Experts,
We were previously on CRM 7.0 EHP1. We just moved to EHP2 in our prod env. Since then, "some" of our call center reps report the following:
Some do not get any screen pops. ICweb does correctly log her into her
phone and her phone does go to "ready", and they see her telephony
buttons. but when a call comes to her phone, it does not POP to the
ICweb screen. They have to manually enter the account number..
WEBCUIF 731 0005 SAPK-73105INWEBCUIF
BBPCRM 702 0005 SAPKU70205
some of what I see in that ICI trace:
Exception CX_BCB_EXCEPTION
Exception text
Message class 0
message number 7
message (ICI Error occurred in method CL_BCB_ITEM->REROUTE)
Exception CX_CRM_ICI_EXCEPTION
Message class 2
message number 5
message REROUTE capability is absent for item
Id=[3183f832:13e17f7638b:-2a],interaction
id=[Phonecall-7322-008202267a2b9b54], itemStatus=[3],
processingStatus=[2], aliasContainer=[7322] media=[0],
container=[7322]
Program name CL_ICI_SOAP_DELEGATE==========CP
Include name CRM_SOAPINCL_TRANSPORT_IMPL
row number 958
we use Genesys PLUS between SAP and our CTI system/switch
Gplus Adapter for mySAP ICI Multi-Channel</name>
<version>7.5.100.33</version>
Really, I need to know from you guys if you think this is SAP or genesys issue? If genesys, I can take that up with our vendor, but if SAP I really need some help!
I have checked every which way in the marketplace/SCN for a note but can't find anything.
Thanks!
NICK