3600821 - CTI Pane Does Not Automatically Expand When Receiving an Inbound Phone Call or Chat

• The CTI iframe does not automatically expand or make the widget visible when an inbound phone call or chat notification is received.
• The agent must manually open the interface to accept the inbound session.
• The expected behavior is for the right-side pane to automatically adjust and display the CTI widget when an inbound notification occurs.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0 

1. Log on to the system.
2. Minimize and hide the CTI iframe.
3. Initiate an inbound phone call or chat session.
4. Observe that the iframe does not automatically re-expand.

This behavior is by design.

• The system behavior is designed to enhance user control and streamline session acceptance.
  • Instead of automatically expanding the pane, the agent receives a pop-up notification.
  • By clicking on the pop-up, the iframe will open, displaying the CTI widget.
  • The agent can then accept or reject the inbound call or chat session within the opened widget.
• This approach ensures that sessions are managed intentionally by the user, preventing unintended session acceptances.

CTI, inbound call, iframe, widget, notification, SAP Service Cloud V2, SAP Sales Cloud V2, pane auto-expand, inbound chat, session acceptance , KBA , CEC-CRM-CTI , CTI for SAP Sales/Service Cloud , Problem