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

[silviap1]

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

[BGarcia · Accepted solution]

Hi Silvia,

My best suggestion is to turn on CRM_ICI_TRACE for a user that most likely can have this problem and try to analyze it afterwards. After you have the problem again, you can see on the ICI log if there's any kind of exception/error occurring around that time. If all okay there, I guess you can exclude this component and focus on the ABAP one.

Kind regards,
Garcia