2454054 - Agent is unable to accept new incoming calls in the IC Webclient | SAP Knowledge Base Article

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2454054 - Agent is unable to accept new incoming calls in the IC Webclient

Symptom

  • Accept button blinks but when the agent clicks to accept the call, nothing happens
  • Calls are visible in CDT only for a brief moment after which the agent gets an abandoned call
  • ICI trace displays <reroute> messages triggered from CRM

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Environment

  • SAP Contact Center 7.0
  • SAP Customer Relationship Management 7.0
  • SAP enhancement package 1 for SAP CRM 7.0
  • SAP enhancement package 2 for SAP CRM 7.0
  • SAP enhancement package 3 for SAP CRM 7.0

Product

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

rerout, rerouting, call, rejected, SOAP, phoneCallChanged, altering, SAP Contact Center, BCM, blinking, accept, reject, CRM-CCI, CRM-IC-CHA-TEL , KBA , CRM-IC-CHA-TEL , Telephony Integration , CRM-IC-CHA , Communication Channels , CRM-CCI , Contact Center Infrastructure , Problem

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