SAP Knowledge Base Article - Preview

2291529 - SAP Contact Center - How to set queues from CRM

Symptom

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

You have integrated SAP Contact Center with SAP CRM and would like agents to be able to manually select the Queue(s) from CRM.


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Environment

  • SAP Contact Center
  • SAP Customer Relationship Management 7.0 and higher
  • 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 7.0 ; SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP enhancement package for SAP CRM all versions ; SAP enhancement package for SAP CRM, version for SAP HANA all versions

Keywords

CRM, Communication Management, CCI, Contact Center, Set Queues, getAttributesResponse, CL_CRM_MCM_SESSION, IF_CRM_MCM_SESSION~LOGON, currentQueues , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

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