A frozen interaction record in SAP CRM
We have CTI with mySAP CRM IC installed at our unit. Mostly, we follow the process "identify account", and then click to load an interaction record. The interaction record mostly comes up with "Category: Telephone" and "Direction: Inbound" on these incoming calls on the interaction record. Every so often, we get "Category: Email and "Direction: NoEntry" resulting in a frozen interaction record. We cannot input anything and must exit the mySAP application. Do you have any thoughts on what our problem might be?

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My initial thoughts on the issue are below.

An Interaction record is automatically created when an account is confirmed. I am not sure why you have to click on the Interaction record to load the details unless you have further processing. Your system is setup to pick up the Interaction record category as Telephone by default. At no point system would change the default category. I am suspect the issue with the categories in the buffer when they were loaded with an email last time. I recommend agent click the end button to clear the buffer after an interaction record is processed and before accepting next call. I recommended debugging if the issue is not resolved. Please let us know how the issue is resolved.

This was first published in December 2007