SAP Knowledge Base Article - Preview

1949665 - SAP Contact Center/CRM IC Multi session functionality is not working after the first e-mail is pushed

Symptom

  • CRM and SAP Contact Center (CCtr) are integrated
  • E-mail and Phone Channel multi-session have been configured on both CCtr and CRM
  • The agent has an e-mail opened, a new phone call arrives to a queue (where the agent is serving), but the phone call is not offered to that agent

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


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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 enhancement package 2 for SAP NetWeaver 7.0

Keywords

ERMS push, e-mail, Multi-channel, Multi-tasking, Multi-session, BCM, CCtr, Contact Center, Opened, email, contact, allow other contacts, Integration , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , CRM-IC-MUL , Multi-Sessioning IC , Problem

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