SAP Knowledge Base Article - Preview

3698707 - Interaction Log Layout Differs During Incoming CTI Calls

Symptom

  • The Agent Desktop displays an incorrect Interaction Log view during incoming calls triggered via a CTI implementation.
  • The Interaction Log view does not match the configured main Agent Desktop layout.
  • Attempts to modify the Interaction Log using Start Adaptation during an active call are blocked.
  • The issue only occurs during incoming calls.
  • When the Agent Desktop is opened manually without an active call, the Interaction Log view appears correctly and matches the configured layout.


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Environment

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

Keywords

agent desktop, interaction log, CTI integration, incoming calls, incorrect view, layout configuration, field modification blocked, live channels, SAP Sales Cloud Version 2, CTI, Interaction Log, Agent Desktop, SAP Service Cloud V2, Page Layout, Start Adaptation, Incoming Call, Supported Fields, Working as Intended  , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem

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