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IC Focus

Hello SAP CRM fellows,

we are using the Interaction Center of SAP CRM for our Call Center and want to have the browser (Internet Explorer) to pop in the foreground when a call comes in. Currently this is not working for all our users but just for a few. We tried to figure out the differences between the users but were not able to identify how to activate/deactivate this funtionality.

Can anybody help us out and tell us what settings we have to make or undo to get this functionality?

We are using SAP CRM 7 EHP3 and mostly Internet Explorer 9. Some users are using Internet Explorer 11.

Best regards

Sascha

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  • Posted on Oct 12, 2015 at 07:05 AM

    Hello Sascha,

    Have you found out the reason ?

    Please read SAP Note :

    1715161 - CRM-IC: Window pops up in foreground during telephony action

    You don't need to implement this note , just read the 'resolution' part -- there is one setting for control the focus: maintain entries in SMOFPARSFA.

    Please check if the behavior differs between different business roles. If yes, maybe this is related.

    .

    Best Regards, Corrine

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    • Hello Sascha,

      If all users are using same business roles, frontend settings/situations are more suspicous.

      1. Would you please check what applications are being used when a call comes in. Does the issue also happen to some users even when the same applications are being used?

      2. If possible, please let a user change computer to check it. For example, the function works fine on user A's computer, but not work on user B's computer. Please let user B use User A's computer and logon the CRM using user B's own credential. Also, please let user A use user B's computer and logon the CRM using user A's own credential.

      Best Regards, Corrine

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