Answering calling in SAP web Client ( BCM integration)

[former_member443953]

Hello Experts,

We are extending our existing call center functionality BCM/CRM to a new a region. We have developed a new IVR and new business roles for the new region (Canada)

With BCM and CRM integration, we are able to set "Ready and Not ready" status to work between CRM and BCM for new region, Place outbound calls using CRM dial pad, but any calls coming to BCM queues are not getting transferred to CRM to be answered.

Existing functionality works for US region, we are able to receive calls in CRM WebUI and everything works are expected.

Is there is a specific configuration to link new BCM queues in CRM for call receiving? Since existing functionality works all integrations are in place but something specific to new IVR is missing. Any help to resolve this issue is very much appreciated.

Thanks,

Deepak

[lloyd_goveia]

Hi Deepak,

Have you already checked that the queue is set to "Enable OII Integration".

Procedure

1. On the System Configurator main screen, choose Queue Management Queues.
2. Search for the queue whose settings you want to configure. The search result list appears.
3. Choose the queue by double-clicking it.
4. Choose Integration Settings.

   

I hope this helps.

Best regards,

Lloyd G.