CTI Intigration in SAP CRM.

[Former Member]

Hi,

Now i have a task in CRM CTI, I am unable to configure the cti in crm system as per the documentation given by CTI Vendor(Solidus_ecare). main issue is, I am getting the web ui screen with inactive ready and not ready buttons even my dsktop manager is in ready mode.so could you please help me out to configure cti and make ready as active.if the problem is from configuration, let me know wher i have to chek to fix this issue.

Thanks,

Krishna.

[Former Member · Accepted solution]

Hi All,

Thanks for your Support,

Now I have closed this Issue.

My Special Thanks to "Andrei Vishnevsky".

The main reason for this Issue is CMS Profile. Now I have created new CMS Profile and it is working fine.

Thanks,

Krishna

[VishnAndr]

Hi, Krishna.

There can be several reasons for this.

Check [Note 1337658 - Ready/Not Ready radio button gray out and cannot be changed|https://service.sap.com/sap/support/notes/1337658] for some known issues.

[Former Member]

Hi Andrei Vishnevsky,

I have checked with all possible scenarios lead to gray out of Ready/Not ready mentioned in Note 1337658,

but I didn't find problem from those possibilities. So could you please help with closer solution for this issue.

Thanks,

Krishna.

[Former Member]

Hi Krishna,

I assume you have done all the CTI configuration in CRM, such as assigning CMS profile to business role, CMS System ID to CMS profile, etc.

You could set the ICI trace level to detail in your user (add parameter CRM_ICI_TRACELEVEL: XXX in your user ID) and check the detail ICI log to see what status the CTI returns after you login.

The tcode is CRM_ICI_TRACE to check the ICI log.

Thanks,

ZJKong

[VishnAndr]

Yes, Krishna.

Next step should be activating ICI trace as ZJKong mentioned above.

[Former Member]

Hi Andrei Vishnevsky,

Yes i have traced Tace log also it showing OK.

[Former Member]

Hi Krishna,

Did you check the detail content of <userChanged> xml? What's the value in <currentWorkmode> segment?

Thanks,

ZJKong

[VishnAndr]

One more thing to check is the log on CTI side.

What is in there for your user? Does he log in on CTI side?

[Former Member]

Dear ZJKong,

Could you please explain me how to do it.

Edited by: KrishnaCRM on Feb 19, 2012 8:31 AM

[Former Member]

Yes,

I am using same login names for both SAP System and Desktop Manager.

[Former Member]

Hi Krishna,

It's the in the ICI log. If you set your trace level to detail (in the user parameter), you will see these detail XML in the ICI log. The tcode is CRM_ICI_Trace.

Thanks,

Norman

[Former Member]

This is the value from Sandbox,

<currentWorkmode>

<description>Logged on - ready</description>

<id>2</id>

</currentWorkmode>

But in Development it is not shwoing any log information of userchanged xml.

It is showing only HTTP OutgoingRequest file.

FYI

SanBox is fine for this issue.

Edited by: KrishnaCRM on Feb 20, 2012 10:36 AM

[VishnAndr]

Is there any CMS system connected to Development?

[Former Member]

Yes Andrei Vishnevsky,

we are using CMS System from Astra of Solidus ECare

[VishnAndr]

I mean is this connection properly configured?

[Former Member]

Yes Andrei Vishnevsky,

RFC Connection test shows OK as a test result.

[VishnAndr]

RFC is only one step. There is a batch of settings need to be done in order to establist integration with CMS. Are they also correct?

[Former Member]

Hi Andrei Vishnevsky

As of my Observation we done RFC and BCB, both showing OK as Test resut,

part of it we have have done some settings provided by vendor.

If i have to check any thing else please let me know,I will check it and try to resolve the issue.

Thanks,

Krishna

[VishnAndr]

Krishna,

I have had no chance to deal with your vendor. But in case of standard integration between SAP CRM and SAP BCM you need to do the following for instance:

1. Create ICI RFC Connection to CMS (tx. SM59)

2. Maintain System Settings for CMS (tx. CRMM_IC_MCM_CCADM)

3. Link RFC connection to CMS (tx. CRMM_BCB_ADM)

4. Define Communication Management Software Profile (tx. CRMC_IC_MCM_CCPRO)

5. Assign CMS to Profile (tx. CRMM_IC_MCM_CCLNK)

6. Assign CMS Profile to functional profile ID CONTACTCENTER in business role (tx. CRMC_UI_PROFILE)

And certainly you need to do something in CMS itself to establish connection from its side.

