Hello Sap Crm Call center Experts,
We have a requirement to display CAD (call attached data ) to CRM IC WebClient for incoming call.
When a in bound call comes to customer representative,he can see the customer information and also the CAD data for ex: IVR options selected by customer.
So please help me out for following things.
reading data from CAD
displaying CAD on Web UI screen
i have configured CAD profile by following these steps
CRM->IC Web Client->Basic Functions->Comm channels->Define Profile for CAD, Attribute "SAP_CALL TYPE" has been configured
Assigned this to Business role. so when we logged into crm web ui we see CAD work center.
Attribute "SAP_CALL TYPE" has been configured with the following label:
1-800 Option 1 PLACE ORDER
1-800 Option 2 TRACK ORDER
1-800 Option 3 OTHER SVC
1-800 No Option NO OPTION
so when option 1 is selected while making a call to genysis it is
working fine
when option 2 or option 3 are selected those corresponding details are
not displayed on web ui under CAD work center
please find attached the word document to see the screen shots with steps to reproduce the issue
also find the og file from genysis
so we need your help in fixing this issue