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SAP Knowledge Base Article - PublicSymptom
You notice that the Customer Hub does not open automatically when an inbound call is received.
Environment
SAP Service Cloud Version 2
Cause
The Customer Hub will automatically open when the phone number of the inbound call is matched with a single Account, Contact or Individual Customer record in the system.
In case there are multiple records with the same phone number maintained, then the agent will have to confirm what is the correct Account, Contact or Individual Customer that is calling to proceed and open the Customer Hub.
Resolution
This is the system designed behavior.
Keywords
Agent, Desktop, Agent Desktop, Customer Hub, Phone Number, Phone, Number, Mobile, Account, Contact, Individual Customer, Open, Automatically, Inbound, Call, Incoming, Multiple, Single, SAP Service Cloud Version 2, , KBA , CEC-CRM-AD , Agent desktop - live channels , How To
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