Error when logging in to IC specific role.

[former_member196521]

Hello All,

We have integrated CTI to the IC specific role in SAP CRM. When I log in using the custom IC business role, the system throws the below error

Cannot set work mode, external system error()

Kind Regards

Atul

[bruce_li]

Hi Atul,

If this issue only happen to some IC roles, then I think you can try the following:

1. check if you have done the customizing for the relevant role correctly. You can check per following

steps:

1.Run T-code：SM59 to define an RFC connection under folder "HTTP Connections to External Server"(type G) that 
is connected to your CTI external server.

2.Run T-code: CRMC_IC_MCM_CCPRO and Define your Communication Management Software Profile.
Customizing path: SAP Implementation Guide → Customer Relationship Management →                          
Interaction Center WebClient → Basic Functions → Communication                                    
Channels → Define Communication Management Software Profiles.  

3.Run T-code: CRMM_BCB_ADM and create a new CMS system ID, then please assign the RFC destination you created                                                                               
in Step 1 to the new CMS system ID.                                                                               
Menu path: SAP Menu → Interaction Center → Interaction Center WebClient →                                     
Administration → Communication Management Software → Interface                                     
Settings → Maintain Communication Management Software Connections.       

4.Run T-code: CRMM_IC_MCM_CCADMX and maintain the channels and queues for the CMS system ID you created in Step 3.
                                                                                
Menu path: SAP Menu → Interaction Center → Interaction Center WebClient →                                   
Administration → Communication Management Software → Maintain                                   
System Settings.  

5.Run T-code：CRMM_IC_MCM_CCLNK and assign the CMS profile you created in Step 2 to the CMS system ID you created in Step 3.                                                                              

Menu path: SAP Menu → Interaction Center → Interaction Center WebClient →                                       
Administration → Communication Management Software → Assign Profiles.    

6.Run T-code: CRMC_UI_PROFILE and assign the CMS profile you created in Step 2 to the function profile ID: CONTACTCENTER
in your business role.
Customizing path: SAP Implementation Guide → Customer Relationship Management →UI                                      
Framework →Business Roles → Define Business Role 

7.Please note in this contact push scenario, the E-Mail Provider should be ICI in the corresponding E-Mail Profile assigned
to your business role.

2. Please check ICI trace and involve your CTI vendor to check if there is some thing wrong with
your CTI system.

Best Regards,

Bruce