SAP Knowledge Base Article - Preview

2544691 - Queue calls are offered to agents using presence profiles defined to blocked number that are not in an exception list

Symptom

  • Business has a requirement to have agents who are using a specific PRS (Personal Reachability Services) to:
    1. Only receive calls from a list of specified numbers defined in the System Configurator (SC)
    2. Calls from numbers not in the list to not be alerted
  • The problem is, even when the agents are using this presence profile and when CDT is in "Ready" status, queue calls get allocated to them
  • The above prevents the agents from performing some back office tasks while still being available to take internal calls
  • Integration to SAP CRM has also an inherited problem with this scenario. For instance, after an outbound call, wrap-up may be triggered and after the wrap-up is ended then CDT will change the status to ready. At this point, if there are any calls in the queue, this will be alerted to the agent, which is unwanted.

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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 , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

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