SAP Knowledge Base Article - Preview

2435015 - Direct calls to CDT user who has a PRS absence profile do not go to IVR or Voicemail as per presence configuration

Symptom

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

  • You have configured and absence profile as per the "Creating Profiles" found at the online documentation
  • Directly calls to agent with an absence profile get a busy tone and call is disconnected
  • Presence Profiles is not routing the call to the Voicemail 


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Environment

SAP Contact Center

Product

SAP Contact Center, on-premise edition all versions

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, PRS, Presence Profiles is not routing the call to the Voicemail , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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