SAP Knowledge Base Article - Preview

3025204 - While using SAP CRM integrated with SAP Contact Center, agents are unable to retrieve caller on hold while in a conference call

Symptom

  • The customer has an SAP CRM and SAP Contact Center integration
  • Agent is unable to retrieve call from original caller after performing a conference calls and making a blind call transfer
  • When checking the ICI trace logs, the following message is captured 
    "message number 027: Function is not supported with current phone call status"


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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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