2716709 - Unable to accept ICI emails in SAP CRM integrated with SAP Contact Center

• You have integrated SAP Customer Relationship Management (CRM) and SAP Contact Center (CCtr)
• Occasionally, agents are not able to accept a new e-mail in CRM
• When this happens the e-mail allocation loops over and over until another agent is able to accept the interaction
• This issue happens even with the first new e-mail interaction, which is different than what is described in KBA 2625222
• While troubleshooting the OII traces and ICI traces, it was noticed that the e-mail's "originator" information was missing as seen in the below excerpts:
• ICI trace: </processingStatus> <originator /><messageText /> (missing the originator information)
• OII logs: <processingStatus><id>2</id><description>Aktywne</description></processingStatus><originator /> 

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• SAP Contact Center 7.0
• SAP Customer Relationship Management 7.0 and higher
• SAP enhancement package for SAP Customer Relationship Management
• SAP enhancement package for SAP CRM, version for SAP HANA

SAP Contact Center, on-premise edition 7.0 ; SAP Customer Relationship Management 2007 ; 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 1 for SAP CRM 7.0 ; SAP enhancement package 2 for SAP CRM 7.0 ; SAP enhancement package 3 for SAP CRM 7.0 ; SAP enhancement package 4 for SAP CRM 7.0

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications, ICI e-mail, handle, handling, customer e-mails, emails, integration, OII, attachment, OII.ConvertEmail, ConvertEmail , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem