SAP Knowledge Base Article - Preview

1970501 - No ‘CALL_DATA’ events being sent CRM

Symptom

  • You have followed KBA 1968673 but still no CAD data is being passed to Agent B after a warm transfer from Agent "A".
  • Based on the CEM logs, you have determined that no CALL_DATA events being sent to CEM by the Call Dispatcher.

    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 or above
  • SAP CRM Web Client User Interface (Web UI)
  • SAP Contact Center

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

Keywords

CALL_DATA OII ExtraData ExtDataInJoin Transfer Warm Cctr CRM , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , How To

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