SAP Knowledge Base Article - Preview

3373150 - When performing a click to call from Agent Desktop, on an already confirmed BP, the system will still open a new tab


  • When executing a click-to-call from a confirmed Business Partner (BP), the system opens a new tab in the Agent Desktop (AD) as soon as the call is answered.
  • The system requires the user to perform a new search and confirm the BP again, despite the call originating from the customer hub using an already confirmed BP.
  • The expectation is to prevent the opening of a new AD tab, considering that the click-to-call originated from the customer hub using an already confirmed BP.



  • SAP Service Cloud V2
  • Agent Desktop (Side by Side Add-On)
  • SAP Service Cloud


SAP Business Technology Platform all versions


Open new AD tab, confirmed Account, Contact, Individual Customer , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , CEC-CRM-AD , Agent desktop - live channels , Problem

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