SAP Knowledge Base Article - Preview

2688900 - Call Dispatcher cannot route inbound call to existing Queue in SAP Contact Center

Symptom

  • Inbound call cannot be routed to destination queue in SAP Contact Center "CCtr"
  • The call enters the SIP Gateway and the queue extension/number is passed, yet the call dispatcher does not find a match
  • Call Dispatcher logs show the following message:
    • TRC> SipBridge< [DEV_**_PSTN_** CALL_REJECT {GUID} _CMD=CALL_REJECT;CALL_ID=GUID;CAUSE=1;REASON=NOROUTE;
    • TRC> GW2GW routing disabled, rejecting incoming
    • DBG> EXT DBG> Masked original '5640;phone-context=cdp.udp' to '.udp' [EM='####']

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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0 ; SAP S/4HANA 1709

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications, routing, CEM, CD, CallDiaptacher, SipBridge, PSTN, , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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