2527157 - Interactive scripts not opening when email contact is handled from SAP CRM | SAP Knowledge Base Article

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2527157 - Interactive scripts not opening when email contact is handled from SAP CRM

Symptom

  • SAP Contact Center and SAP CRM are integrated with e-mail channels
  • E-mail queues in CCtr (Contact Center) have been configured to use Interactive Scripts (see "Creating Scripts" for more information)
  • These scripts have been configured to open when the contact is handled (see "Entering Basic Information for Queues" -> Opening Type)
  • The scripts open fine when handled in CDT; however when handled through the CRM Web Client, the script don't open.

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Environment

  • SAP Contact Center 7.0
  • 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 enhancement package for SAP CRM all versions

Keywords

Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr, e-mail, wrap-up, scripts, interactive, , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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