Troubleshooting

Use

This function is used to find the cause of errors that occur during testing or in an active telephony environment.

Prerequisites

It is advisable to read the information on the process flows for inbound calls and outbound calls.

Activities

Call SAPphone system administration (SPHB).

Error symptom

Procedure

Outbound calls are not transferred to the telephone.

  1. Check the operating status of the external telephony component.

  2. Set the trace for the telephony component.

  3. Check the RFC destination.

  4. Check the compatibility of the versions of the SAPphone interface and the external telephony software.

  5. Check the work center settings.

Inbound calls are not displayed in the SAP System or do not trigger the start of a task

Check whether the error is due to a missing assignment.

When the missing assignment is checked, it is found that the inbound call was not transferred to the SAP System.

Proceed as described for outbound calls.