Disable Not Ready option in SAP CRM when integrated with SAP Contact Center

[former_member340454]

Hello guys,

I want to disable the buttons "Not Ready" on SAP CRM site, so the user only can change the status on CDT, I had already made the change on SC (CCtr), now the user can only change to "Not ready" selecting the presence reason.

Is there a way to prevent the user to change to "Not Ready" on SAP CRM side?

Thank you

Rodrigo Lucas

[reyes_piqueras · Accepted solution]

Hi Rodrigo,

There is no standard way to do it. Take into account, when using integrated environment (CRM + SAP CCtr), the user should change workmode in CRM and not in CDT. As per Integrated Communication Interface (ICI) documentation, the only three standard wokmodes available for all CTI partners are:

1 = Logged off
2 = Logged on - ready
3 = Logged on - not ready

And any CTI must send those workmodes to CRM

It's better to train users or monitor them to avoid such situation at agent's side

Best regards

Reyes

[former_member340454]

Hi Reyes,

Thanks for answer my question.

I will follow your recommendations.

Thank you.

Best regards

Rodrigo