Today morning one user reported a “Takeback Call”,  after half a ring call delivered to next agent.  She is using two CRM sessions.From her CDT logs can see calls delivered  in OII and it got terminated in secs..  It happened in two calls.

This issue happens when you are not using Multi-Session in CRM and have two independent IC Web sessions open. 

Here is the problem, simply because one session does not have the phone active the user still has the Telephony role assigned.  Therefore when they log into IC web, it also communicates back with SAP Contact Center.

When a call is being offered to an agent, it actually gets offered to both sessions.  This is because SAP Contact Center has the record of both sessions.  Depending on the actions being performed in the second session, the one for email, it is possible that CRM relays back to Contact Center that there is no active session.  This is apparent as seen below,  you can see the information received as DATA: USER_REJECT field.  This is probably the reason for the “takeback call”  meaning CRM signals that the agent does not have an active phone session open at the time the call is offered.  Therefore, SAP Contact Center removes the call and offers it to the next agent.

In order to avoid this issue it is recommended that when your IC Web is integrated with SAP Contact Center, the IC web feature of Multi-Session is turned on and in use.

CRM Multi-Session allows the agent to open email interactions, Interaction Records and phone calls all within the same session utilizing multiple tabs with the Internet Explorer session.