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

[Former Member]

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

[former_member187604 · Accepted solution]

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.h...). 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.h...)

BR
-Lasse

[Former Member · Accepted solution]

Thanks Lasse for your reply  I tired most of your inputs however it didn't resolve..

Also, currently I'm working on bring the production system up and running and hence I didn't test this scenario in Q system. Will keep you posted soon.

-- AR

[Former Member · Accepted solution]

Hi Lasse,

Thank you so much for your reply.

I tried changing the settings to 10 minutes however, the alert in the CRM screen disappears after 2 minutes and never come up but the timer goes on... in CDT.

On checking help it says "Timeout for Contacts to be Picked or Rejected is 2 minutes and Answer Timeout for Queue Contacts 30 seconds, CDT rejects a queue contact after 30 seconds. CEM stops allocating it after 2 minutes. "

So 2 minutes is that best we could the call keeps alerts or is there a way around it ?

Please find the attached setting. Kindly suggest.

- AR

[former_member187604 · Accepted solution]

Hi Rahaman

This might be one of the "less simple" settings as it can be adjusted from quite a few different places. The linked help page actually mentioned: "The settings that are marked with an asterisk (*) are typically defined for the channel, see Configuring Channel Settings."

Please try setting it at channel, queue and user template level to certain values and run some test to see how the changes affect.

BR
-Lasse

[Former Member]

Dear Experts..

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

Thanks

[grace_xin]

Hi Rahaman,

Have you tried to collect and read the ICI trace?  Is there any findings?

Best Regards,

Grace