1954574 - CRM IC problems in complex system landscapes (alerts, greyed out ready/not ready buttons, agent dashboard, timeout, worker session) | SAP Knowledge Base Article

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1954574 - CRM IC problems in complex system landscapes (alerts, greyed out ready/not ready buttons, agent dashboard, timeout, worker session)

Symptom

Your CRM Interaction Center is not working well.

The symptoms might vary:

  • The IC agents
    • face dimmed buttons although the ICI Trace shows that communication between communication session and CTI works well, 
    • alerts are not working - they get error message "Cannot send alert message to browser" - CRM_IC_ALERT 006
    • faces issues - session not known
    • get error "Worker session error in session initialization (SAM_QUEUE NOT SET )" - problems with session communication
    • get error "400 session not found"
  • When tracing the browser/server communication (httpwatch, F12), you realize
    • that there are no polling requests or
    • that you have been routed to the logon_error_page.htm by setting location logon_error_page.htm in one of the requests
    • that the value SAP HOST-ID cookie changes for the requests (contains information which application server has processed the request)
  • using SAP KBA 1866327, you have realized that too many sessions get created in the CRM backend on different

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Environment

CRM Interaction Center in a complex system landscape involving load balancing elements, for example an SAP WebDispatcher(s).

  • SAP Customer Relationship Management 7.0
  • SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0
  • SAP enhancement packages for SAP CRM
  • SAP enhancement package 2 for SAP CRM 7.0, version for SAP HANA

Product

SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP enhancement package 2 for SAP CRM 7.0, version for SAP HANA ; SAP enhancement package for SAP CRM all versions

Keywords

ausgegraut , KBA , CRM-IC-FRW , Framework , CRM-IC , Interaction Center WebClient , Problem

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