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SAP CRM ICWeb - Manual Session Issue

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Hello Experts,

We are currently integrated CRM ICWeb with Genesys. Chat or Call is being received from Genesys to IC Web is perfectly working fine . However, when the agent selects "Done" from Genesys, a new manual session being raised in CRM IC Web automatically. I couldn't figure out how this manual session is being raised automatically.

Can you please help with your inputs which could help me to find the root cause/fix the same.



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