telephony buttons switch to "not ready" and error in ICI_TRACE
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...
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KBAs, Notes and Other Stuff for CRM IC
Collection of stuff for CRM Interaction Center! To be extended....! If it is not in the list, it does not mean that it does not exist! It might be that it was just not added Last Update:May 2015:...
View ArticleContext transfer not happening during call transfer
Hello , Context transfer not happening during warm transfer , consult , blind transfer of call. We are able to transfer calls from agent to agent , but the context or the screen in the Agent 1 screen...
View ArticleInteractive Script Editor
Dear Champs !!!, i am going to create Interactive Script in IC-Manager Role. Initially i got an error of Java plug in than i install updated version of Java .But now after installation of Java when i...
View ArticleCTI Problem in inbound call scenario with Siemens OpenScape Contact Center (CMS)
Hello Experts, we are working on a SAP CRM 7.0 EhP 2 with CTI to a CMS from Siemens (OpenScape Contact Center).The basic integration works perfect, so that agents get informed about incoming calls in...
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STRING_OFFSET_TOO_LARGE Exception
Hi All, When i am creating a Service Confirmation in standard IC AGENT Role, in line items i have maintained End of Work date and Time. After maintaining date and time, clicked on Back button. An...
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The useful method and table to analyze the "delete, route, reassign, set to...
If you have issues when you try to do "delete", "Assign To", "Route To", "Forward", "Set to Complete" in Email Workbench(see following screen), where we can start to do the debugging. What is the...
View ArticleHow to read the Email To Address from Address independent data in service...
Hi,I am new to Email functionality.when we click mailsender button on service request overview page, it will display the email screen. Here for To Address field i want to read the email address from...
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Sort Custom Field before display in Result List for Search by Premise Number
Hi All , I have added 3 custom Field in Result List ( CA, CA Status (Green,Red,Amber), Move-In-Move-out Date ).Before display on screen, its should be sorted based on Ca Status. first should be Green...
View ArticleAnalysis and Analytics: The Big Picture
The two business terms “analysis” and “analytics” are often used interchangeably, despite the fact that each has distinct characteristics of its own.... Analysis and Analytics: The Big...
View ArticleChanging Workflow Item Number Range
Hi Experts, We have an SAP CRM IC implementation and when the agent searches in Inbox with a unique Object ID, there are two values returned - one for emails (which is a workflow item number) and other...
View Articlelocked service request in agents inbox
We have made the copy of transactions "Problem" and "Incident" and configured related settings regarding that.We are linking and locking them as our scenarios and it seems to work fine. The issue is...
View ArticleWhen we use Interactive Scripts in Agent Inbox in SAP CRM Interaction Center ?
Hi experts, Could you please tell me when we use interactive scripts in Agent Inbox? RegardsKishor Kumar
View ArticleWay to Bypass the issue of not finding a Unique BP in ERMS
Hello Everyone,Our business requirement is that we have to create an Interaction record from ERMS using service profile. It is happening but the requirement is that we want the system to create an...
View ArticleAvaya EMC with SAP CRM
Hi All, We need to integrate Avaya EMC Contact center application with SAP CRM 7.0, I would really appreciate if any one has come across or done CTI integration with Avaya EMC for e-mails routing. Kumar
View ArticleDefault product in service tickets
Hi all, We have made a new transaction for service tickets and have a requirement to make product ("investigation ") default in that, in order to calculate SLA. We have already checked the SLA...
View ArticleCustom details in CTI- Communication Box
Hi,We got requirement in IC_Agent business role. In CTI toolbox there 3 boxes one is to display Confirmed account details second is to display user Alerts Third is to display technical information...
View ArticleHow to change the navigation bar profile from left to right on CRM web ui...
Hi, I want to change the appearance of navigation bar profile which is by default on left side of the screen but i want to move that one to right side of the screen. can anyone please let me know how...
View ArticleField value is not loading on first go..
Hi Experts, We have scenario where if we open Service Request/Transaction in that one field is not loading with value where as if we open it again second time its loading.the field is Drop down type...
View ArticleERMS rule policy - Change status to PRO
Dear All, We have ERMS rule policy configured in your system.´ We are now routing incoming emails to the service request responsible or to organizational unit if there is no service request...
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