SAP Knowledge Base Article - Preview

2656829 - CRM IC: Outbound call with physical phone opens new IC WebClient multisession tab

Symptom

When performing calls directly from the physical phone (for example internal phones which don't need to be recorded), a new session tab gets opened in the CRM IC WebClient UI

  • If the outbound call is not answered the session will disappear on its own.
  • If the call is answered the session needs to be ended (button End) manually

If you start an outbound call within an existing session by clicking on a hyperlink or using the dialpad no additional session gets created


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Environment

CTI integration

  • SAP Customer Relationship Management 7.0
  • SAP enhancement package for SAP CRM

Product

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 for SAP CRM all versions

Keywords

KBA , CRM-IC-MUL , Multi-Sessioning IC , CRM-IC-CHA-TEL , Telephony Integration , Problem

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