IC Web Screen pop only with single session

[former_member320620]

Good Day.

We are upgrading our CRM system from CRM ABAP 7.0 to EHP 3 CRM ABAP 7.0

We are running into an issue with Screen Pops and our telephone system with the new system.

In our current system, the CSR's can have 2 sessions opened, one session "Ready" status.

They are able to receive calls and screen pop's activate.

In the new system, the Screen pop only happens if only a single session is active.

We have not made any changes to the way the system connects.

Could anyone help me out with this issue.

Thank you!

[Sigrid · Accepted solution]

Hello,

Have you enabled Multisessioning in your customizing:

SAP Customizing Implementation Guide

     Customer Relationship Management

           Interaction Center WebClient

                  Basic Functions

                        Communication Channels

                                Define Communication Management Software Profiles

to enable IC agent (CSRs?) to run 2 (up to 4) session at once in the CRM IC Webclient? Using two browser tabs/windows is causing lots of issues and is not recommended.

Further information on Multisessioning: Multisessioning - Interaction Center WebClient - SAP Library

Best Regards,

Sigrid

[former_member320620 · Accepted solution]

Thanks,

I wasn't sure if this would work for us, but this appears to have solved our issue.

I apprecate it!

And I came back to post that it was successful since no one ever seems to do that on here