SAP Knowledge Base Article - Preview

1910510 - CDT jumps automatically to ready before wrap-up is ended upon receiving a direct call which is not answered by the agent

Symptom

  • Agent's wrap-up time is reset in CDT after a personal call is alerted but not answered
  • This missed call is resetting the work-mode and putting the agent in ready mode before the previous wrap-up timer has ended

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Environment

  • SAP Customer Relationship Management 7.0 and higher
  • SAP enhancement package for SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM, version for SAP HANA
  • SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0 ; SAP Customer Relationship Management 2007 ; SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0

Keywords

Workmode, wrapup, afterwork, BCM, Business Communication Management, Integration, personal call , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , CRM-BCM , Please use CRM-CCI , Problem

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