IC Focus

[sascha_roehm]

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

[corrine_guan]

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

[sascha_roehm]

Hello Corrine,

unfortunately we still haven't figured out the problem.

The note you are suggesting is looking for CRM_IC parameter CRM_IC_SUPRESS_KEYBOARD_REFRESH in customizing table SMOFPARSFA. We don't have this parameter at all.

This means we don't suppresss the popup to the foreground. Do you have any other idea of what could suppress or prevent the focus popup?

Best regards

Sascha

[Sigrid]

Hi Sascha,

Does this issue depend on the browser version? Does it work for all IE9 users and not for IE11?

Best Regards,
Sigrid

[sascha_roehm]

Hello Sigrid,

this was the first thing we checked but it is not dependent on the browser version. We do have users on IE9 where it is working and also ones where it is not working. We also compared and resetted the IE settings but it did not help.

Best regards

Sascha

[Sigrid]

Hi Sascha,

This is very strange - did you also compare the popup blocker settings?

Best Regards,
Sigrid

[sascha_roehm]

Yes, this has been checked, too.

Is there maybe something related to the IE window being just in the background or if it is minimized to the task bar?

Best regards

Sascha

[bruce_li]

Hi Sascha,

Did you try to reset the IE settings to see if IE can be always in foreground.

Also, make sure IE is the default Web browser, you can check by open IE->internet options->programs->default browser.

Best Regards,

Bruce

[sascha_roehm]

Hello Bruce,

we resetted the IE settings for the users but that did not solve the problem. In addition IE is the default browser for our agents because they do not have another browser available.

Does anybody have an idea if this issue is related to IE or SAP CRM? Are there any other settings in SAP CRM than the one mentioned by Corrine (CRM_IC_SUPRESS_KEYBOARD_REFRESH) that could affect the behaviour of the browser coming to the foreground when a call comes in?

Best regards

Sascha

[corrine_guan]

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