2528741 - Contact Attached data from SAP Contact Center is not displaying in CRM IC WebClient | SAP Knowledge Base Article

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2528741 - Contact Attached data from SAP Contact Center is not displaying in CRM IC WebClient

Symptom

  • SAP Contact Center has been configured and integrated to CRM
  • Business would like to send the Call ID to CRM as per KBA 1894818
  • From the ICI traces the CAD (Contact Attached Data) can been seen as per the below example:
         <attachedData>
    <ItemAttachedData>
    <Application id="SAP_BCM/OII">
    <BNumberName>49D09AF0-2BA4-4C0F-A5E5-64C0DDCCE582</BNumberName>
    <OrigQueue>49D09AF0-2BA4-4C0F-A5E5-64C0DDCCE582</OrigQueue>
    <FirstBNumber>1007</FirstBNumber>
    <FirstBName>49D09AF0-2BA4-4C0F-A5E5-64C0DDCCE582</FirstBName>
    <CallRecording>20170831_20_30_21_SSR_1203_3B33A7AC4D7D4C7EB5A9F48B4B0F4F4E.wav</CallRecording>
    </Application></ItemAttachedData>
    </attachedData>
  • Despite getting the CAD in the ICI trace, which means CCtr is sending the information, the corresponding "Contact Attached Data" in CRM shows blank:
    CAD.png

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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 enhancement package for SAP CRM all versions

Keywords

Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr, CRMCMP_CCS_CAD, CAD_IP, CRMCMP_CCS_CAD/CADView, CRM-IC-CHA, CRM_IC_CMP_CCS, CADCTXT , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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