Skip to Content
0
Former Member
Apr 15, 2014 at 10:36 AM

Agent not getting ready in CRM Web UI screen

120 Views

Dear Team,

I am facing an strange issue in SAP CRM IC that has been integrated with SAP BCM 7.6.100. The agent is not getting ready in the crm ic how ever in the BCM it is ready .

when i try forcibly to change the status in the crm , it resets back to the status "phone is not opened"

I have checked my RFC's TCP/IP and HTTP , both are working fine .

Also i have checked the CRM IC trace and i can see the BCM queues . The issue is that the work mode for the ready is 2 and for the "phone not open " is 1000

But , in the IC i can see the current work mode is 3

Don't know what point i am leaving , your inputs are needed .

Below are the screen shots and the IC trace for reference


1. Current workmode

<?xml version="1.0" encoding="UTF-8" ?>

- <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">

- <SOAP-ENV:Header>

<pre:user xmlns:pre="urn:IciUserInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">PWCCR</pre:user>

<pre:language xmlns:pre="urn:IciUserInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">EN</pre:language>

</SOAP-ENV:Header>

- <SOAP-ENV:Body>

- <ns0:setCurrentWorkmode xmlns:ns0="urn:IciUserInterface">

<userId xmlns="urn:IciUserInterface">"mycurrentuser"</userId>

<workmode xmlns="urn:IciUserInterface">3</workmode>

</ns0:setCurrentWorkmode>

</SOAP-ENV:Body>

</SOAP-ENV:Envelope>

Attachments

OII setting.jpg (75.5 kB)
crm_Ic.jpg (61.3 kB)