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SAP Contact Center, cloud edition

SAP Contact Center 7.0 SP9 hotfixes

Important: as you might have noticed the SCN page is evolving and moving to new platform. What comes to this document SAP Contact Center team will provide the information also on the new platform. Please find new document from

Here SAP Contact Center support team is posting an update when a new hotfix is released for SAP Contact Center SP9 release. Please note that the official information will always be on SAP Market Place. The purpose of this document is to help you follow up what have been released.

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To keep this clean and tidy we ask you to avoid posting questions to this discussion. If you have any questions or concerns related to hotfix content please create a new customer incident under CRM-CCI or raise a new discussion to SAP Contact Center SCN pages.

Hotfix #SAP NoteAffected ComponentsRemarks, Web, AS Connector Server*1 Sender

// Direct links to the released hotfix notes available via SP9 note 2181114 //

*1 - The fix can be also used in SP8 release

KBA documents related to SP9 releases:

2278778 - Unable to accept contact in CDT when using script & opening type set to When Contact Allocated - fixed in

2305857 - Email body in CDT loses line breaks when arriving to it's destination

2326861 - Email send button is not greyed out after sending of an email
2322664 - Call allocated only once

Short FAQ:
Q: Where I can find document how to install a hotfix?
A: In a hotfix note you can find instructions in solution chapter. In the Operations Guide instructions can be found from chapter 6.1 Installing Support Packages and Hotfixes

Q: What hotfixes should I install? Should I install all or can I select the one customers is needing?
A: Because of depencies between hotfixies you should install all available hotfixies. We are not able to support incompletely updated systems.

Q: Is there a sample how to install a hotfix?
A: Yes, you can find an example in SAP CCtr Advanced Training Configuration Part2, chapter Adding Hotfix. The document can be found from SAP Market Place.

Q: From where to find SAP Contact Center trainings?
A: Training can be found from, search for WFIBC*

Q: When I try to open compressed hotfix files my compression software gives an unexpected error. What to do?
A: The software and hotfix packages are compressed using RAR5 compression method. To open the packages you need WinRar 5.0 or later.