CTI 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 their Interaction Center UI and so on.
Currently we have a problem with handling of incoming calls:
When the agent is available (workmode 'ready') and he does not accept the call, the next available agent in the queue gets the call.
So far, so good. The problem is that the calls, the agent did not accept, do not disappear in the upper right corner. They are counted up to 5 and a timer starts counting up to 600 seconds. When the 600 seconds are reached, the agend gets disconnected from the communication channel, too.
(In case the agent talkes a call again, this counter is reset to again)
Is there any possibility to avoid the signalization of unaccepted calls from CRM side (generally)?
How could we prevent the agent from disconnection after 600 seconds and 5 unaccepted calls from CRM side?
Thanks in advance!
Kind regards
Martin
Message was edited by: Joaquin Fornas

Hi Yoro,
do you click on a physical phone button or on the button in the WebUI.
As far is i know, the OpenScape Contact Center does not support hang up funktionallity of the related button in the WebUI.
If you do not use wrapup time (which is used to give the agent time for the data maintenance before he continues receiving calls) the Counter shoud end after the call.
It seams that the OpenScape does not work propperly.
For more details you can take a look into the Log:
Transaction CRM_ICI_TRACE
You have to set the User Parameter CRM_ICI_TRACELEVEL to value XXX to enable the logging.
Good Luck!
Kind regards,
Martin Gaschk

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