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.

Similar Messages

  • CRM-IC freezes during warm transfer

    Hello again,
    I have a problem with our integrated IC/Contact Centre setup.  We have several of our Agents who are reporting an intermittent issue whereby the IC web interface is freezing when they are completing a warm transfer.  There doesn't seem to be any particular pattern to this, it just happens now and again, a few times a day for some Agents. Some other Agents do not get the issue.  The Contact Centre Agent is version 7.0.7.14 and the CDT is running on IE10.  We have tried resetting profiles and IE to defaults to no avail.
    I would appreciate some advice on where to start with troubleshooting this. I have enabled detailed logging on the CDT but the logs do not reveal any particular errors that I can see.  On the Contact Centre server itself, which would be the best log to look at for something like this - or does it need to be approached from the CRM-IC angle? Or both?
    Any advice, pointers in the right direction would be most welcome as always.
    With best wishes,
    Adele

    Hello, this issue is still outstanding for us and causing quite a few headaches.  I had a look at the OII logs as advised but have come up with nothing that I can attribute to the precise issue/timings (though I'll readily admit to not knowing what I'm looking for exactly). Our SAP guys here are going to run the ICI traces that Thomas mentions and hopefully that will reveal some clues.
    The issue is occurring when Agents are carrying out searches for BPs in CRM-IC now as well. For example at the point at which a call is ended, the IC freezes, or when searching for a BP, or when putting callers on/off from hold.
    I had a look at the event logs on one of the PCs and there are instances of IE having 'stopped interacting with Windows' but the error codes turn up nothing useful - these are general errors.  The CDT logs for the person experiencing the crashes also does not have any clues.
    I checked also for Windows updates to see if there had maybe been one that could have caused an IE problem - for example as detailed here:https://websmp130.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/sno/ui_entry/entry.htm?param=69765F6D6F64653D3030312669765F7361706E6F7465735F6E756D6265723D3230353734393926
    This particular problematic patch isn't on our PCs.
    If anyone has any further advice to help with troubleshooting, I would be most grateful.
    With thanks,
    Adele

  • Crm IC Webclient  Integration with MS Exchange

    Hi
    Can someone please help me with configuration/customization documents on crm IC Webclient Integration with MS Exchange. Please email me at [email protected]
    Thanks
    Abhijit

    Hi,
    Telephone is PBX system. In order to connect the telephone system to SAP Phone(CRM system), you need CTI Server. CTI enables the integration to ICI of CRM System using XML/SOAP protocols.
    ANI module is a part of the Telephone system which enables to identify the customer number in CRM application. In other words, as you said, it is the phone system passing the phone no. of the calling person to CRM system. CAD generated on the IVR module part of telephone system).
    CTI transfers the CAD to CRM and BP is displayed in the Interaction Center.
    Hope this helps your understanding. Please give points if so.
    Thanks,
    John

  • Not able to create an Incident/Service ticket in CRM IC webclient

    Hi,
    I am trying to create an incident/create a service ticket in CRM IC Webclient.All the fileds are grayed out.
    Can anyone tell me what could be the reason.

    Hi Nirsanti,
    Could you please check the user is having  the following roles or not(Check in suo1).
    SAP_CRM_UIU_IC_ITSDAGENT
    SAP_CRM_UIU_FRAMEWORK
    To create the indicent,user should be assigned to position  which is having business role IC_ITSDAGENT(IT Service Desk Agent) to an organisational structure.Please let me know if you need any other help.
    Best Regards,
    Silpa.T

  • Enhancements in CRM IC Webclient

    Hi,
    We are using SAP CRM Webclient as UI for backend ISU system to achieve Utility specific Customer service scenarios. There are lot of Enhancements happening in ISU Backend processes.
    My question: How do we realize these enhancments in CRM  IC Webclient? Does every enhancment done in backend requires an UI enhancment in IC Webclient? This will be a too much technical enhancments.  Is SAP CRM IC Webclient designed this way ?
    Please guide.
    Thanks,
    Shaik

