Experts,
I'm researching a problem in our PROD environment. A CSR is complaining about their telephony buttons changing from "ready" to "not ready" while in ICweb.
I searched their ICI_TRACE and see this:
Exception CX_CRM_ICI_EXCEPTION
Message class 1
message number 15
message Area Code: 1, Error Code: 15
Program name CL_ICI_SOAP_DELEGATE==========CP
Include name CRM_SOAPINCL_TRANSPORT_IMPL
row number 942
Exception CX_BCB_EXCEPTION
Exception text
Message class 0
message number 7
message (ICI Error occurred in method CL_BCB_SYSTEM->GET_WORKCENTER)
we are currently on CRM2007 SP6.
We use Geneys GPLUS ICI adapter:
Gplus Adapter for mySAP ICI Multi-Channel</name>
<version>7.5.100.27
I'm really not sure what the end-user is doing that leads up to this error. I've done OSS and SDN thread searches for this error.
Any Ideas where to start, other than contacting CTI vender Genesys? I've already contacted our 3rd party company that provides that service, but I don't want to wait if there is something I can do on my end...
Thanks,
NICK