Hi,
We have a new external software vendor(CTI) who is providing IVR for our SAP enviorment. Our goal is to find the BP automatically in the Web IC. How ever it is searching the based on Caller Phone Number.
The external Vendor(CTI) is sending the Phone Call Changed event , it is hitting 3 times in the SAP & after that in the Web IC environment , it is going . There we have the class CL_CRMCMP_B_CUCOBUPA_IMPL. & trying find the BP based on Caller phone number, because it is thinking there is no Internal & External CAD data.
We are getting BP GUID in the phonecall_changed event, but still Web IC is searching through Caller Telephone number.& says " No Account Information Found".
We are not sure where is the issue is. Is the external CTI vendor should take care of this? OR we have to change this in SAP.I do not agree with the second option, because with the same settings(code & config) it is working with previous CTI vendor.
We have a live system by other CTI vendor, which is working fine with same code & configuration in SAP. Now we are changing the vendor & implmenting our contact center with new vendor(New CTI system).
WE have not used App ID & XSLT program in the current Prod version, but still it is working.
So if we are getting the BP guid in the CAD in the function module phonecall_changed, why in SAP it is searching through Telephone(Caller number)? It is thinking that Internal & External CAD is empty.
Pls suggest what we are missing here.
Thx so much for your help.
Thanks.
Sarma