Repeated Agent State Change to Not Ready
In SAP CRM release 7.3 (also called 7.0 Enhancement Pack 3) or newer, it might happen that an agent’s SAP ICWC toolbar buttons grey out or throws an error when an agent changes his state to not ready two times in a row without passing through another agent state (e.g. ready). This behavior is caused by a missing userChanged-event sent from the CRMConnectorSAP to SAP CRM. To change this behavior, the following adjustment of the CRMConnectorSAP’s configuration-file is required:
[Dynamic]
...
EsFlags={\<current value\> + 0x00000400}
...
The EsFlags setting is dynamic so it is not necessary to restart the CRMConnectorSAP Windows Service to activate the functionality.
If the EsFlags key is not null, the current value and the value for repeated agent state change to not ready (Hex 0x00000400) must be combined via bitwise-OR.