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Jan 18, 2019 at 04:01 PM

Telephone integration: End pushbutton doesn't clear phone number from previous interaction

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Hi,

Does anyone have a clue where we might look at the root cause of the following issue? We have ICI integration to CRM 7 WEB UI. Sometimes (in rare cases) it happens End pushbutton to not clear the customers phone number from the previous call. It seems that everything is cleared from the screen, however when you select another customer and press dial, the previous phone number is dialed again. We could not even simulate the problem. Could you suggest what could be checked in each modules?

1. CRM - End interaction ABAP

2. CTI configuration in CRM

3. Delay on network level, ICI, other channel

Any ideas are appreciated!

Thanks in advance!

Silvia