SAP Knowledge Base Article - Preview

2215404 - Making direct calls to agents don't alerted in the CRM Web Client [Video]

Symptom

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.

You are able to see calls that are made to Queues alerting in the CRM Web Client; however, calls to the agent's direct extension (number) don't alert in CRM.


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Environment

  • SAP Contact Center
  • SAP Customer Relationship Management (CRM)
  • SAP enhancement package for SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM, version for SAP HANA

Product

SAP Contact Center, on-premise edition all versions ; SAP Customer Relationship Management 7.0 ; SAP enhancement package for SAP CRM all versions

Keywords

Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr, alert, CRM, Integration, direct call, personal calls , KBA , gscnawest_video , video , CRM-CCI , Contact Center Infrastructure , Problem

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