SAP CRM / CS Supports

Symptom
The work mode Ready/Not Ready gray out and cannot be changed.
Reason and Prerequisites
The Ready/Not Ready radio button is grayed out which indicating that a communication error has occurred between IC WebClient and backend system.
Solution
The work mode will function only after the Communication Management Software system (CMS) is configured correctly. However, the inactive work mode could also cause by several others reasons including faulty configuration, network problem, etc.
The following information provides the detail of some known possibilities/solutions that could cause the problem of work mode do not display properly.
Verify the CMS configuration
The CMS is connected with CRM system via RFC interface type G or HTTP Connection to External Server. This connection is then linked to CMS system ID and CMS profile respectively. Make sure that required configuration for CMS is complete and RFC connection can be tested successfully. More info about CMS integration can be found at: http://help.sap.com/saphelp_crm70/helpdata/EN/45/f06320312c3112e10000000a1553f7/frameset.htmCheck all required SICF services for IC WebClient
There are a set of required SICF service that mandatory for starting IC WebClient. See note: 1295006Check the proxy settings of the browser (IE, firefox etc) is correct.Use transaction CRMS_IC_CHECK and check if you see any errors.Check ICI trace. Turn ICI trace on by su01: parameters, CRM_ICI_TRACELEVEL, set to XXX. To view the ICI trace files use transaction CRM_ICI_TRACE.Invalidate the ICM server cache
If work mode always grayed out when starting IC WebClient please invalidate the ICM server cache (transaction SMICM menu Goto->Http Plug-in->Server Cache) and restart IC WebClient.If you are using CCSUI and the web browser has been terminated abnormally (through the task manager or otherwise) there is a possibility that the Ready/Not Ready buttons maybe grayed out when you log in into IC WebClient the next time. You need to Reset CCSUI and restart IC WebClient.Reset Contact Center Software UI (CCSUI)
If you are using CCSUI instead of real CTI server (e.g. during preparation phase). Make sure that the CCSUI installed can be launched without any error message. If the gray out issue happened, try to reset the CCSUI and restart IC WebClient again.Online blog to setup IC to use CCSUI – https://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/9774