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.
Environment
- SAP Cloud for Customer
- SAP Cloud for Service
- SAP Cloud for Sales
- Sinch Contact Pro or other CTI vendors
Reproducing the Issue
- Perform and inbound call
- Accept the call from the widget
Cause
Missing configuration
Resolution
- Ensure the "Customer Search" ID settings have been correctly defined
- Configure the fields that appear in the agent desktop to identify customers, contacts, and tickets
- Procedure:
- Go to: Administrator > Service and Social > Configure Agent Desktop
- Select Identification Settings
- Select the business object for which you want to configure the display fields:
- Account
- Contact
- Individual Customer
- Ticket
- Edit the table to configure the fields displayed in the agent desktop
- Unless your CTI is using Call Attached Data to push other specific contact information like BP ID, Ticket etc, the system will typically use the Automatic Number Identification (ANI).
- If the BP identification is using ANI, ensure the BP you are trying to identify has the correct/same phone number maintained.
- For example, the phone number calling is +1234567890, and the customer is Johnny Bravo.
- In such a case, you will need to make sure the same BP (Individual Customer, Account or Contact) has the same phone number maintained.
- One can perform a manual search in the Agent Desktop and/or under the Customers Work Center as a test.
- See KBA 2880002 for more details
See Also
2880002 - Customer account information is not shown in C4C Live Activity when the call notification is received in C4C
Keywords
Agent desktop, no identification, unknown customer, C4C , KBA , wrong customer identification , LOD-CRM-LA , Live Activity , Problem
Product
SAP Cloud for Customer core applications 2205