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>