SAP Knowledge Base Article - Preview

3704183 - Subject Field Not Visible in Agent Desktop During CTI-Initiated Calls in Service Cloud V2

Symptom

  • Administrators are unable to add subject field to Agent Desktop during CTI-Initiated calls in Service Cloud V2.
  • The Agent Desktop does not display the Subject field when receiving a call via CTI integration.
  • The Subject field is visible when the Agent Desktop is opened manually.
  • Attempts to add the Subject field via Adaption mode fail.
  • The Subject field is automatically generated as "call from ANI/NUMBER," making it difficult to locate relevant calls later.


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Environment

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

Keywords

Agent Desktop, CTI integration, Subject field missing, Field adaptation, Service request subject, SAP Service Cloud V2, SAP Sales Cloud V2, Incoming call, Live interaction, Cannot edit subject, Adaptation mode not working, CTI payload, Field visibility issue, Call from $NUMBER, UI customization limitation , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem

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