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2700996 - getWorkcenterCapability errors found in the ICI traces

Symptom

  • Agents working in the SAP CRM Interaction Center business role are unable to perform telephony tasks as the Ready/Not Ready buttons are grayed out
  • While checking the ICI traces, the following errors are noticed while ICI is trying to get the workcenter capability from the CTI:
    • HTTP/1.1 500 Internal Server Error
    • Connection Error: Connection to one of the systems is not available
    • getWorkcenterCapability - Could not connect to remoting server service
      ICI_WorkcenterCapabilityResponse.png


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Environment

  • SAP Customer Relationship Management (CRM)
  • SAP enhancement package for SAP CRM
  • SAP enhancement package for SAP CRM, version for SAP HANA

Product

SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP Customer Relationship Management all versions ; SAP enhancement package for SAP CRM all versions ; SAP enhancement package for SAP CRM, version for SAP HANA all versions

Keywords

CRM, IC, WebService, Workcenter, Capability, WebDispatcher, AreaCode 1, ErrorCode 3, ICI WebService Error , KBA , CRM-IC-CHA-TEL , Telephony Integration , Problem

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