2443085 - SAP Contact Center/CRM Integration stopped working (ready/not ready grayed out) | SAP Knowledge Base Article

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2443085 - SAP Contact Center/CRM Integration stopped working (ready/not ready grayed out)

Symptom

  • Ready/Not Ready buttons are grayed out
  • OII logs display the 403 errors like:
    "ProtocolError
    System.Net.WebException: The request failed with HTTP status 403: Forbidden.
       at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
       at System.Web.Services.Protocols.SoapHttpClientProtocol.EndInvoke(IAsyncResult asyncResult)
       at ICIEventClient.IciEventClient.EnduserChanged(IAsyncResult asyncResult)
       at ChatLib.SubChanged.Notified(IAsyncResult asyncResult)
    19:36:26.241 TRC> Invalid.Unsubscribe:  user=  appUrl=http://XXX.XX.XX.123:[PORTNUMER]/sap..." where the appUrl is the URL/host of the CRM system and the Remote=XXX.XX.XX.321  URL=/OII/HA.aspx is the SAP Contact Center Integration VU IP address.
  • IPCONFIG at the CRM system may reveal some inportant informatin like packt drops as seen in the below example:
    2017-03-15_13-02-58.png

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Environment

  • SAP Contact Center
  • 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 all versions ; SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP HANA 1.0, platform edition ; SAP enhancement package for SAP CRM all versions

Keywords

Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr, MAP_SUBSCRIBE_URL, no integration, broken integration, ready/not ready, , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , CRM-BF-CHA-TEL , Telephony Integration , Problem

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