3290081 - Failed to create interaction, please contact your administrator, when answering a phone call from the Agent Desktop

• You are using the Agent Console Add-On for SAP Service Cloud
• Sometimes, when answering a call, the following message would appear: "Failed to create interaction, please contact your administrator."
• The above message causes the system to not create the Interaction which is displayed in the Customer Hub nor the Activity Created under the Activities WC in C4C 

• SAP Cloud for Customer
• SAP Cloud for Service

1. Connect to the C4C tenant integrated with a CTI
2. CTI receives a call and passes the payload to the Agent Desktop
3. The message "Failed to create interaction, please contact your administrator." is displayed
   

• Invalid payload
• Invalid number

1. Open C4C and invoke the Chrome or MS Edge Developer tool (F12 or right click the screen and select "Inspect")
2. In the DevTool, select "Network" and filter for the term "PhoneCall"
3. Look for the entry in question and check if there is an error like "error: {code: "interactionGeneric.1000", message: "Invalid phone number."}"
• If the above is the case, then you need to contact your CTI provider
1. ensure that the phone number pass in ANI is a valid number that meets for example the E.164 phone number format
2. some CTI providers will use internal numbers (extensions) which are used for internal calls only
• If the number is correct, and there is no error, then most likely the issue is related to a service issue at that time. In that case, please try again later.

See Phone Integration for more details on the correct payload

 Invalid number, AD, agent desktop, failed interaction, failed to create activity, Phone call, failed, "Invalid phone number" , KBA , failed to update interaction , LOD-CRM-SBS-AC , Agent Console Add-on , Problem