One-way audio in SAP CRM Interaction Center

[Nina_Makkonen]

Symptoms

When an agent answers a call in SAP CRM Interaction Center integrated scenario, there's only one-way audio. If the call is answered from Communication Panel or is an outgoing call, the audio is normal.

Solution

We are now working to provide a fix. For fix updates, see messages in this post. Meanwhile the workarounds are either to:

• accept calls from Communication Panel or to define auto-answering for Communication Panel. For configuration, see Communication Panel settings in System Configurator.

• place a call on hold and resume the call

[Nina_Makkonen]

The issue occurred in the cloud release 24Q1 and has now been fixed. If you continue to have audio issues with your SAP CRM integration, create a support ticket.