CRM IC webclient Warm Transfer
Hi Guru's,
We are using CRM 2007 with genesys CTI in local government implementation. We are able to transfer customer information from Agent1 to Agent2, but the original interaction record(IR) is not transfered to Agent2. When the call is tranfered to Agent2 a new interaction record is created, the previous IR (Agent1's IR) can be picked up from the interaction history.
Below is the flow:
1) During the conversation between the ICAgent1 with the customer, the ICAgent1 click on "Warm Transfer" button
2) Popup with all Queues appears and ICAgent1 select the ICAgent2's queue and click on the Dial button on the popup
3) The ICAgent2 user accept the call , conversation starts between the ICAgent1 and the ICAgent2, customer details popup on ICagent2's screen, the customer remains on Hold.
4) The ICAgent1 selects "Transfer" button in the Queues popup, customer gets connected to ICAgent2.
5) Agent clicks on End button to end interaction.
Is it possible to pass the IR created by Agent1 to Agent2 using Warm transfer?
Regards,
Sam
Hi Gabriel,
We are on a higher SP level, so the note is not relevant. As described in my post, we are able to sent the customer ID details accross to Agent2, however the original interaction record(created by Agent1) is not used by Agent2. when the call gets transfered CRM presents a new interaction record for the customer.
We would like the Agent2 to use the same interaction record created by Agent1. I understand this is a standard feature.
Regards,
Sam.
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6 lignes sélectionnées -
Getting error type RABAX_STATE in CRM 2007 Webclient
Hi,
We have installed CRM 2007 and upgraded the patchlevel of BBPCRM to SP2. After the patch upgrade we are getting type RABAX_STATE error after we log in through Webclient. We get no errors while logging through SAP GUI. Before the upgradation we were successfully able to login through Webclient. The details of error screen is as follows:
Error when processing your request
What has happened?
The URL http://coevhpa4.coekc.com:8000/sap/bc/bsp/sap/crm_ui_frame/BSPWDApplication.do was not called due to an error.
Note
The following error text was processed in the system CR7 : Syntax error in program CL_BSP_WD_CONTEXT_NODE_TREE===CP .
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If the termination type was RABAX_STATE, then you can find more information on the cause of the termination in the system CR7 in transaction ST22.
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If you do not yet have a user ID, contact your system administrator.
Error code: ICF-IE-http -c: 100 -u: SUMSENGU -l: E -s: CR7 -i: coevhpa4_CR7_00 -w: 2 -d: 20080422 -t: 021218 -v: RABAX_STATE -e: SYNTAX_ERROR
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Your SAP Internet Communication Framework Team
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