Customer Interaction Center CIC and SAP Phone

Dear All,
We are using SAP Phone with CIC, and everything is working well when the SAP Phone server is started, but soon after one by one some of the extensions stop working. The users when they try to do any operation are blocked as SAP R3 is waiting for SAP Phone server to reply and in the log of the server we see the following
"A call to TAPI function lineGetAgentStatus has failed.
Call handle to use:        (Not used)
Second call handle to use: (Not used)
(Both or one of them may be marked as "Not used"
if not relevant for TAPI call)
> Extended TAPI information:
TAPI returncode:      0x80000049
TAPI error text:      LINEERR_OPERATIONUNAVAIL
2008/10/30 18:44:45:49 Error 0x50016 in Process 1528 Thread 3828
Location: CPHOrderManager::ReturnHandling Module: phordermgr.cpp Line: 1395
The SAPphone Server uses TAPI 2.0 or higher to map
SAPphone functionality to TAPI. Unfortunaltely your
TAPI service provider currently being used does not
implement all TAPI functions required by the SAPphone Server.
In particular, this TAPI function is not supported: lineGetAgentStatus
Please contact the vendor of your TAPI service provider
to get a new version where function lineGetAgentStatus
is implemented or choose a different TAPI service provider."
We have checked the TAPI version and it is 2.1.x. Has anyone faced similar problems? and know of any solutions? If we re-start the SAP Phone server again everything works fine for some time. We checked the memory and its 4GB main memory, and system load is also low
Any help on this will be very much appreciated.
Thanks and Best Regards
Anirban

Did you find the solution for this? We are facing the same problem.
Br,
Virginia

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The CR410 material is part of SAP CRM Academy.
But, you can also find useful information in:
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http://help.sap.com/saphelp_crm70/helpdata/en/91/5af2e75d6343e2808b461db9bef60f/frameset.htm
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Dear All,
We are using SAP Phone with CIC, and everything is working well when the SAP Phone server is started, but soon after one by one some of the extensions stop working. The users when they try to do any operation are blocked as SAP R3 is waiting for SAP Phone server to reply and in the log of the server we see the following
"A call to TAPI function lineGetAgentStatus has failed.
Call handle to use:        (Not used)
Second call handle to use: (Not used)
(Both or one of them may be marked as "Not used"
if not relevant for TAPI call)
> Extended TAPI information:
TAPI returncode:      0x80000049
TAPI error text:      LINEERR_OPERATIONUNAVAIL
2008/10/30 18:44:45:49 Error 0x50016 in Process 1528 Thread 3828
Location: CPHOrderManager::ReturnHandling Module: phordermgr.cpp Line: 1395
The SAPphone Server uses TAPI 2.0 or higher to map
SAPphone functionality to TAPI. Unfortunaltely your
TAPI service provider currently being used does not
implement all TAPI functions required by the SAPphone Server.
In particular, this TAPI function is not supported: lineGetAgentStatus
Please contact the vendor of your TAPI service provider
to get a new version where function lineGetAgentStatus
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We have checked the TAPI version and it is 2.1.x. Has anyone faced similar problems? and know of any solutions? If we re-start the SAP Phone server again everything works fine for some time. We checked the memory and its 4GB main memory, and system load is also low
Any help on this will be very much appreciated.
Thanks and Best Regards
Anirban

Did you find the solution for this? We are facing the same problem.
Br,
Virginia

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Smitha.

Hi
what do you mean by incorrect values?
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you mean address data shown in CIC for found BP is incorrect?
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you wont see here much data.
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This forum isn't the complaints department, it's a place where users help each other. Obviously a fellow user cannot help you to resolve this.
What you need to do is call nokia care in India and ask for the official complaints address. You will then need to write a polite letter (not an email) detailing your issues. They will respond to you and try to resolve the situation.

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Hi
pl check the folllowing link for CTI
http://help.sap.com/saphelp_crm40/helpdata/en/ff/7f5acbb64711d2b8d6006008ec2322/frameset.htm
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/0003b5b0-0b01-0010-c0b4-cb3178973441
Do reward points if helpful
Dinaker vikas

New book on Interaction Center available from SAP Press!

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Well, the book is quite a few years old now. I approached the publisher a couple of years ago about writing an updated version or addendum, but it wasn't something that they were interested in at the time. However, they do have a new acquisitions editor recently, so perhaps if enough people contact her with interest they might reconsider. Below is her info.
Katy Spencer
Acquisitions Editor, SAP PRESS
[email protected]
Phone +1.781.228.5070 Ext. 201
Warm regards,
John

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