Call-list intergation SAP CRM and BCM

[Former Member]

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?

[former_member191104]

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