[Former Member]

Hi Andrei Vishnevsky,

Thanks for great support,

as part of configuration I have done all thes procedures, Now these are fine from configuration.

i am getting Error in Trace log are

In <getWorkcenterCapability> XML and <getAttributes>XML files as

<?xml version="1.0" encoding="UTF-8" ?>

- <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">

- <SOAP-ENV:Header>

<pre:user xmlns:pre="urn:IciSystemInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">E0022933</pre:user>

<pre:language xmlns:pre="urn:IciSystemInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">EN</pre:language>

</SOAP-ENV:Header>

- <SOAP-ENV:Body>

- <ns0:getWorkcenterCapability xmlns:ns0="urn:IciSystemInterface">

<userId xmlns="urn:IciSystemInterface">E0022933</userId>

</ns0:getWorkcenterCapability>

</SOAP-ENV:Body>

</SOAP-ENV:Envelope>

-

---

<?xml version="1.0" encoding="UTF-8" ?>

- <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">

- <SOAP-ENV:Header>

<pre:user xmlns:pre="urn:IciUserInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">E0022933</pre:user>

<pre:language xmlns:pre="urn:IciUserInterface" SOAP-ENV:mustUnderstand="0" xsi:type="xsd:string">EN</pre:language>

</SOAP-ENV:Header>

- <SOAP-ENV:Body>

- <ns0:getAttributes xmlns:ns0="urn:IciUserInterface">

<userId xmlns="urn:IciUserInterface">E0022933</userId>

</ns0:getAttributes>

</SOAP-ENV:Body>

</SOAP-ENV:Envelope>.

And also I am not shown with any other XML files except these two XML files.

[Former Member]

Hi Krishna,

You need to check the content of <getWorkcenterCapabilityResponse> and <getAttributesResponse> which are the response from your CTI. If they are in green light, they are ok. If they are in red light, there will be error messages in them.

Also did you see <setCurrentChannels>, <setCurrentQueues>, <subscribe>, <setCurrentWorkmode> after <getAttributes>?

Thanks,

ZJKong

[Former Member]

Morning ZJKong,

That show Error message(means red led) and i am not getting that <setCurrentChannels>, <setCurrentQueues>, <subscribe>, <setCurrentWorkmode> XML files.

I am shown with only <getWorkcenterCapabilityResponse> and <getAttributesResponse> XML files.

Clear Description abou Exception are as follows

Exceptions from <getWorkcenterCapability>

Exception CX_CRM_ICI_EXCEPTION

Message class 1

message number 3

message Method Not Allowed405 Incorrect function.

Program name CL_ICI_SOAP_DELEGATE==========CP

Include name CRM_SOAPINCL_TRANSPORT_IMPL

row number 938

Exception CX_BCB_EXCEPTION

Exception text

Message class 0

message number 7

message (ICI Error occurred in method CL_BCB_SYSTEM->GET_WORKCENTER_CAPABILITY)

Exceptions from <getAttributes>

Exception CX_CRM_ICI_EXCEPTION

Message class 1

message number 3

message Method Not Allowed405 Incorrect function.

Program name CL_ICI_SOAP_DELEGATE==========CP

Include name CRM_SOAPINCL_TRANSPORT_IMPL

row number 938

Exception CX_BCB_EXCEPTION

Exception text

Message class 0

message number 7

message (ICI Error occurred in method CL_BCB_USER->CONSTRUCTOR)

Exception CX_CRM_MCM_EXCEPTION

Exception text

Message class CRM_IC_APPL_UI_CHMSG

message number 060

message Cannot log on to communication management software system

Program name CL_CRM_MCM_SESSION============CP

Include name CL_CRM_MCM_SESSION============CM002

row number 345

Thanks,

Krishna.

Edited by: KrishnaCRM on Feb 23, 2012 6:27 AM

[VishnAndr]

Krishna,

from your log is clear that the methods which are in ICI specs do not exist on CMS side or are incorrect. You can see it as "Method Not Allowed405 Incorrect function".

I'd suggest to take someone from your CMS vendor to investigate together.

[Former Member]

Hi Andrei Vishnevsky

May I know where exactly problem may be caused by, by that i will try to investigate it. right now my CTI Vendor is not avilable for team.

Thanks,

Krishna

[VishnAndr]

I'd say that it is probably caused by incorrect implementation of ICI on CTI vendor's side.