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Pop up inccoming call SAP Interaction Center

Hi experts,

We recently implemented SAP CC and we have a problem.

When the user has the Interaction Center window in the background and receives an incoming call, the SAP Interaction Center does not have a primary entry. We need that this window pop up to the foreground when the user receives an incoming call.

This does not happen on all computers, only on some.

any suggestions?

Thanks in advance!

Kind regards

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2 Answers

  • Aug 31, 2018 at 03:15 PM

    Hi Álvaro,

    Please refer to KBA 2482090 - How to make CDT softphone always be on top of other windows - SAP Contact Center

    Best regards,
    Lloyd Goveia

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    • Hi Alvaro,

      I see what you mean. I thought you were referring to SAP Contact Center, which is the tag this question was posted under.

      First you I would suggest you check SAP Note 1715161 describes how you can control whether or not the Browser Window with the SAP Interaction Center application will automatically be moved to the fore ground (window focus) on incoming communication process events, specially in the case the SMOFPARSEFA has been set to suppress the focus of the call. Check note (2649915 - SAP Interaction Center: highlighting of inbound call) for more information.

      Hope this helps.

      Lloyd

  • Sep 26, 2018 at 11:01 AM

    Hi Alvaro,

    There was a new parameter introduced for forcing the incoming call to be on an active tab -

    IC_MS_AUTO_OPEN

    https://launchpad.support.sap.com/#/notes/2450370

    Check the note out for details, and give it a try. It's working great for us, but our advisors usually have the Interaction Center always visible on one screen (they use up to 3 screens).

    HTH,

    Sham

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