SAP Knowledge Base Article - Preview

1907213 - Call received in CDT while the agent was already in Wrapup in the CRM IC Web Client

Symptom

  • Synchronization between SAP Contact Center(CCtr) and CRM is compromised, causing the CDT to be in Ready and CRM in wrap-up
  • Call is offered to the agent through CDT despite the CRM WebUI being in wrap-up mode
  • Workmode status between SAP Contact Center and SAP CRM is out of sync


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Environment

  • 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
  • SAP Contact Center 7.0

Product

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

OII, Afterwork, Papperwork, Presence, Workmode, NotReady, Wrapupmode, Wrap-up status, Absence, Contact Center, BCM, CRM-CCI, CTI, wrapup Mode , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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