3602122 - Missed or Rejected Calls Not Recorded in SAP Service Cloud Version 2

• Missed or rejected calls are not being recorded in SAP Service Cloud Version 2.
• When an agent receives an incoming call and a 'NOTIFY' payload is sent to SAP CX V2 (Service Cloud V2), but the agent does not accept the call, no Phone Call record is created. 

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

1. An incoming call is initiated, and the system sends a 'NOTIFY' payload to SAP CX V2.
2. The agent does not accept the call (either due to a missed or rejected scenario).
3. The widget sends an 'END' payload to SAP CX V2.
4. No Phone Call object is created in the system.

• The system design in SAP Service Cloud V2 creates Phone Call records only when the call is accepted.
• The 'NOTIFY' payload does not trigger record creation; only the 'ACCEPT' payload does. 

• This is expected system behavior.
• SAP Service Cloud Version 2 only creates a Phone Call activity upon receiving the 'ACCEPT' event.
• The 'NOTIFY' event alone does not log a phone call. For more details, refer to the documentation on CTI Payload Structure.

SAP Service Cloud CTI Integration Overview

missed call, rejected call, phone call not recorded, CTI widget, NOTIFY payload, END payload, phone call activity, SAP Service Cloud V2, interaction statistics, call record , KBA , CEC-CRM-AD , Agent desktop - live channels , CEC-CRM-CTI , CTI for SAP Sales/Service Cloud , Problem