CTI Dial pad , Retrieve , Conference , Transfer behavior during warm transfer

[Former Member]

Hi All,

I have issue during conference call (Warm transfer).

Customer connected with Agent A and then Agent A consult with Agent B and after consult when Agent A try to End the Call with customer then call get disconnected successfully and Agent A is in wrap up status (up to this point everything is good) but when Agent A click on End then system does not hide the all CTI toolbar buttons (Dial pad , Retrieve , Conference , Transfer) and when Agent A try to log off system raise the error "You cannot log off before you end the customer interaction". So it means some interaction record has initiated during warm transfer which is still active. Can you please help to resolve this problem.

Thanks

[grace_xin]

hi Taran,

Please try the following

go to the transaction CRMM_IC_MCM_CCADM, select the appropriate CMS System ID double-click on it. In CAD Handling field select the option B (i.e. Not Inherited/Copied Back) save and retest.

Or you may try to disable the dynamic toolbar option and retest.

Grace

[Former Member]

Guys any advice or pointers.