SAP Knowledge Base Article - Public

3465078 - Phone call interaction in Agent Desktop (Add-On) is not created after incoming phone call is accepted


  • You are using Agent Desktop (add-on)
  • You are using a Widget base integration
  • When an inbound call is accepted, the expectation is that the phone call interaction would be created
  • No interaction is created even when there is no errors shown


  • SAP Cloud for Customer core applications
  • Agent Console Add-On for SAP Service Cloud

Reproducing the Issue

  1. Initiate an inbound phone call
  2. Accept the call via the CTI widget
  3. Call is accepted, but no attempt to search in AD was performed and no interaction was created


  • Missing configuration
  • Invalid or incorrect payload from CTI


  • Ensure the CTI is sending the correct payload per the "Phone Integration" online documentation
  • Ensure that the Communication Systems has been created and configured in for the Agent Desktop:
    • Setting up the communication system:
      1. Go to Administrator
      2. Navigate to General Settings -> Communication Systems
      3. Create a New entry if non already exists (for this example, we would say the name of the Communication System ID is "CTI")
      4. Maintain the entry as:
        • ID= CTI
        • Hostname= CTI
        • System Access Type= Internet
        • Under Business Instances, create one entry and fill the system ID as "CTI" and the Preferred Application Protocol as "5-Web Service"
      5. Save the changes and activate
    • Configure the Agent Desktop to use the above Communication System:
      1. Go to Administrator
      2. Navigate to Service and Social
      3. Open Configure Agent Desktop and navigate to "Configure Widget and Provider"
      4. Enter "CTI" under Communication System ID
      5. Save the changes, restart the browser session and test

See Also

  • 3252554 - Error "Failed to create interaction, please contact your administrator in Agent desktop" after accepting a phone call
  • 3290081 - Failed to create interaction, please contact your administrator, when answering a phone call from the Agent Desktop
  • 3382248 - External ID and Original External ID are not copied to the Phone Call Activity


Agent desktop, Agent Console, Interaction Records, Search, Side by side, add-on, activity, creation, customer hub , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem


SAP Cloud for Customer core applications 2402