Skip to Content
author's profile photo Former Member
Former Member

Multiple sessions

Hello ,

We are going to implement CTI integration CRM and Cisco.

The problem is that our agents used to work in several CRM sessions.

The requirement is to be connected to communication system in all open sessions.

For example:

Agent get incoming phone => Customer 1 data displayed on IC Web screen => agent finish conversation with customer 1 (end call) but BP is still confirmed (agent should continue to document interaction, issue a quotation) . Agent should have a possibility to get a new incoming call in different CRM session – including second customer details.

Can this scenario be implemented?

In our DEV systems every time I open a new CRM session I have no possibility to open more than one session with communication system connected.

Regards ,


Add a comment
10|10000 characters needed characters exceeded

Assigned Tags

Related questions

1 Answer

  • Posted on Mar 27, 2014 at 10:16 AM

    Hello Rika,

    For this purpose Multi-session scenario for CRM IC has been developed. You might check SAP Library Multisessioning - Interaction Center WebClient - SAP Library for further information.

    Best Regards,


    Add a comment
    10|10000 characters needed characters exceeded

Before answering

You should only submit an answer when you are proposing a solution to the poster's problem. If you want the poster to clarify the question or provide more information, please leave a comment instead, requesting additional details. When answering, please include specifics, such as step-by-step instructions, context for the solution, and links to useful resources. Also, please make sure that you answer complies with our Rules of Engagement.
You must be Logged in to submit an answer.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MB each and 10.5 MB total.