SAP Knowledge Base Article - Preview

3032147 - Agents connected to the Communication Panel are unable to pick e-mail contacts from a hunt-group mode queue, when preferred agent is used and not available

Symptom

  • The agent is using the Communication Panel
  • When an agent answers and e-mail contact, and this contact returns back to a hunt queue, the e-mail will set the first agent as the preferred agent
  • If the first agent is either not available or logged off, the contact cannot be picked by other free agents


Read more...

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

About this page

This is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP ONE Support launchpad (Login required).

Search for additional results

Visit SAP Support Portal's SAP Notes and KBA Search.