You are running SAP Contact Center (CCtr) or any other certified CTI integrated with SAP Customer Relationship Management (CRM)
After the call is completed and the agent hits the "End" button, the IC Web Client ends the wrap-up
- Agent receives a new call which overlaps with the previous interaction that was not saved and gets mixed with the new contact information
- 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
Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr, wrapup, interaction record, mixed, end wrapup, overlapping, SYNCH_WRAPUP, CRM IC, wrap up end, CL_CRM_IC_INTERACTION_MGR_UIU, ON_INTERACTION_END_REQUEST , KBA , CRM-IC-CHA-TEL , Telephony Integration , CRM-CCI , Contact Center Infrastructure , Problem
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