SAP Contact Center - queues not appearing in Queue and External Agent Settings on User account

[Former Member]

Good afternoon,

I am hoping for some advice as I'm tearing my hair out a bit here 🙂 With assistance from a very knowledgeable (official SAP!) SAP Contact Centre consultant, I have recently built (in parallel to our FP10 system) a new Contact Centre v7 FP12 system based on Server 2016, SQL 2016 (currently SP1). I have been finishing off configuration of the QA and Dev versions of these systems in preparation for use (configuring queues, queue groups, number ranges, etc - all the stuff that you have to configure in Sys Configurator). Everything appears to be work fine - except... as per the above subject heading, the appropriate phone queues are not appearing in the user account config, despite the user having been added to the correct role. This is happening on both my dev and QA systems and is affecting all new users I add. Only one user (on both Dev and QA) is showing the right configuration and this was the first user that was created - before any queues, groups, etc. were added.

This is most likely down to something I've done in relation to the creation of the queues or groups (or something!) but I've picked through the settings over and over again looking for that checkbox that I might have missed. I've compared the old and new systems and the settings look exactly the same. However, when logged into CDT, a user does not see the Contact Centre tab and has no option to sign into any queues. They MUST have rights to the queues however as CDT does not present any warnings at login telling me that the user has no phone queue roles - and it would if the user had no rights at all to any queues.

Can anyone advise me where to start looking (in the logs or elsewhere) in order to troubleshoot this issue? I've tried all the obvious stuff - from deleting all the queues, groups, users, etc. and starting again to adding items of configuration one at a time and checking what happens - e.g. add the user's settings template then add the user's role, then the group, etc. saving the account each time to try and see what happens. The only way I can make the queue (and thus the Contact Centre tab in CDT) appear for the user is if I give the user the 'Queue Administrator' role (which obviously I don't want to do). So this suggests a permissions issue of some kind for the Agent role or group.... ?

The VUs are all configured and connection results in stable nice green arrows throughout and I can't see any particular errors in any of the logs. I can see the users in the database table if I do a select query on the table called Users but I can only see entries for the one 'working' user on UserQueueSetting table. The newly added users don't have an entry in the table. (NB: DTC is configured as advised and firewall is OFF on Database and App servers).

Any pointers towards good troubleshooting practice for this issue would be most appreciated.

Adele

[Former Member · Accepted solution]

Hi Adele

If you suspect permissions, rights issues, below some hints for you to try.

Create a new user which is similar to the one that works. Login and logout with both accounts.

From the client logs and AgentServer logs (with appropriate log levels), compare the WorkspaceDocument of the working account to that of the non-working one.

In SC, you could use the User Rights / View Summary of Rights funtion and compare the outputs e.g. in Excel. This view is helpful as it also indicates which group or role the account is getting certain rights from.

You could also use the export funtionality and compare the Roles / Groups / Rights of the FP10 system to the new one. Might help spot if something was accidentally changed.

Also recommended to review SAP Note 2405470, including its links and references.

If the import/export and adding + deleting users are fully working, then the msDTC is usually ok. Else please review that part first.

BR
-Lasse

[Former Member · Accepted solution]

Thank you so much for this Lasse. Very grateful to see your detailed reply. I will try all of your suggestions and report back later.

Much appreciated.

Adele

[Former Member · Accepted solution]

Dear Lasse,

I checked the User Rights section and discovered that the right to 'serve' in the queue was missing from the users that weren't working. I hadn't realised that options for security settings were so granular in that section! I will check all of the permissions on the various objects. The option to server in queues is missing in the CC Agent default role which is a bit odd(?), but maybe explains why all of my new users don't have this right. I haven't (knowingly!) altered *any* of the settings on the default roles - but somehow I guess I must have.

But anyway, the mystery is solved and now I can proceed. Your timely help is much appreciated. I looked quickly at the SAP note you linked but later I will watch the webinar about troubleshooting and logs and see what else I can learn 🙂

Many, many thanks!

Best wishes,

Adele

[Former Member · Accepted solution]

Just one last bit of clarification (in case anyone else has similar issue), I have worked out that the rights assignment for 'serve in queues' is provided by a 'user group' setting called 'queue group' in my old SP10 system. The CC Agent role doesn't have this by default.

[Former Member · Accepted solution]

Happy to help. Big thanks to you Adele for revisiting the thread and sharing your findings, will most certainly help others with similar issues in the future.

[former_member650538]

Hello!

I have a somewhat similar situation.

I have several e-mail queues that are included in the queue group. For a specific user group, access rights to this queue group have been granted.

One user of this group is a technical user. TMI_USER, which is used to push letters in the queue, via the TMI interface.

When I create a new queue in this queue group, the technical user has access to it, can serve it.

However, when I try to push the message to this queue through the postman using the technical user authorization, I get the error: <faultstring>Server was unable to process request. ---> No Create access</faultstring>.

I found a workaround, but it is not very convenient. If I create a new queue, and in the Access Rights section indicate the user group that the technical user is a member of, then everything works fine. The message is successfully pushed to the queue.

Therefore, inheritance of access rights granted for a group of users to a group of queues does not work correctly (SAP Contact Center 7.0 FP 13).

I would be glad if anyone can advise how to fix this. Many thanks.

Regards, Alexey.