SAP Knowledge Base Article - Preview

2582768 - CRM Integrated scenario: E-mail are not arriving at SAP CCtr queues and/or calls are rejected

Symptom

Some emails are not created in SAP CCtr Queues or inbound calls are rejected

You can find the following entries at OII log (trace level):

For emails:

TRC> --- SOAPAction="http://inqmy.com/soapdispatcher/rpc/bcbici/IciItemBean" Remote=10.1.1.2 URL=/OII/OII.asmx

TRC> reroute: itemId=58D4A7BA42D0E7118A3A2C44FD82A0E8 containerId=PEPE/action reasonCode=A0

For incoming calls:

08:50:41.791 TRC> reroute:  itemId=12FCDFFB2BE6E711B0552C44FD82976C  containerId=+111  reasonCode=A0
08:50:41.791 TRC> [12B9F9269B253E4AA5A3F6469F5436E2;JUAN;+111]  <==  _EVT=Reject;CALL_ID=12D80689E7F5F141BE6C07E0DDB69C8E;_DATA=USER_REJECT;_OII_EVT=ECMD;_SAP_ID=CONTROL;

The same reasonCode can be seen at ICI trace (see SAP Note 2108228)


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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 Push NotInProcess ActionItem TO_ADDRESS actionItemChanged SOAP reasonCode A0 A1 reroute mail call arrive reject USER_REJECT , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

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