Symptom
-
SAP Contact Center has been configured and integrated to CRM
- Business would like to send the Call ID to CRM as per KBA 1894818
- From the ICI traces the CAD (Contact Attached Data) can been seen as per the below example:
<attachedData>
<ItemAttachedData>
<Application id="SAP_BCM/OII">
<BNumberName>49D09AF0-2BA4-4C0F-A5E5-64C0DDCCE582</BNumberName>
<OrigQueue>49D09AF0-2BA4-4C0F-A5E5-64C0DDCCE582</OrigQueue>
<FirstBNumber>1007</FirstBNumber>
<FirstBName>49D09AF0-2BA4-4C0F-A5E5-64C0DDCCE582</FirstBName>
<CallRecording>20170831_20_30_21_SSR_1203_3B33A7AC4D7D4C7EB5A9F48B4B0F4F4E.wav</CallRecording>
</Application></ItemAttachedData>
</attachedData> - Despite getting the CAD in the ICI trace, which means CCtr is sending the information, the corresponding "Contact Attached Data" in CRM shows blank:
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Environment
- SAP Contact Center 7.0
- SAP Customer Relationship Management (CRM)
- SAP enhancement package for SAP Customer Relationship Management
- SAP enhancement package for SAP CRM, version for SAP HANA
Product
SAP Contact Center, on-premise edition all versions ; SAP Customer Relationship Management 7.0 ; SAP enhancement package for SAP CRM all versions
Keywords
Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr, CRMCMP_CCS_CAD, CAD_IP, CRMCMP_CCS_CAD/CADView, CRM-IC-CHA, CRM_IC_CMP_CCS, CADCTXT , KBA , CRM-CCI , Contact Center Infrastructure , Problem
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