You are using CRM Interaction Center with channel integration( setup your CRM system with CTI/CMS – Computer Telefony Integration / Communication Management System). You didn’t log off the first IC WebClient session, then on your next login you will be prompted with following 3 options(see screenshot below):
Select Communication Channels Session
Welcome [Your IC Agent name]
You currently have an IC WebClient session open with communication channel services active. Communication channel services can only be active in one session. Select one of the following to continue.
Activate communication channel services in this session and end communication channel services in the first session
Keep communication channel services active in the first session and continue this session without communication channel services
Cancel this session. Keep communication channel services active in the first session
1. Where to control this Communication Channels Session during logon
Actually this is controlled by sessionManager.html of ICCMP_CCS. If you don’t want this standard behavior, then a modification of the places in following screenshot need to be considered which is not recommended by SAP.
1-1.First, Event handler OnInitialization of BSP application ICCMP_CCS -> sessionManager.htm will check if you currently have an IC WebClient session open with communication channel services active or not.
If yes(you currently have an IC WebClient session open with communication channel services active), then system will retrieve the option texts of communication channels session and display this 3 options for you to choose.
Then according to your selection of this 3 options, event handler OnInputProcessing will decide which session you will be log in or log out.
2. possible cause if this Communication Channels Session selection view is wrongly displayed.
2-1. This view can be also displayed if the CTI session was not correctly closed in the last IC session. Please make sure you have ended your last sesion by using “Log off”. Please make sure no errors and problems from CTI side. You can take an ICI trace and httpwatch trace to analyze further.
2-2. You can consider following notes which will resolved the issue that the session is not logged off correctly.
1614722 – CRM-IC: no logoff from CMS (CTI)
1775765 – CRM-IC: no logoff from CTI after pressing the logoff button
1977820 – Cannot Login after a successful Logoff
1988999 – Logo does not appear