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)

1. Customer contacts a retail agent/advisor.
2. Agent accepts the call via Smart Agent (CTI).
3. The customer profile should automatically appear on Agent Desktop.
4. Instead, the system fails to identify the customer and displays "Unknown Customer."

• The CTI provider is sending the phone number in a format that does not match the canonical format required by the SAP search engine for automatic identification.
• Specifically, the CTI payload is missing the "+" prefix, which is necessary for identifying international dialing codes.
  • For the search to succeed, the phone number passed in the ANI field must include the + prefix.
  • If the CTI provider sends only the country code and subscriber number (e.g., 91... or 1...) without the +, the search utility will not find a match against the stored contact data, and the identification will fail.

1. The CTI provider must ensure that the payload follows the documented standard by including the + prefix in the ANI field. 
   • Example of a Correct (Working) Payload:
     {
       "payload": {
         "Type": "CALL",
         "EventType": "INBOUND",
         "Action": "ACCEPT",
         "ANI": "+441632960123",  // Correct: Includes '+' prefix
         "ExternalReferenceID": "ABC123XYZ789_EXAMPLE"
       }
     }
2. Validation:
   • Coordinate with the CTI/Telephony provider to ensure the payload is sent with the Canonical (E.164) format, including the "+" prefix preceding the phone number.
   • Ensure no other characters (spaces, dashes, or leading zeros before the country code) are included in the string.
3. Verify that the CTI provider is not sending the phone number with a trunk prefix (e.g., leading "0") that does not match the format stored in the Business Partner master record.
4. Refer to the SAP Help Portal - CTI Integration for the full payload specifications.

KBA 3338607 - Phone number format requirements when using Agent Desktop.

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