3705829 - Customer Identification Fails via CTI in Agent Desktop Side by Side or Stand-Alone release

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

• You are using SAP Service Cloud V1 (C4C) with Agent Desktop Add-On or SAP Service Cloud V2.
• When an incoming call is received, the caller is not automatically identified in the Agent Desktop or the CTI banner. 
• This occurs even if the is matching phone number of the contact/account/individual customer (Master Data) in the system.
• Consequently, the interaction is created without an associated customer record, since the search is not executed. 
• When reviewing the CTI integration logs, the ANI (Automatic Number Identification) value is something like:
   {
    "payload": {
      "Type": "CALL",
      "EventType": "INBOUND",
      "Action": "ACCEPT",
      "ANI": "441632960123",
      "ExternalReferenceID": "ABC123XYZ789_EXAMPLE"
    }
  }

• SAP Service Cloud Version 2
• SAP Sales Cloud Version 2
• SAP Service Cloud V1 (Agent Desktop SBS)

customer profile not displaying, unknown customer, smart agent, agent desktop, CTI, phone number format, canonical format, + prefix, ANI, normalization engine, trunk prefix, payload requirements , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , CEC-CRM-PH , Phone Calls for SAP Sales/Service Cloud , CEC-CRM-AD , Agent desktop - live channels , Problem