    Hi,
    Creating a new BOL from scratch is a huge development task.
    I can tell you some steps which can guide you initially:-
    a) You need to define your bol component first.This bol component is then assigned to a component set e.g ONEORDER is a component set in CRM.
    b) You need to make an entry of this bol component in spro->SAP Reference IMG->Customer Relationship Management->CRM Cross-Application Components->Generic Interaction Layer/Object Layer->Basic Settings...
    c) Here you also mention the corresponding BOL/GENIL Class for that component
    d) Now assign this component to a component set.You can also create your own component set.
    e) Create the new BOL/GENIL Class.This should inherit the class-CL_CRM_GENIL_ABSTR_COMPONENT.This abstract class contain all the methods that need to be implemented for the BOL/GENIL functions like-Create,Save,Lock etc.
    f)Two of the most important methods that define the BOL Structure are-GET_MODEL and GET_OBJECT_PROPS.
    g) GET_MODEL defines the relationship and cardinality while GET_OBJECT_PROPS define the attribute structure of each BOL Object.
    For refrence you can follow the SAMPLE Component and corresponding GENIL Class-CL_CRM_GENIL_SAMPLE_COMP.
    To open the BOL Component Set, you can use the transaction  GENIL_MODEL_BROWSER. Here you give the name of your Component Set and it will display the ROOT,ACCESS,DEPENDENT Objects alongwith their attribute structure.These objects form the Context Nodes on the new SAP WEB UI and each of these attribute fields form the Input/Form Fields on the new UI. So data from the DB is stored in these attribute fields and then displayed on the new UI.
    Hope this clears some of your doubts..
    Regards,
    Rohit

  • How to Call SAP ECC transactions into CRM IC Webclient Profile Screen

    Dear all,
    We are implementing IC Webclient application for our Clientu2019s call center operations.
    All sales related activities are being created in back end SAP ECC system like, starting from Quotation to Sales Order, Deliveries and Billing.
    Client wants to see all relevant ECC reports of Sales transactions in IC Webclient Screen.
    Connectivity between SAP CRM and ECC has already been established and we did all basic configuration for IC Webclient, but donu2019t know how to and where to call ECC transaction in IC Webclient Screen.
    I am looking for suggestions from any of you to handle this requirement successfully. I would be grateful if you send me any documentation which addresses this requirement.
    Your suggestions and help will be highly appreciated.
    Thank you,
    Raghu ram.

    Hi,
    Step-by-step process for the same is as follows:
    1. Create a launch transaction to launch the relevant BOR object at the following
    IMG->CRM->IC WebClient->Basic Functions->Transaction launcher -> Configure Transaction Launcher (Wizard).
    This wizard is very useful and easy way to create a launch transaction and guides through each step and generates a handler class for you.
    2. This transaction now has to be incorporated in the Navigation bar. For this you have to create navigation bar entry and navigation bar profile.
    IMG-> CRM-> IC WebClient->Basic Functions -> Define Navigation Bar Profiles
    Here you have to first Define Entries where you would input Launch transaction ID created in step 1 and then Define the Navigation Bar Profile.
    3. Assign the Navigation bar profile to IC WebClient profile.
    Please note that you can you Transaction launcher for incorporating any web links, PCUI Transactions, CRM Transactions, ERP transactions etc.
    Regards,
    Deepak

  • Transaction Launcher for CRM IC Webclient

    Hi
    I need some help in configuring Transaction Launcher for CRM IC Webclient, the catch is the backend is not SD but Campus Management. Help pls [email protected]
    Anu

    Hi Raja
    Thanks for your reply actually I don't have the cookbook can you please email me the link to the cookbook or the pdf. Thanks once again
    [email protected]
    Anirudha

  • In CRM 2007 WebClient UI - How to change the exit URL?

    Good Evening All
    When we log off from the CRM 2007 WebClient UI application, the exit url is pointing to www.sap.cpm. Where can we change this to point to our corporate URL or point back to the logon URL?
    Sometime back I had seen some information regarding this, but am not able to find it. Any information would be highly appreciated.
    Thanks
    Anand

    Hi Anand,
    Check this wiki page
    https://www.sdn.sap.com/irj/sdn/wiki?path=/display/crm/howtochangetheURLwhenuserclicksLogOffinnewWEB+UI
    Regards,
    Shwetha

  • CVP Warm Transfer wrong codec

    I currently have a deployment of CVP and I am running into a couple issues with subsequent transfers.
    I have configured CVP with LBCAC Queue at Edge.
    I have distributed PSTN/VXML Gateways (15.1(3)T) and IP Phones on each site
    G729 Codec between sites
    G711 between sites and the SIP Trunk to CVP.
    When a call comes to VGW1 and reach an agent in the same site : codec G711 (OK)
    When a call comes to VGW1 and reach an agent on a different site : codec G729 (OK)
    When an agent from one site do a CTIOS Warm Transfer to the queue and reach an agent on different site it always use G711 instead of G729.
    Has anyone had any similar issues ?

