SAP Contact Center CAD not retrieved on CRM webui workcenter, However it is visible in CRM_ICI_Trace

[Former Member]

Hi All,

We are facing issue while retrieving Contact attached data in CRM. We have done all settings as per SAP CRM BCM 7 integration guide.

Item attached data getting transferred from Contact center to CRM through CRM_ICI_Trace. However the same is not getting populated on CRM webui screen Contact Attached data (IC_CAD) WorkCentre. Even checked in debugging the CAD is not populated under class CL_IC_CAD_DATA_PROCESS -> GET_CMS_DATA.

Please check below ICI trace fro reference.

<?xml version="1.0" encoding="UTF-8"?>

-<soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">

-<soap:Header>

<language xmlns="urn:IciEventInterface">EN</language>

<user xmlns="urn:IciEventInterface">******</user>

</soap:Header>

-<soap:Body>

-<phoneCallChanged xmlns="urn:IciEventInterface">

-<appIds>

<item>E26E9A1A09731EE7A1C78B5FE9681102</item>

</appIds>

-<phoneCall>

<lineNumber>+3***</lineNumber>

<callHandle>CAAEAD893986E711BA64D4AE52C05934</callHandle>

-<processingStatus>

<id>2</id>

<description>Active</description>

</processingStatus>

-<remoteNumbers>

<item>+2*********</item>

</remoteNumbers>

<dialedNumber>+3***</dialedNumber>

-<callStatus>

<id>3</id>

<description>Alerting</description>

</callStatus>

-<capabilityList>

<item>4</item>

<item>6</item>

<item>7</item>

<item>8</item>

<item>1</item>

<item>2</item>

<item>109</item>

<item>110</item>

</capabilityList>

<inbound>true</inbound>

<internal>false</internal>

<attachedData><ItemAttachedData><Application id="SAP_BCM/OII"><BNumberName>9CF84EDA-E147-48A5-9E23-A6B4B6518089</BNumberName><OrigQueue>9CF84EDA-E147-48A5-9E23-A6B4B6518089</OrigQueue><FirstBNumber>8500</FirstBNumber><SIP_CALL_ID>4850AFD86BDAF84CAC8DFFCD29FD4BA8</SIP_CALL_ID><CALL_ID>4850AFD86BDAF84CAC8DFFCD29FD4BA8</CALL_ID><FirstBName>9CF84EDA-E147-48A5-9E23-A6B4B6518089</FirstBName></Application></ItemAttachedData></attachedData>

<trunkId xsi:nil="true"/>

</phoneCall>

</phoneCallChanged>

</soap:Body>

</soap:Envelope>

Regards,

Nikhil JS

[lloyd_goveia]

Hi Nikhil,

Please refer to KBA

2528741 - Contact Attached data from SAP Contact Center is not displaying in CRM IC WebClient

Best regards,

Lloyd Goveia