SAP Knowledge Base Article - Public

2708371 - Integration With 3rd Party CTI Provider Not Working As Expected


You have integrated 3rd party Computer Telephony Integration (CTI) provider with SAP Cloud for Customer but it is not working as expected. For example, when inbound call is made, field Call From is empty and as a result caller is not recognized.


SAP Cloud for Customer

Reproducing the Issue

  1. Login to SAP Cloud for Customer.
  2. Open Live Activity.
  3. Start SAP Cloud for Customer CTI Client Adapter.
  4. Simulate inbound call with the adapter (provide ANI and DNIS parameters).
  5. Parameters are passed correctly.
  6. Simulate inbound call with 3rd party CTI provider and notice parameters are not passed as expected, for example Call From field is empty.


The wrong parameters are being passed or the parameters are missings in the URL.

Inbound call integration uses a parameterized URL to pass information from 3rd party CTI provider solution to the SAP Cloud for Customer CTI Client Adapter.

The URL: http://localhost:36729/?CID=<cid>&ANI=<phonenum>&DNIS=<phonenum2>&<cad1=xxxx&cad2=yyyy>

The parameters in the URL:

  • CID - The client ID.
  • ANI - caller's number (call from).
  • DNIS - number dialed (call to).

More parameters can be used in the URL. For full list see Solution Guide for SAP Cloud for Service, section Adapter Integration.


If all settings in SAP Cloud for Customer are correct and simulated inbound call works as expected using SAP Cloud for Customer CTI Client Adapter, this issue is likely to be on 3rd party CTI provider side and needs to be checked by customer/partner.

In case everything is correctly set, then please collect the following Logs and send them to SAP

  1. Open CTI Adapter.
  2. Click Disable Adapter.
  3. Increase the Log Level to High (from dropdown).
  4. Click Enable Adapter.
  5. Simulate the call few times with the respective CTI provider.
  6. Disable the Adapter to update all the logs to Log Files.
  7. Go to the log directory under local C:\Users\ <UserName>\AppData\Local\SAP\SAPC4CClientAdapter\log
  8. Open the latest file CTIServer<Date>

See Also

Solution Guide for SAP Cloud for Service: Adapter Integration

Knowledge Base Article 2444353


CTI, Live Activity, Parameters, Adapter , KBA , LOD-CRM-LA , Live Activity , How To


SAP Cloud for Customer add-ins 1808 ; SAP Cloud for Customer add-ins 1811