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author's profile photo Former Member
Former Member

End button functionality

Hello, dear Gurus!

My recent task is impementing integration between SAP CRM and non sertified communication managment system.

Tracing messagies (using CRM_ICI_TRACE transaction) sent during the phone call I've noticed that no messages were sent when I've pressed the END button to end my interaction (end call and refresh agent interface).

So my CMS will continue sending me new calls although I havn't finished processing my old call yet.

When I press the Hang up button the dropCall ici meccage is generated.

Is there any customising alowing me to change the END button functionalyty letting me to send cms message (dropCall, for example) to change call and agent status pushing the END button?

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  • author's profile photo Former Member
    Former Member
    Posted on Jun 20, 2016 at 12:16 PM

    Hello Kirill,

    SAP suppose, that during one call you can process more customers - ie. one caller wants to deal own account, his wife, etc and all is during one telephone.

    If you hang up call before you press END, SAP send notification to telephony about finished interaction. Then you can obtain new call. So user should finish call before they press button END.

    With regards,


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