SAP Knowledge Base Article - Preview

2716709 - Unable to accept ICI emails in SAP CRM integrated with SAP Contact Center

Symptom

  • You have integrated SAP Customer Relationship Management (CRM) and SAP Contact Center (CCtr)
  • Occasionally, agents are not able to accept a new e-mail in CRM
    • When this happens the e-mail allocation loops over and over until another agent is able to accept the interaction
    • This issue happens even with the first new e-mail interaction, which is different than what is described in KBA 2625222
  • While troubleshooting the OII traces and ICI traces, it was noticed that the e-mail's "originator" information was missing as seen in the below excerpts:
    • ICI trace: </processingStatus> <originator /><messageText /> (missing the originator information)
    • OII logs: <processingStatus><id>2</id><description>Aktywne</description></processingStatus><originator /> 

Read more...

Environment

  • SAP Contact Center 7.0
  • SAP Customer Relationship Management 7.0 and higher
  • 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 7.0 ; SAP Customer Relationship Management 2007 ; 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 1 for SAP CRM 7.0 ; SAP enhancement package 2 for SAP CRM 7.0 ; SAP enhancement package 3 for SAP CRM 7.0 ; SAP enhancement package 4 for SAP CRM 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications, ICI e-mail, handle, handling, customer e-mails, emails, , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

About this page

This is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP ONE Support launchpad (Login required).

Search for additional results

Visit SAP Support Portal's SAP Notes and KBA Search.