2535324 - SAP CRM "Phone Is Not Opened" synchronization is not being displayed when CDT is not opened | SAP Knowledge Base Article

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2535324 - SAP CRM "Phone Is Not Opened" synchronization is not being displayed when CDT is not opened

Symptom

  • Customer is on SAP Contact Center 7.0 Feature Pack 11 (FP11)
  • When logged on to SAP CRM, and the SAP CCtr softphone is not opened, the agent's IC Web Client DDLB state should be "Phone Is Not Opened" as seen below:
    phone_not_opened.png
  • As the proper status is not being displayed, the agent doesn't realize that he/she has to open the SAP CCtr softphone first, to enable communication and synchronization back with CRM.

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Environment

  • 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
  • SAP Contact Center 7.0 (Feature Pack 11)

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 Supplier Relationship Management 7.0 ; SAP enhancement package for SAP CRM all versions ; SAP enhancement package for SAP CRM, version for SAP HANA all versions

Keywords

CRM, OII, Online Interface Integration, Phone Is Not Opened, CCtr BCM Business Communications Management, CDT logout, synchronized, synchronize, Agent Server , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

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