IMPORTANT - SP7 bug found in call allocation

[former_member202106]

Hi All,

We just found out that there is a small bug in SP7 call allocation which causes all call allocations to fail. Hapily there is an easy workaround:

1. Navigate to
SC / System Management / Channels / Voice Channel -> "Extra Data Included When Allocating Calls"
2. Write something in to the field, for example FirstANumber
NOTE - the value is case sensitive
3. Save

Regards,
Jukka
SAP Contact Center team

[lloyd_goveia]

Great findings guys.

Thank you for sharing !!

[former_member202106]

Promting this to 1st page as we are getting more and more reports about this.

For official documentation see SAP Note 2038729

//Jukka

[former_member290821]

Hello Jukka,

I am having a problem that seems to have a footprint similar to this bug - although I'm not totally sure it is same thing.  If you have a look at: ttp://scn.sap.com/message/15690919#15690919 you will see the discussion I've been having with other forum users and what has been tried so far.

I had a look at the official SAP Note for this and the workaround you detail above. However, we already have a set of variables in SC / System Management / Channels / Voice Channel -> "Extra Data Included When Allocating Calls" as follows:

Are you able to advise please?

Many thanks,

Adele

[former_member158363]

Hello Adele,

it's just a blind shot but did you try to actually list the "FirstANumber" in the Extra Data Settings?

The OSS note omits the "...for example" and I can imagine some little method somewhere deep in Contact Center uses the ExtraData memory to fetch A-number...

Regards,

Dawood.

[former_member290821]

I have to admit that I didn't. To be honest I was so convinced that wasn't the problem in this case because the entry wasn't blank in the first place (I thought it just needed some (any!) data), but I just tried that now (i.e. putting FirstANumber in the front of the line of other items in the When Allocating Calls section (also tried it at the end of the list - both work)) - and you know what?  It now appears to be working.

Crazy.  a) that it worked and b) that I didn't try it.

I think the support note maybe needs a bit of clarity - i.e. to specify that, regardless of what you already have in the When Allocating Calls, you need to add FirstANumber.

Thanks, once again, for your help and apologies from me for being such a numpty and not trying that.

Have a great weekend!

Adele

[former_member158363]

Hi Adele,

good news .

I agree about the uncertainity of the note but I believe somewhere else I have seen this stated as an example.

But it would not be the first time when SAP documentations says "...for example" and it is actually the only case, when something works...

Regards,

Dawood.