on 03-27-2014 7:00 AM
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 ,
Rika
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,
Sigrid
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Hello Sigrid ,
Thank you for your help , I've red this materials .
I tried to enable multisessioning in my CMS Profile , But once I try to open additional session I still get a screen :
You currently have an IC WebClient session open with communication channel services active. Communication channel services can only be active in one session. Select one of the following to continue.
Activate communication channel services in this session and end communication channel services in the first session |
Keep communication channel services active in the first session and continue this session without communication channel services |
Cancel this session. Keep communication channel services active in the first session |
Is there additional settings?
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