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Cisco Bug: CSCte23401 - tracking of SAP Call Handler IDs on transfered calls

Last Modified

May 02, 2011

Products (1)

Known Affected Releases


Description (partial)

When using the SAP Connector for ICM you have the possibility to store the Call Handler ID (an ID generated by the connector) in your TCD records on the ICM side. The Call Handler ID can also be stored with a SAP Activity on the SAP side. When trying to merge these two data sources you may find that some activities exist on the SAP side which have Call Handler IDs that do not exist in an ICM TCD record.
This inconsistency is caused by calls being transferred or conferenced by agents, in which case a temporary Call Handler is created as part of the transfer / conference action, this is never stored on the ICM side.
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