    Hello
    here are the logs from CVp1 and CVP2, CUSP1 and CUSP2, CUCM1 and CUCM2
    Time iz prrsensted as 7 hour difference. CVP and CUSP have same hours so in the logs you will see 12:58 12:59, on CUCM logs you will see 7 hour difference which will show 19:58 amd 19:59. VXML gateway is actually showing mal time so it is 11:58 or similar
    All the logs are for same call
    The Ip addresses are
    CVP1 194.9.128.138
    CVP2 194.9.128.173
    CUSP1 194.9.128.142
    CUSP2 194.9.128.177
    CUCM1 10.162.8.6
    CUCM2 10.162.8.7
    Ingress Gateway is 10.170.128.1
    VXML Gateway 10.170.128.13
    Ip Phones that are called have DNs 86624311 and 86624310
    Sig digits are 7662
    ICM label returned to CUCM PG by ICM for calls hitting route point is beginning with 88880770, and sig digits are added by CUCM 7662
    The call flow is like this
    Ingress Gw- CUSP-CVP-CUSP-Agent1
    agent1 86624311 answers  CVP2 log - 12:58:18
    Agent 1 transfers to CTI routepoint 86624382
    While call still in queue, he hits CAD transfer again and the call comes to second agent Agent2 86624310 CVP1 log - 12:59:01
    Agent 2 transfers to CTI routepoint 86624382
    While call still in queue, he hits CAD transfer again while the call comes to 3rd agent Agent1 86624311 CVP1 log - 12:59:14
    After that Agent 3 tries to answer but the call is break down. The caller is hearing silence and then CVP error message played by Ingress GW.
    At the same time VXML Gw receives Bye message from CVPm so do CUCMs
    The logs when the Errors are seen in CVP1 and CVP2 are CVP1 12:59:18 CVP2 12:59:22
    jwilliams, exactly that is solving my problem, ticking MTP reuqired, BUT if I do that I have Music on Hold distributed from central CUCM servers, because MTP does not support Multicast MoH. So i want to switch that off. Also, my colleagues do not have that problem with some newer versions of CVP and MTP reuqired UNCHECKED

  • Warm transfer between queues

    Using IPCC Express.  I've got an escalation queue built that is used by agents in other queues to reach an escalation engineer.  Typically Agent A receives a call in their respective queue and when an escalation is needed they put that call on hold and dial into the escalation queue to reach an escalation engineer - Agent B.  This works well and they both agents are connected without a problem.  However, in many cases Agent A is attempting to warm transfer the on-hold call to the escalation engineer - Agent B at which point the escalation engineer gets a fast busy and the call is logged as abandoned.  Based on the MIVR logs it looks like this is happening because IPCC is losing control of the on-hold call during the transfer. 
    Has anyone else been able to get something similar working - a tranfer between agents in different queues?

    Do you know of a way to get this or a similar solution to work?  I need the ability to select an escalation engineer from a queue while simultaneously being able to complete a transfer to the selected agent.
    Based on my research of this problem I can't come up with a solution that would accomplish this.  I have gotten some pretty creative solutions from this forum in the past and I am hoping for a similar outcome here.

  • CRM 2007 - Webclient Logo replacement

    Hi Gurus
    In the CRM 2007 Webclient view there is a SAP Logo on the top right corner of the view.
    I'd like to replace this with a customer branded logo.
    I have reviewed and applied from the blog.
    /people/sudipta.sarma/blog/2008/03/28/how-do-you-brand-your-company-logo-in-crm-2007-ui
    As well I looked at
    http://help.sap.com/saphelp_crm60/helpdata/en/b3/f00c1514c54e67a60b61f7318c14b7/content.htm
    I think these maybe referring more to the WEB UI than the Webclient.
    Is there a cookbook or Note on this subject, any help will be gratefully received and rewarded.
    Regards
    Panduranga

    Hi.
    Go again through blog:
    /people/sudipta.sarma/blog/2008/03/28/how-do-you-brand-your-company-logo-in-crm-2007-ui
    And read the first comment related with Logo for IC:
    BSP "CRMCMP_IC_FRAME"
    MIMEs->images->branding->SAP_logo.gif
    Regards,
    Susana Messias

  • Need help on CRM IC webclient for service business.

    Hi All,
    This is Ram, worked on SD, PM and EHS modules. But now i am taking new assignment CRM service and CRM IC.
    Now we are about to start an in house project for service business. so we decied to go for CRM service with CRM IC webclient as front end. Especially i am looking into CRM IC area, so i would like to know the standard process flow in IC webclient for service business.
    Like when customer calls an agent, then log will be created by an agent and then service tickets can be created...similar to that i just wanna know the std.process flow so that i can map my current business tool (Interact) to CRM IC with workflow.
    Regards,
    Ram.

