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Agent not getting ready in CRM Web UI screen

Former Member
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Hi Team,

I have been facing this issue quite a few time , but every time something new issue comes out

The agent in the CRM IC is not able to get  into the ready mode . The status of the phone is " Phone is not open ".

I have checked all the settings in the CRM-BCM Integration, also the RFC's are working .

Require your valuable inputs in resolving the issue

Thanks and Regards

Rohit Bhan

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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Hello Rohit,

as Swatantra said, there are multiple causes of this issue.

I suggest you to double check steps 1 till 12 from the chapter Connect SAP CRM to SAP BCM, from SAP CRM - SAP BCM Integration Configuration

Also double check network availability from both sides.

BR,

Anton.

Former Member
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Thanks Swatantra and Anotn ,

I managed to solve the issue . It was problem with the WAS service on the windows server.

I could not think that the WAS was causing issue with the OII

Thanks once Again

Rohit Bhan

Answers (1)

Answers (1)

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HI Rohit,

There are multiple cause to the above mentioned problem as you descriebed above, RFC integation and IIS all are checked for integrationnstill its not working, below are the possible root cause.

1. CRM user is mapped with wrong business role which is not configured for BCM integration.

2. Maximum User session is exeeded from the max limit of 5 user session in CRM.

in addtion can you give the CRM ICI logs for the user who is not able to use integratin of CRM and BCM.

Best regards

Swatantra Chourasiya