SAP Knowledge Base Article - Preview

2321796 - CDT - knocking calls during active call

Symptom

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

  • Agents get calls allocated, although they are in an active call or when they are in "Not Ready" status
  • An agent is disturbed by another call while attending to queue calls 


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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition all versions

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Communication Desktop, delay, inbound, knock, arrive, strange, behavior, CDT, icon, scenario, landscape, ready, busy, allocate, queue PrefOperHard, knocking.wav , KBA , CRM-CCI , Contact Center Infrastructure , How To

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