SAP Knowledge Base Article - Preview

3733174 - Outgoing Call Displays as "Incoming Call" in CTI – SAP Service Cloud Version 2

Symptom

  • When initiating a call by clicking a customer’s phone number in the Agent Desktop, the CTI softphone displays "Incoming Call" instead of "Outgoing Call".
  • This occurs even though the call was triggered by the agent.


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Environment

  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0
  • CTI Integration (third-party provider)

Keywords

SAP Service Cloud Version 2, SAP Sales Cloud Version 2, CTI Integration, Computer Telephony Integration, Agent Desktop, Outgoing Call Issue, Incoming Call Display, Call Direction Error, CTI Payload, Payload Misconfiguration, Softphone Issue, Telephony Integration, Call Handling, Business Partner Call, Click to Dial, Incorrect Call Type, Outbound Call, Inbound Call Mislabeling, CTI Provider Configuration, SAP CX Integration, Call Event Handling, Telephony Payload Validation , KBA , CEC-CRM-CTI , CTI for SAP Sales/Service Cloud , Problem

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