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Filling CDT Callback script from CRM IC interface

Sep 13, 2017 at 11:01 AM

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Hello All,

I've activated the callback functionality in SAP Contact Center (7.0.10.17) and seems to work fine, but now I would like to allow the agent on the phone to interact only with the CRM IC interface: mainly I need to avoid the fill of the callback script from CDT after the callback is answered.

Any suggestion?

Thank you.

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1 Answer

Jukka Suhonen
Dec 04, 2017 at 01:10 PM
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Hi Paolo,

The callback script is mandatory part of the functionality. Without that system is not able to define if callback attempt has succeeded or not. Please see more from this help page.

I'm not aware how that could be handled in CRM IC.

Br,
Jukka

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