    Hi,
    Please go through SAP Help at
    http://help.sap.com/saphelp_crm60/helpdata/en/46/15306a2fd214dbe10000000a155369/frameset.htm
    Secondly, there is a very good book by John Burton
    New book on Interaction Center available from SAP Press!
    Go through the following thread
    Documentation for Interaction Center (IC) WebClient
    Go through the cookbook details at
    CRM 2007 WebClient Cookcook available!
    Regards,
    Deepak

  • Dial pad not loading on Transfer/Warm Transfer

    Hi Friends,
    weird issues coming in IC where we cannot replicate .
    Issue: When Agent is in on call and clicks Transfer/Warm Transfer then dial pad should to transfer but for very few agents not able to see dial pad or for some taking long time to load.
    can anybody faced the issues like this and it would be great if you can share with solution with us.
    Thanks,
    Venkat

    Hi All,
    appreciate if anyone can help or guide me on this issue.
    Thanks,
    Venkat

  • Network Transfer Prefered / Warm Transfer

    Hello,
      I am facing something I must have faced before but I guess I haven't seen this behavior.
    What we have is a Warm Transfer Route Point on CUCM (2317125).  on the CUCM PG network transfer prefered is on.  I noticed through some testing that when this Route Point is called and it eventually goes to a skill group, the calls ALWAYS go over the CVP Routing Client, not over the CUCM PG with the CUCM label.
    Through some testing I can skip the Send to VRU, set Network Transfer Enabled to 0 and send it direct to a skill group and it transfered over the CUCM PG like I would expect.
    Is there a way to make ICM always try and agent transfer over the originating routing client first?  It seems like an improper call flow to invoke a script over a CUCM Route Point and then handle the agent transfer by sending it all thw way back through CVP and back into CUCM...
    Any ideas?
    Chad

    You can have a look to following V$SYSSTAT and V$SESSTAT statistics (from XE database version):
    select * from v$statname where name like '%Net%'
    STATISTIC#             NAME                                                             CLASS                  STAT_ID               
    335                    bytes sent via SQL*Net to client                                 1                      2967415760            
    336                    bytes received via SQL*Net from client                           1                      161936656             
    337                    SQL*Net roundtrips to/from client                                1                      159846526             
    338                    bytes sent via SQL*Net to dblink                                 1                      1622773540            
    339                    bytes received via SQL*Net from dblink                           1                      1983609624            
    340                    SQL*Net roundtrips to/from dblink                                1                      2420448902            
    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 .
    The error occurred on the application server coevhpa4_CR7_00 and in the work process 2 .
    The termination type was: RABAX_STATE
    The ABAP call stack was:
    Method: IF_BSP_ELEMENT~RUNTIME_IS_VALID of program CL_THTMLB_CELLERATOR==========CP
    Method: IF_BSP_PAGE_CONTEXT~ELEMENT_PROCESS of program CL_BSP_PAGE_CONTEXT===========CP
    What can I do?
    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.
    If the termination type was ABORT_MESSAGE_STATE, then you can find more information on the cause of the termination on the application server coevhpa4_CR7_00 in transaction SM21.
    If the termination type was ERROR_MESSAGE_STATE, then you can search for more information in the trace file for the work process 2 in transaction ST11 on the application server coevhpa4_CR7_00 . In some situations, you may also need to analyze the trace files of other work processes.
    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
    HTTP 500 - Internal Server Error
    Your SAP Internet Communication Framework Team
    Request you to kindly help ASAP. Users are waiting for it...
    Thanks and Regards,
    Suman Sengupta

    Hi,
    Have you resolved the problem ? We have encountered similar problem after patching the
    CRM 2007 to latest levels?
    Please help....
    Thanks & Regards,
    Bostjan

Maybe you are looking for

  • Photoshop resolution on Macbook Pro 15" Retina display too small

    I've just bought a Macbook Pro 15" and I'm trying to use Photoshop, but the resolution its displaying the images at for 100% are too small. I have to design for the web, so need to be intricate with detail, but I'm finding it adjusts the resolution o

  • Queries regarding Printing in BIP

    Hi All, I have a requirement where the reports generated in BI Publisher needs to be directly send to the printer.The BIP is integrated to an application and we use BIP only for generting the PDF and excel reports. I am trying to understand how the p

  • Positions table in ldb PCH

    hi experts, Is there any table(only table) where can i take positions IDs related to the given org unit. For example when i give org unit ID system displays me all positions under this org unit. Regards Garayev

  • Question on workflow agent assignement

    Hi Gurus, I am triggering a workflow from a fm 'sww_wi_start_simple' . In this I am sending group of agents in agents container. In the workflow swdd. How I have to declare agents table  in workflow conatiner. please guide me. it is throughing the in

  • Workset in Detailed Nav needs to default to OPEN

    Hey Everyone, Quick question.. I have a Workset attached another workset. The 2nd workset shows up in the detailed navigation section.. which is what it is supposed to do. What I am trying to figure out is.. How do I make it default that it is always