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CTI integration (SAP CRM & SAP BCM)


After completing integration steps (BCM & CRM), I get to see BCM queue details on CRM when I log-in. But I do not get Ready buttons in active is greyed out. I can not click on 'Ready' button. Any idea ?

Following Settings on CRM IC performed..

  • SM59 for RFC connection (http connection to external server)

  • Define com mgmt software

  • software function profile to CRM business role IC_AGENT




On SAP BCM side, we are able to make internal calls.

Calls work fine with ICI simulator. When I have function profile CONTACTCENTER with SAPCCS (simulator) in business role , I get Ready /Not ready buttons in active mode. But with our communication management software profile, I can not select 'Ready' radio button.

We do get to see BCM queues on screen (bottom right side) with IC_AGENT. Connectivity test is ok. Only 'Ready/Not' ready buttons are greyed out.

It seems something is missing but can not figure out what ?

We are able to make internal calls on BCM. Parameter OII.IgnoreOperDirect on BCM is set as 1.

Pl Guide.

Thanks & regards,



Hi Cheriyan,

Pleae check if your HTTP connection is working fine using button "Test Connection" in transaction SM59. The system must return the the HTTP answer 200. If it fails, you must check the firewall rules of your landscape.

I had the same problem a few days ago: both radio buttons in context area were not available to be selected.

I hope it helps.

Best Regards,

Gabriel Santana

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