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Multiple sessions

Former Member
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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

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Answers (1)

Answers (1)

Sigrid
Product and Topic Expert
Product and Topic Expert
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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

Former Member
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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?

Sigrid
Product and Topic Expert
Product and Topic Expert
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Did you use "New Session" button in the CRM IC toolbar to open the second session?

Former Member
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Hi ,

I didn't find this button available in IMG activity "Define Toolbar Profiles" ,

so i just open a new IE tab page.

We are using CRM 7 EHP 2.

Should I define a new button?

Former Member
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Hi Rika,

Did you activate the CRM_IC_CEBP business function?

Nick.