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Call-list intergation SAP CRM and BCM

Hi experts!

Task:

  1. Configure integration processing call lists between CRM and BCM.
  2. Handle a call in the CRM on call-list of BCM, and then synchronize the data to BCM. Processing must be in SAP CRM one window without having to go to the BCM.

Customizing:

  1. Configure integration call-list from SAP CRM to the BCM. Call lists are created in the CRM and synchronized with the BCM – ок;
  2. When you start the call-list from BCM call comes in SAP CRM – ок;
  3. When processing a call in on the side of BCM CDT application and issuing status, the status is synchronized to the CRM call-list – ок;

Questions:

  1. After end of the call (client\user hung up) in CRM don’t remain in wrap-up mode, but in BCM CDT call in wrap-up. How to make that in the CRM user remained in wrap-up mode?
  2. When set call status in CRM (rescheduling call), there is no synchronization to BCM. How to make that synchronization status call from CRM to BCM?
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1 Answer

  • Mar 30, 2017 at 02:01 PM

    Hi Igor,
    If your still facing the issue can go through the KBA notes which explain your queries. Also check the provided hotfixes.

    2152251 - Workmode status between CRM Interaction Center and SAP Contact Center CDT is not the same [VIDEO]

    Best Regards,
    David
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