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Redirecting to C4C screen on call reception in C4C

Dear Experts,

There was one issue faced by the Call Center Agents in C4C-CTI integration. Suppose users are on a different window than C4C (say outlook to check their mail) and a call has been received in C4C. By the time, users are navigating to C4C screen and seeing the details of the customer, there is some delay which is affecting customer experience.


Kindly clarify if there is a configuration setting to automatically open the C4C window when the agent is in a different window so that the agent can directly view the customer details and hence avoid a delay in responding to the customer, instead of opening it manually.


Please call me on below number if any discussion is needed on this.

Regards
Vishwas P
+91-9741900858

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  • Posted on Jul 04, 2019 at 01:31 PM

    Dear Vishwas,

    At the moment there is currently no such option. We would kindly ask you to submit this idea on our Customer Influence portal:

    https://influence.sap.com/SAPCloudforCustomer

    Regards,

    Paula

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