SAP ICWC: Ready / Not Ready radio buttons disable ...

Former Member · ‎2015 Nov 24

Hi,

Environment:

CRM 7.0 EHP2 (also tested with EHP1 with the same results)
Internet Explorer 11

CMS integration is fine in regards to phone control etc. - no issues there.

The only problem I'm having is the following scenario:

1. Login in to SAP

2. Message says "You are logged on to the communication mgmt software system"

3. Agent status is set to Not Ready in the toolbar with the radio button active and visible:

4. When I switch to Ready, the radio buttons gray out:

5. The only way for me to re-enable the buttons is to pick a workmode from the drop down (any will do):

6. Then the buttons become available again:

7. But if click Ready again, it goes back to grayed out in step 4.

8. Everything on the CMS side reacts fine when I change workmodes so I know the integration is working; The only issue is the ICWC.

9. ICI Trace shows no errors

Has anyone seen this before?

bruce_li · ‎2015 Nov 25

Hi Khristy,

First, please check following two kBAs.

2190634- Work Mode changed automatically without any user action

2190634- Missing workmodes in dropdown

=>

As per ICI guide: http://scn.sap.com/docs/DOC-7783 the valid workmodes are as follows:

1 = Logged off

2 = Logged on - ready

3 = Logged on - not ready

>999 = customer-defined workmode values

(all treated as #Logged on - not ready#)

Make sure all your customized workmodes have an ID greater than 999 at CTI side.

2.If this issue only happens on IE11, please makes sure you applied all necessary notes

mentioned in following KBA.

2097237- Usage of IE11 for CRM Interaction Center

3. Please also consider following KBA.

1954574 - CRM IC problems in complex system landscapes (alerts, greyed out ready/not ready buttons, agent dashboard, timeout, worker session)

Best Regards,

Bruce

SAP ICWC: Ready / Not Ready radio buttons disable on change