2257881 - CRM IC: Communication between agent and communication session fails when HTTPS protocol is used | SAP Knowledge Base Article

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2257881 - CRM IC: Communication between agent and communication session fails when HTTPS protocol is used

Symptom

You want to use HTTPS protocol for your CRM Interaction Center. When starting the CRM IC WebClient with HTTPS

  • Alerts do not work
  • When pressing END or closing a multisession tab with "X", Error message "Cannot send alert message to browser" or "Failed to send alert message to browser" is shown
  • Ready/not ready buttons are grayed out
  • You find SSL Errors in the ICM Trace
  • Ready/Not Ready dropdown list, customer specific entries are missing although they can be seen in ICI Trace
  • Telephony actions like consult fail due to missing ICI communication
  • Communication channels like chat, ERMS push actions, telephony fail.

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Environment

  • 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 7.0
  • 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

CRM_IC_ALERT006  CL_CRM_IC_ABAP_ALERT  IF_CRM_IC_ALERT_SERVICE~SEND_ALERT_MESSAGE "Failed to send alert message to browser" , KBA , CRM-IC-FRW , Framework , CRM-IC-ALT , Alerts , Problem

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