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2955036 - SAP Contact Center/SAP CRM - Wrap Up is not initiated automatically in CRM

Symptom

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.

  • After a call has ended, CRM does not go into wrap-up mode
  • On the other hand, CDT goes into wrap-up mode
  • Looking at the ICI trace in CRM, you noticed that the wrap-up mode is set to "2", which means the wrap-up request is manual and that it is initiated in CRM:
    </workmodes>
    <wrapUpMode>2</wrapUpMode>


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

Keywords

Business Communication Management 7.0, Integration, Telephony, ICI, CCI, CCtr , KBA , CRM-CCI , Contact Center Infrastructure , CRM-IC-CHA-TEL , Telephony Integration , Problem

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