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


  • 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



SAP Contact Center 7.0


SAP Contact Center, on-premise edition 7.0


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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