SAP Knowledge Base Article - Preview

2634196 - Wrap-up ends after hitting the "End" button even when the interaction is not successfully saved

Symptom

  • You are running SAP Contact Center (CCtr) or any other certified CTI integrated with SAP Customer Relationship Management (CRM)
  • After the call is completed and the agent hits the "End" button, the IC Web Client ends the wrap-up
  • Agent receives a new call which overlaps with the previous interaction that was not saved and gets mixed with the new contact information

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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 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, wrapup, interaction record, mixed, end wrapup, overlapping, SYNCH_WRAPUP, CRM IC, wrap up end, CL_CRM_IC_INTERACTION_MGR_UIU, ON_INTERACTION_END_REQUEST , KBA , CRM-IC-CHA-TEL , Telephony Integration , CRM-CCI , Contact Center Infrastructure , Problem

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