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Warm Transfer

Jan 16 at 02:14 PM


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We are using CRM 7.04 with Genesys CTI integration. We would like to do "warm transfer" to external number.

I have customize Chanel and queues in TRX: CRMM_IC_MCM_CCADM .

The problem is that the status in the Queues tab in the "Warm transfer" pop up at the toolbar in the IC Bus role is RED, so I can not choose "Dial".

Why there is red status?

Best regards


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2 Answers

Corrine Guan
Jan 18 at 01:45 AM

Hi Merav,

The queue status depends on the "getPresenceQueueInfo" command response from the communication management system (CMS) side.

Please set user parameter CRM_ICI_TRACELEVEL to XXX, and then let the agent logon CRM with the CTI connected. After that, check the ICI trace via T-code CRM_ICI_TRACE.

Then search "getPresenceQueueInfo" command result.

The rule is:

  • If the command response is completely empty, all queues configured in transaction CRMM_IC_MCM_CCADMX will be marked as active (green traffic light).
  • In case the command response contains info data about queues, only the queues marked as available in the response will be marked as active in the dial pad.

Please make sure the IDs (bracketed in <id> </id>) and descriptions (bracketed in <description> </description>) in ICI traces are the same as in your queues defined in CRMM_IC_MCM_CCADM.

Best regards, Corrine

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Trevor Ndobeni Jan 31 at 12:54 PM

Hi Eli,

We have the same issue currently since 2017 with Genesys CTI,I did all the configure and trace as Corrine is saying but the light is still "Red"

we can't transfer the call/email and Genesys Support team is assume the problem is SAP.I logged the Call with SAP i got same response as Corrine's one.

if you managed resolve please let me know how your Genesys team managed.



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