CRM 7.0 EHP 4 - CTI Integration - screen transfer not working, different user profiles

[Former Member]

Hello,
at the moment we are implementing CTI integration and there is an issue in the use case of screen transfers between one user with an IC agent user profile and for example an SALESPRO user. Both user profiles are working with the CTI functionality.

If the IC Agent makes a cold screen transfer to the SALESPRO there seems to be an navigation issue while the saved order (interaction record) is not getting displayed at the SALESPRO but we end up at the BP factsheet and see a system message containing the order ID. So I guess in the background things are going right, but ther is an issue with the navigation.

So the question is: what is to be done (I guess at the navigation bar profile) of SALESPRO user to display the order directly when receiving the transfer from the different NON IC business role...

Ideas anyone?

Thanks and kind regards

Matthias

[corrine_guan · Accepted solution]

Hello Matthias,

Not sure if you have got the issue resolved.

Do you mean you are using CTI in IC business role and non-IC business role(in the business role definition, there is a profile type. Normally, IC role is 'B IC WebClient business role', non-IC role is 'C CRM WebClient business role' )?

If the problem is caused by the navigation bar profile as you said, it might be caused by the 'Define Generic Outbound Plug Mappings'. 'Object type' and 'Object action' will determine the component/view to display a transaction. In order to know which 'Object type' and 'Object Action' used, you can set breakpoint at CL_CRM_UI_NAVBAR_SRV->GET_NAVIGATION_INFO_FOR_DESC.

***However, please notice, interaction record will use IC view (ICCMP_BTSHEAD/BTSHeader) to display in an IC business role. But in non-IC business role, it might not because the 'object type' and 'object action' will be changed in non-iC business role due to some logics. Please check if method 'CL_CRM_UIU_BT_OBJ_MAPPER (method IS_INTERACTION_RECORD)' will be called in your scenario.

Best Regards, Corrine