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

• You are using the Agent Desktop Add-On in C4C
• The Agent Desktop/Service Agent Console is configured to handle calls via Widget Integration
• When a call is accepted, it is expected that the call would be captured to both the Customer Hub Timeline and in C4C Activities
• Occasionally, the error "Failed to create interaction, please contact your administrator in Agent desktop" would appear
• No phone interaction is created in the Customer Hub Timeline
• No phone interaction is created in the Activities -> Phone Calls either

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

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

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