Why call between WebClient agents fails?

Question

Hi,
I have just recently installed the mySAP CRM 4.0 IC WebClient (CRM40 SP00).
I have been testing the installation with CCS (Contact Center Simulator) and for a basic CCS supported tests (Inbound Phone call, Outbound Phone call, Chat) everything seems to be ok, but a call between WebClient agents fails due to an java error. The Phone Call between WebClients which should work according the CCS webpage.
What should I do to get WebClient agents to call each others? Any configuration or customization tips? Note that I do not have CC integration in place, just the IC WebClients.
Here is the test done in details and the error reported by WebClient:
0) I restarted SAP CRM to be sure no pending sessions exists
1) Open the CCS to see that no agents are logged in with WebClient
2) Login as java_ic with WebClient
3) CCS shows java_ic Workmode (=status) as 'Not Ready'
4) Switch java_ic to ready by from the WebClient
5) CCS shows java_ic Workmode (=status) as 'Ready'
Then I do the same for agent 'sap*' with another MSIE browser window. At this point, the CCS shows Workmode for both agents as 'Ready' and I have two WebClient browsers opened. I also verify that both has Phone selected from the channel selector in the WebClient.
6) With java_ic agent, I press the Dial Pad, enter the sap* agent phone
number (Phone: [phone]; shown in the CCS for both agents logged in) and then I press the Dial button on Dial Pad to call to [phone].
6.1) After pressing the Dial button, the WebClient displays a pop-up in
the middle of the screen with info: "Your request is being processed." After this there is an Info message under the buttons in the WebClient for java_ic saying: "No account information found".
7) Java_ic WebClient shows that it's doing an outbound call and is 'Dialing' state.
8) sap* WebClient window has blinking button with labels 'Accept' and 'Reject'. So, it clearly got an notification of the Inbound Phone call coming from java_ic. But there is also an error message under the buttons in the same WebClient webbrowser screen (not in the JavaConsole, not in separate alert message this time) for sap*:
"Java error: type= APPLICATION ERROR, ID= GETIAD_FAILED, description=".
9) With sap* WebClient I cannot answer or reject the call. Nothing happens. The browser Status Bar says: javascript:void(0) when I press the Accept button.
10) At this situation, the CCS shows that the agents's sap* Workmode is
switched from the previous 'Ready' state to 'Not Ready' automatically (while the sap* WebClient status is still in Ready). So, the sap* automatically, due to the error, changed the status to 'Not Ready'.
11) java_ic remain on 'Dialing' status for all the time trying to get connected with sap*.
I got informed that the call between WebClient COULD BE seen as a "call transfer" between clients by the CRM system. This might be something to do with the problem in calling between WebClients.
Because the java_ic reports: "No account information found" when placing the Outbound Phone call, one could assume that account details should be passed along with the call transfer. Possibly sap* cannot receive the
inbound phone call due to a missing account information thus reporting java error: "Java error: type= APPLICATION ERROR, ID= GETIAD_FAILED, description=".
Best Regards,
Jani

Answer 1

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