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Fernando Rivas

Not allow to reject Inbound Call

Feb 21, 2018 at 08:58 PM | 62 Views

Dear Gurus,

We have integrated SAP Contact Center and SAP CRM, when the agent is getting an inbound call he can accept or reject the call.

We need that the call will be accept every time, I mean the agent must not have the option to reject the call.

Does some one know how we can do it?

Best regards,

SAP Contact Center
CRM Interaction Center
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3 Answers

  • Best Answer
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    Lloyd Goveia
    Feb 27, 2018 at 11:05 PM

    Hi Fernando,

    In addition to Bruno's recommendation, if you are using SAP Contact Center you will need to set the CDT startup parameter to autoanswer. Examples are included in the link. Also, with this you should not even require removing the reject button from the IC WebClient.

    Andrei also wrote a really great blog on this "Auto accept functionality in Interaction Center" , which you could also check.

    Hope this helps.

    Best regards
    Lloyd Goveia

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    Fernando Rivas
    Feb 23, 2018 at 03:59 AM

    Hi Garcia,

    Thanks for your answer.
    Our request is the call will be accept automatically by the agent.
    If we removed the reject button the agent has the option no accept the call, I mean The call has to be accept for the agent every time (automatically).


    Best regards,

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    Bruno Garcia
    Feb 22, 2018 at 06:53 AM

    Hi Fernando,

    I would just try to remove the 'reject' option from corresponding communication toolbar profile (that is in use by your business role) and see the result.

    You can access toolbar profile in SPRO > CRM > ICWC > Basic Functions > Communication Channels > Define toolbar profiles

    Kind regards,
    Garcia

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