SAP Knowledge Base Article - Public

3252554 - Error "Failed to create interaction, please contact your administrator in Agent desktop" after accepting a phone call


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  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales 

Reproducing the Issue

  1. Receive a phone call in C4C
  2. Accept the call
  3. Customer Hub window opens while in the Agent Desktop 


Potentially bad payload


  • Typically such cases are caused by incorrect or invalid phone number passed by the CTI via the payload
  • Ensure that the CTI passes the correct payload per "Phone Events and Payload"
  • Pay special attention to the ANI (Automatic Number Identification) parameter.
    • ANI cannot contain extra data
    • Typically must be in Canonical format
  • Tip: you can identify the payload testing in Chrome (Dev tools) and looking under the Network tab and filter by "phoneCalls"
    1. Before reproducing the issue, launch Chrome Dev Tool (Ctrl+SHIFT+I)
    2. Click the Network tab and enter "phoneCalls" in the filter

    3. Then scroll down to find the call and check the payload, preview and the response



Error, Interaction, Customer Hub, Activity, AD, Agent Desktop , KBA , failed to create interaction , agent desktop , LOD-CRM-LA , Live Activity , LOD-CRM-SBS-AC , Agent Console Add-on , Problem


SAP Cloud for Customer core applications 2208