2152251 - Workmode status between CRM Interaction Center and SAP Contact Center CDT is not the same [VIDEO] | SAP Knowledge Base Article

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2152251 - Workmode status between CRM Interaction Center and SAP Contact Center CDT is not the same [VIDEO]

Symptom

  • You have and Integration with SAP Contact Center (AKA BCM) and SAP Customer Relationship Management
  • After a Phone Call or Chat interaction has ended and the agent goes into a wrap-up state, CRM status goes to "Ready" but CDT (Communication Desktop Terminal) switches to "Not Ready" as seen in the below screenshots:
    new_screen1.png

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Environment

  • SAP Contact Center 7.0
  • SAP Customer Relationship Management (CRM)
  • SAP enhancement package for SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM, version for SAP HANA

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

Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr, workmode , KBA , gscnaeast_video , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

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