SAP Knowledge Base Article - Preview

2557499 - Wrap-up script closes after agent changes work-mode in SAP CRM (Not Ready) - SAP Contact Center

Symptom

  • SAP Contact Center and SAP CRM are integrated for telephony
  • SAP scripts have been configured to capture wrap-up information
  • When the agent manually changes the work-mode in CRM (even if the script is active and opened in CDT) the script closes automatically
  • Agent is unable to fill un-filled questions

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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 4.0 ; 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

Keywords

Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr, e-mail, wrap-up, scripts, interactive, work-mode, workmods, workmodes, script. static , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

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