SAP Knowledge Base Article - Preview

3017119 - Blind or cold transfers causes the Interaction Center screen to refresh after the transfer is done

Symptom

  • While an agent is performing a blind/cold transfer to another destination, the Interaction Center web client (ICWC) refreshes automatically
  • After the ICWC refresh, the system could lose synchronization with the CTI
  • The issue happens when using the so called IC Multisession feature 


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Environment

  • 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

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 ; SAP enhancement package for SAP CRM, version for SAP HANA all versions

Keywords

CRM, ICI, Forward, Restar, workmode, Computer Telephony, Genesys, Avaya, Synchronization, blind transfer, integration, SAM_SessionQueueReceiver.enqueueMessage, icwc_sam_message_listener , KBA , CRM-IC-CHA , Communication Channels , CRM-IC-CHA-TEL , Telephony Integration , Problem

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