1954574 - CRM IC problems in complex system landscapes (alerts, greyed out ready/not ready buttons, agent dashboard, timeout, worker session)

The symptoms might vary:

• The IC agents
• face dimmed buttons although the ICI Trace shows that communication between communication session and CTI works well, 
• alerts are not working - they get error message "Cannot send alert message to browser" - CRM_IC_ALERT 006
• faces issues - session not known
• get error "Worker session error in session initialization (SAM_QUEUE NOT SET )" - problems with session communication
• get error "400 session not found"
• When tracing the browser/server communication (httpwatch, F12), you realize
• that there are no polling requests or
• that you have been routed to the logon_error_page.htm by setting location logon_error_page.htm in one of the requests
• that the value SAP HOST-ID cookie changes for the requests (contains information which application server has processed the request)
• using SAP KBA 1866327, you have realized that too many sessions get created in the CRM backend on different

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CRM Interaction Center in a complex system landscape involving load balancing elements, for example an SAP WebDispatcher(s).

• SAP Customer Relationship Management 7.0
• SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0
• SAP enhancement packages for SAP CRM
• SAP enhancement package 2 for SAP CRM 7.0, version for SAP HANA

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 2 for SAP CRM 7.0, version for SAP HANA ; SAP enhancement package for SAP CRM all versions

ausgegraut , KBA , CRM-IC-FRW , Framework , CRM-IC , Interaction Center WebClient , Problem