Hello. I have CRM + CCtr standard integration, but only auto allocation calls are offered in IC web. Is there a possibility to set hunt group calls alerting into IC web (CRM) and accpet these calls from IC Web?
I am afraid that is not possible mainly because of the nature of Hunt Group design and session handling capacity in CRM. I have created 2236825 to explain this in more detail.
I Hope this helps.
Best Regards,
Lloyd Goveia
IMPORTANT:
Please check the following SCN page for the latest Hot Fix releases for SAP Contact Center.
I would also like to have this feature supported, as we also have customer using this mode. I am not sure what is an assumed use case of Hunt Group, however, I feel that one use case could be employees, where agent role is their secondary task.
In my case, there is a small group of employees, who are not measured as agents, they do not need to maintain their presence profiles, they can leave their desk when needed, and their "supervisor" is actually also picking phone calls.
By definition, they do not get too many phone calls and controlling effectivty and capacity is not an issue. It is unlikely to have paralel phone calls from several queues.
In other words, they would be happy with deskphones and group phone number, yet once they answer the call they want to benefit from all features of CCtr/CRM integration - auto identification, recording and connecting to SAP data etc.
In the KB 2236825 , you are right about the exhausting of SAP CRM sessions. For the scenarios described above, it would enough if OII would only transfer the first active call, or if there would be an OII installation variable limiting concurrent phone calls in Hunt Group. Even better, this could also be maintained on user level, similar to Multichat section.
Thank you for your feedback. I personally feel the same way.
We are currently discussing this internally.
In my opinion, if such enhancement is released, there has to be a strong understanding that this can only be supported with certain scenarios.
I see no issues with non-multisession business roles being used in CRM; but with multi-session turned on, that would be a different story. I say this, because I can already see scenarios where some customers may want an agent to be serving in both Hunt Group mode queues and Auto-allocation mode queues and still preserve the IC multisession feature in CRM.
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