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Former Member
Mar 02, 2009 at 11:23 AM

CTI integration (SAP CRM & SAP BCM)

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Hi

After completing integration steps (BCM & CRM), I get to see BCM queue details on CRM when I log-in. But I do not get Ready buttons in active state...it is greyed out. I can not click on 'Ready' button. Any idea ?

Following Settings on CRM IC performed..

  • SM59 for RFC connection (http connection to external server)

  • Define com mgmt software

  • software function profile to CRM business role IC_AGENT

  • CRMM_BCM_ADM

  • CRMM_IC_MCM_CCADM

  • CRMM_IC_MCM_CCLNK

On SAP BCM side, we are able to make internal calls.

Calls work fine with ICI simulator. When I have function profile CONTACTCENTER with SAPCCS (simulator) in business role , I get Ready /Not ready buttons in active mode. But with our communication management software profile, I can not select 'Ready' radio button.

We do get to see BCM queues on screen (bottom right side) with IC_AGENT. Connectivity test is ok. Only 'Ready/Not' ready buttons are greyed out.

It seems something is missing but can not figure out what ?

We are able to make internal calls on BCM. Parameter OII.IgnoreOperDirect on BCM is set as 1.

Pl Guide.

Thanks & regards,

Sam