SAP Knowledge Base Article - Preview

2332751 - Recording file ID from SAP Contact Center is not visible in the Call Attached Data to CRM

Symptom

  • You have integrated SAP Contact Center and SAP Customer Relationship Management
  • When a call is allocated to an agent and the agent accepts, the call gets recorded. However, the recording file event ID is not sent from SAP Contact Center to CRM after the call is allocated/accepted/recorded.
  • The "CallRecording" event ID is not present in the CAD from Cctr to 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 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

Missing recording in Call Attaced Data, CallRecording is not present in CRM, Contact Center , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

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