SAP Knowledge Base Article - Public

3271527 - Outbound call creates two Agent Desktop Searches (two tabs for the same interaction)


  • You are using the Agent Desktop add-on
  • When using the "Click-to-Call", the callout would open the Agent Desktop/Service Agent Console (AD) Customer search and context information
  • When the call is answered, the system tries to open a new search for the same BP search


  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales
  • Agent Desktop add-on

Reproducing the Issue

  1. Go to Customer -> Accounts 
  2. Find a BP that has a phone number maintained and click it to call out
  3. The call is played via the widget and the search is launch in the AD
  4. Confirm the BP and open the Customer Hub
  5. When the call answered by the end callee, the system performs another search and opens another tab in AD (such behavior is unexpected, since there no need for another search performed)


Additional payload sent by the CTI provider


  • Ensure the CTI Provider does not send extra or unnecessary payloads when using the call out (click-to-call) scenario
  • See the Outbound Calls (Click-to-Call) CTI Call Process Flow 

  • The CTI should only send the corresponding payload when the agent hangs up.
  • The communication system uses the end event to update the call activity and record the ending time and date.
  • The CTI can also send the call recording and playback information in that end event (see the "END" event payload)

    • Example code for End event:

      <?xml version="1.0" encoding="UTF-8"?>

    • Example code to pass the Call Recording and Playback:

      <?xml version="1.0" encoding="UTF-8"?>

    • Example code for opening a phone call recording (the Widget should open and the playback should be handled by the CTI provider if this is supported):

      InteractionId: "67F9EA535AE0EA1180E000505687F2FD" -> external reference
      RecordingId: "REC_67F9EA535AE0EA1180E000505687F2F" -> Recording ID received by CCTR
      type: "recordingPlayback"

See Also


AD, Agent Desktop, Service Agent Console, C4C, Communication, multiple tabs, , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem


SAP Cloud for Customer core applications 2211