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Former Member
Mar 07, 2011 at 06:36 AM

CRM - CTI Integration

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Dear Experts,

I am trying to integrate CRM Web Client and CTI (Aastra) and i am facing some challenges like:

Settings done:

1. In BCB - 2 Connection IDs, 1. CCS UI and 2. Connection details related to the CTI which is also the DEFAULT CONNECTION.

2. Business Role - ZXXX which has Function Profile - Contact Center which is also the same Business Role i logged in to.

3. In Web Client, Ready / Not Ready buttons are active for my USER ID.

4. For the CTI, i have a Desktop Manager (Aastra) installed in my system and it has username, password and telephone number. I am using the same username to login to CRM ICWC.

5. After initiating a call, I am unable to see any impact on the screen.

6. I ran a trace in CRM_ICI_TRACE and its showing the telephone number and email id which is defined in the CCS like kalees at ccs dot com and telephone: +15550001.

  • My question is, the trace is supposed to show the details abt CTI (Default Connection ID as per BCB) but its showing error with CCS information.******

Please find below the trace details :

=============================

<get workcentercapability> below this in the <userchanged>, it shows:

<?xml version="1.0" encoding="UTF-8" ?>

- http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi=" http://www.w3.org/2001/XMLSchema-instance" xmlns:xs=" http://www.w3.org/2001/XMLSchema">

- <SOAP-ENV:Header>

<user xmlns="urn:IciEventInterface">CCS</user>

<language xmlns="urn:IciEventInterface">EN</language>

- http://www.sap.com/webas/630/soap/features/session/">

<enableSession>true</enableSession>

</sapsess:Session>

</SOAP-ENV:Header>

- <SOAP-ENV:Body>

- <ns1:userChanged xmlns:ns1="urn:IciEventInterface">

- <appIds>

<item>4D7337B4C2BD40CFE10080000A03C817</item>

</appIds>

- <user>

<userId>KALEES</userId>

- <currentWorkmode>

<id>3</id>

<description>Not Ready</description>

</currentWorkmode>

- <workmodes>

- <item>

<id>1</id>

<description>Logged Off</description>

</item>

- <item>

<id>3</id>

<description>Not Ready</description>

</item>

- <item>

<id>2</id>

<description>Ready</description>

</item>

</workmodes>

<wrapUpMode>2</wrapUpMode>

- <currentChannels>

- <item>

<id>1</id>

<description>Telephony</description>

</item>

- <item>

<id>2</id>

<description>E-mail</description>

</item>

- <item>

<id>3</id>

<description>Chat</description>

</item>

</currentChannels>

- <channels>

- <item>

<id>1</id>

<description>Telephony</description>

</item>

- <item>

<id>2</id>

<description>E-mail</description>

</item>

- <item>

<id>3</id>

<description>Chat</description>

</item>

</channels>

- <currentQueues>

- <item>

<id>A</id>

<description>Hotline</description>

</item>

- <item>

<id>B</id>

<description>Order Entry</description>

</item>

- <item>

<id>C</id>

<description>Infoline</description>

</item>

</currentQueues>

- <queues>

- <item>

<id>A</id>

<description>Hotline</description>

</item>

- <item>

<id>B</id>

<description>Order Entry</description>

</item>

- <item>

<id>C</id>

<description>Infoline</description>

</item>

</queues>

- <addresses>

- <item>

<address>KALEES at ccs dot com</address>

<channel>2</channel>

</item>

- <item>

<address>KALEES at ccs dot com</address>

<channel>3</channel>

</item>

- <item>

<address>+15550001</address>

<channel>1</channel>

</item>

</addresses>

</user>

</ns1:userChanged>

</SOAP-ENV:Body>

</SOAP-ENV:Envelope>