SAP Knowledge Base Article - Preview

2445112 - How to push a TMI tasks to other agent(s) when the "Required Agent" parameter is used and the required agent is not available

Symptom

  • You are using RTI (cloud) or TMI interface
  • A task is created and a "Required Agent" is specified
  • The expectation is that if the required agent is not available after a period of time, the task in question should be routed to the next available agent

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Environment

SAP Contact Center 7.0.10

Product

SAP Contact Center, on-premise edition 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0

Keywords

Business Communication Management, CCtr, SCC, CCI, CRM-CCI, Support Pack 7.0, 7.0.1, 7.0.2, 7.0.3, 7.0.3.100, 7.0.4, 7.0.4.100, 7.0.5, 7.0.6, 7.0.6.100, System Configurator, Task Manager, item.responsible , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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