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Call alert is getting disappeared after every 20 minutes and reappearing after few seconds delay - SAP CRM BCM Cctr

Dear Experts,

Something strange happening during the incoming call...

When the call comes IN the alert disappears after every 20 seconds and the alert count start from the beginning after few seconds delay after every 20 sec however CDT it shows the exact time the customer is waiting (in alert).

Please find the attached screenshots from SAP CRM and CDT. Kindly suggest.

Thanks

Rahaman

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  • Best Answer
    Posted on Jul 05, 2016 at 07:33 AM

    Hello Rahaman,

    based on the images, might you be comparing different things, queueing time of contacts vs. how long a single contact has been alerting to a user at that moment? The value in the CDT.png is max. waiting time = longest queueing time of (all) contacts in that queue (see e.g. http://help.sap.com/saphelp_contact-center70/helpdata/en/0d/c16558801f4c43b9e7b3bc08878c95/content.htm). Testing with several contacts/users at a time could help get better insight.

    As to why the alerting contact "disasappears" every 20 seconds, start by checking your "Answer Timeout for Queue Contacts" and "Timeout for Contacts to be Picked or Rejected" configurations on the CCtr side (see e.g. http://help.sap.com/saphelp_contact-center70/helpdata/en/f8/1a8cc22fe14308800833b9099dadb4/content.htm?frameset=/en/05/9ee210a4164c33b6fd3cad92e6bf73/frameset.htm&current_toc=/en/2c/ce69b004ef40438f34a49d579d2508/plain.htm&node_id=223)

    BR
    -Lasse

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  • author's profile photo Former Member
    Former Member
    Posted on Jul 03, 2016 at 07:19 AM

    Dear Experts..

    Anyone would like to share your expertise here in resolving this issue.. pls do the needful ?

    Thanks

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