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2582768 - CRM Integrated scenario: E-mail are not arriving at SAP CCtr queues and/or calls are rejected


  • Some emails are not created in SAP CCtr Queues or inbound calls are rejected
  • You can find the following entries at OII log (trace level):
    • For emails:
      • TRC> --- SOAPAction="" Remote=1X.X.XX.XXX URL=/OII/OII.asmx
      • TRC> reroute: itemId=58D4A7BA42D0E7118A3A2C44FD82A0E8 containerId=PEPE/action reasonCode=A0
    • For incoming calls:
      • TRC> reroute:  itemId=12FCDFFB2BE6E711B0552C44FD82976C  containerId=+111  reasonCode=A0
      • TRC> [12B9F9269B253E4AA5A3F6469F5436E2;JUAN;+111]  <==  _EVT=Reject;CALL_ID=12D80689E7F5F141BE6C07E0DDB69C8E;_DATA=USER_REJECT;_OII_EVT=ECMD;_SAP_ID=CONTROL;
  • The same reasonCode can be seen at ICI trace (see SAP Note 2108228)



  • SAP Contact Center 7.0
  • SAP Customer Relationship Management (CRM)
  • SAP enhancement package for SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM, version for SAP HANA


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


Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr Push NotInProcess ActionItem TO_ADDRESS actionItemChanged SOAP reasonCode A0 A1 reroute mail call arrive reject USER_REJECT , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

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