SAP Knowledge Base Article - Preview

2517049 - Agent is alerted with a new call even when in wrap-up mode in CDT and CRM


  • SAP Contact Center Integrated with SAP CRM
  • Agent is offered/alerted or receives inbound calls despite being in wrap-up mode in both CRM and CDT (Communication Desktop)
  • The issue could also happen when the agent is already with another caller



SAP Contact Center 7.0


SAP Contact Center, on-premise edition 7.0


CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Required Agent, , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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