2322664 - SP9 call allocation failure when using external agents (ECF) | SAP Knowledge Base Article

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2322664 - SP9 call allocation failure when using external agents (ECF)

Symptom

  • You are using SAP Contact Center running on Support Pack 9
  • When calls come in, they are only allocated once
  • Subsequent calls are not allocated to agents anymore thereafter, even when the channel and queue configuration in SC have the contact blocking parameter set to "Never" and the "ExtAgentRejectRestTime" is set to "100":

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Environment

SAP Contact Center 7.0.9

Product

SAP Contact Center, on-premise edition 7.0

Keywords

Business Communication Management, CCtr, SCC, CCI, CRM-CCI, Support Pack 7.0.9, allocation issues, call rejected , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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