on 02-13-2012 7:49 AM
Hi,
Now i have a task in CRM CTI, I am unable to configure the cti in crm system as per the documentation given by CTI Vendor(Solidus_ecare). main issue is, I am getting the web ui screen with inactive ready and not ready buttons even my dsktop manager is in ready mode.so could you please help me out to configure cti and make ready as active.if the problem is from configuration, let me know wher i have to chek to fix this issue.
Thanks,
Krishna.
Hi All,
Thanks for your Support,
Now I have closed this Issue.
My Special Thanks to "Andrei Vishnevsky".
The main reason for this Issue is CMS Profile. Now I have created new CMS Profile and it is working fine.
Thanks,
Krishna
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Hi, Krishna.
There can be several reasons for this.
Check [Note 1337658 - Ready/Not Ready radio button gray out and cannot be changed|https://service.sap.com/sap/support/notes/1337658] for some known issues.
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Hi Krishna,
I assume you have done all the CTI configuration in CRM, such as assigning CMS profile to business role, CMS System ID to CMS profile, etc.
You could set the ICI trace level to detail in your user (add parameter CRM_ICI_TRACELEVEL: XXX in your user ID) and check the detail ICI log to see what status the CTI returns after you login.
The tcode is CRM_ICI_TRACE to check the ICI log.
Thanks,
ZJKong
This is the value from Sandbox,
<currentWorkmode>
<description>Logged on - ready</description>
<id>2</id>
</currentWorkmode>
But in Development it is not shwoing any log information of userchanged xml.
It is showing only HTTP OutgoingRequest file.
FYI
SanBox is fine for this issue.
Edited by: KrishnaCRM on Feb 20, 2012 10:36 AM
Krishna,
I have had no chance to deal with your vendor. But in case of standard integration between SAP CRM and SAP BCM you need to do the following for instance:
1. Create ICI RFC Connection to CMS (tx. SM59)
2. Maintain System Settings for CMS (tx. CRMM_IC_MCM_CCADM)
3. Link RFC connection to CMS (tx. CRMM_BCB_ADM)
4. Define Communication Management Software Profile (tx. CRMC_IC_MCM_CCPRO)
5. Assign CMS to Profile (tx. CRMM_IC_MCM_CCLNK)
6. Assign CMS Profile to functional profile ID CONTACTCENTER in business role (tx. CRMC_UI_PROFILE)
And certainly you need to do something in CMS itself to establish connection from its side.
Hi Andrei Vishnevsky,
Thanks for great support,
as part of configuration I have done all thes procedures, Now these are fine from configuration.
i am getting Error in Trace log are
In <getWorkcenterCapability> XML and <getAttributes>XML files as
<?xml version="1.0" encoding="UTF-8" ?>
- <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
- <SOAP-ENV:Header>
<pre:user xmlns:pre="urn:IciSystemInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">E0022933</pre:user>
<pre:language xmlns:pre="urn:IciSystemInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">EN</pre:language>
</SOAP-ENV:Header>
- <SOAP-ENV:Body>
- <ns0:getWorkcenterCapability xmlns:ns0="urn:IciSystemInterface">
<userId xmlns="urn:IciSystemInterface">E0022933</userId>
</ns0:getWorkcenterCapability>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
-
<?xml version="1.0" encoding="UTF-8" ?>
- <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
- <SOAP-ENV:Header>
<pre:user xmlns:pre="urn:IciUserInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">E0022933</pre:user>
<pre:language xmlns:pre="urn:IciUserInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">EN</pre:language>
</SOAP-ENV:Header>
- <SOAP-ENV:Body>
- <ns0:getAttributes xmlns:ns0="urn:IciUserInterface">
<userId xmlns="urn:IciUserInterface">E0022933</userId>
</ns0:getAttributes>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>.
And also I am not shown with any other XML files except these two XML files.
Hi Krishna,
You need to check the content of <getWorkcenterCapabilityResponse> and <getAttributesResponse> which are the response from your CTI. If they are in green light, they are ok. If they are in red light, there will be error messages in them.
Also did you see <setCurrentChannels>, <setCurrentQueues>, <subscribe>, <setCurrentWorkmode> after <getAttributes>?
Thanks,
ZJKong
Morning ZJKong,
That show Error message(means red led) and i am not getting that <setCurrentChannels>, <setCurrentQueues>, <subscribe>, <setCurrentWorkmode> XML files.
I am shown with only <getWorkcenterCapabilityResponse> and <getAttributesResponse> XML files.
Clear Description abou Exception are as follows
Exceptions from <getWorkcenterCapability>
Exception CX_CRM_ICI_EXCEPTION
Message class 1
message number 3
message Method Not Allowed405 Incorrect function.
Program name CL_ICI_SOAP_DELEGATE==========CP
Include name CRM_SOAPINCL_TRANSPORT_IMPL
row number 938
Exception CX_BCB_EXCEPTION
Exception text
Message class 0
message number 7
message (ICI Error occurred in method CL_BCB_SYSTEM->GET_WORKCENTER_CAPABILITY)
Exceptions from <getAttributes>
Exception CX_CRM_ICI_EXCEPTION
Message class 1
message number 3
message Method Not Allowed405 Incorrect function.
Program name CL_ICI_SOAP_DELEGATE==========CP
Include name CRM_SOAPINCL_TRANSPORT_IMPL
row number 938
Exception CX_BCB_EXCEPTION
Exception text
Message class 0
message number 7
message (ICI Error occurred in method CL_BCB_USER->CONSTRUCTOR)
Exception CX_CRM_MCM_EXCEPTION
Exception text
Message class CRM_IC_APPL_UI_CHMSG
message number 060
message Cannot log on to communication management software system
Program name CL_CRM_MCM_SESSION============CP
Include name CL_CRM_MCM_SESSION============CM002
row number 345
Thanks,
Krishna.
Edited by: KrishnaCRM on Feb 23, 2012 6:27 AM
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