SAP Knowledge Base Article - Preview

2081952 - Calls won't be allocated to agent when he/she is creating an email via "add new" button in CDT

Symptom

Agent who opens a new email won't receive any queue call until the email is closed, even though the status of this agent is "Ready".


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Environment

SAP Contact Center 7.0 and up

Product

SAP Contact Center, on-premise edition 7.0

Keywords

ring allocate inbound phone call busy , KBA , CRM-CCI , Contact Center Infrastructure , How To

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