SAP Knowledge Base Article - Preview

2754678 - CDT shows email in queue, but does not allocate to agent

Symptom

  • An e-mail that has arrived in the system appears in the queue, but it is not offered to any agent in the Communication Desktop (CDT)
  • Searching for the e-mail under "History" in CDT for returns the status as "Pending"
  • The above e-mail could be found in the Online Monitoring (OM) and appeared with the queue status
  • CEM logs reveals the following errors:
    • ERR> [EXC] : CDOEvents : Could not handle NEW_TASK event 09:39:53.053 (05240/Sm25:ChannelSM)
    • ERR> <type 'exceptions.AttributeError'> : 'OperatorSM' object has no attribute 'sm_OrigUIType' 

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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0 ; SAP Customer Relationship Management 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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