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SAP Contact Center - CRM email integration problem

Nov 23, 2016 at 02:08 PM

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Hi Experts,

I'm facing a problem in ICI email integration scenario.

In CRM webUI IC Agent accept incoming email from the email queue, confirm partner, fill interaction record. During this time Email have been opened in CDT interface. When IC Agent "End" interaction in CRM and email is closed in CDT. Agent status is "Ready" (it has not changed) but new emails don't come from queues, before Agent switch status manualy to ->"Not Ready"->"Ready".

How can I fix it?

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2 Answers

Ruslan Cheriev Dec 19, 2016 at 08:36 PM
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We have exactly same problem, and i had create an incident of that case. Wait for result.

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Grace Xin
Dec 09, 2016 at 02:03 AM
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Hi,

Have you checked the OII log? Is there any error?

Best Regards,

Grace

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Hi Grace,

Yes, I've checked the OII log and there is no error.

When button "End" have been pushed, CRM successfully send <delete> action and receive <messageChanged> with status = 4 "Ended".

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