Former Member

      Document is Very Useful Gaurav.

      Keep it up. Thanks!

      Author's profile photo Kumar Gaurav
      Kumar Gaurav
      Blog Post Author

      Thanks Manan...