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2502691 - Unable to end an interaction in CRM after a conference or warm transfer call when using scripts in CCtr

Symptom

  • You are using SAP Contact Center integrated with SAP CRM 7
  • The queue where agents are serving has either a static or interactive script attached
  • When pressing the END button in the CRM Web Client after a conference or warm transfer is completed, CRM shows the message "Cannot process end contact" as seen below:
    Cannot_Process_end_contact.png
  • The ICI trace Shows the CCTR Response as "Script must be saved in CDT first" which has been definitely done before the End button is pressed in the ICWC
    save_first.png
  • In OII the following error is found:
    • ERR> SoapException: Script must be saved in CDT first
    • EXC> <detail><IciErrorCodes xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="urn:IciEventInterface"><areaCode>5</areaCode><errorCode>32</errorCode><errorText>Script must be saved in CDT first</errorText><errorRetry>true</errorRetry></IciErrorCodes></detail>
      System.Web.Services.Protocols.SoapException: com.sap.bcb.common.SoapException
         at ChatLib.WebApp.SAPException(String message, XmlQualifiedName faultCode, AreaCode areaCode, Int32 errorCode, Boolean errorRetry)
         at ChatLib.Item.CheckOpenMandatoryScript()
         at WicomOII.Call.WrapUpEnded(Boolean notify, Boolean setAutoWorking)
         at WicomOII.Call.WrapUpEnded()
         at WicomOII.IciItemService.wrapUpEnded(String itemId)

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Environment

  • SAP Contact Center 7.0
  • SAP Customer Relationship Management 7.0 and higher
  • 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 7.0 ; 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 for SAP CRM all versions ; SAP enhancement package for SAP CRM, version for SAP HANA all versions

Keywords

Contact Center, CCI, CRM-IC-CHA-TEL, CRM-CCI, Interactive scripts, Mandatory Script, Cannot process end contact, Script must be saved in CDT first, <errorCode>32</errorCode>, <areaCode>5</areaCode> , KBA , CRM-IC-CHA-TEL , Telephony Integration , CRM-CCI , Contact Center Infrastructure , Problem

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