3619898 - Customizing Timeline Title for Phone Calls in Agent Desktop (AD)

• The timeline title for incoming phone calls in Agent Desktop (AD) shows the default text "Incoming phone call from XYZ: Call from (Phone number)".
• Administrators want to change this text or translate it into another language 

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

1. Log in to the Agent Desktop (AD) interface.
2. Receive and accept an incoming CTI (Computer Telephony Integration) phone call.
3. Observe the title displayed in the timeline for the phone call, e.g., "Incoming phone call from XYZ: Call from (Phone number)".
4. Confirm that the title is not customized or translated as required.

The timeline title for phone calls is defined via configuration in Language Adaptation, allowing for label changes and translations.

To customize or translate the timeline title for incoming phone calls in Agent Desktop:

1. Navigate to Settings > Language Adaptation.
2. Select the adaptation object: Phone Call - sap.crm.service.phoneService.
3. Choose the Source Language (e.g., English) and the desired Target Language.
4. Proceed to the next step.
5. Locate the phrase: Incoming phone call from {$contact} {$individualCustomer} {$account} {$supplier} {$supplierContact} {$employee}
6. Modify the string as needed for customization or translation.
7. Save the changes.
8. Retest by receiving and accepting a CTI call to confirm the updated label.

Language Adaptation 

Phone call title, Agent Desktop, CTI call, Language Adaptation, sap.crm.service.phoneService, timeline customization , KBA , CEC-CRM-AD , Agent desktop - live channels , CEC-CRM-TIM , Timeline for SAP Sales/Service Cloud , Problem