SAP Knowledge Base Article - Preview

3208108 - Business Partner is not identified in the Agent Desktop when a call arrives

Symptom

  • You are using the new Agent Desktop add-on
  • When an inbound call is alerted in the widget, the customer is not identified 

    Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


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Environment

  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales
  • Sinch Contact Pro or other CTI vendors

Product

SAP Cloud for Customer core applications 2205

Keywords

Agent desktop, no identification, unknown customer, C4C , KBA , wrong customer identification , LOD-CRM-LA , Live Activity , Problem

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