SAP Knowledge Base Article - Public

2765801 - CTI Fiori Reject and Accept Button Not Available

Symptom

When simulating a call in Fiori using the CTI adapter, the Accept and Reject button are not available.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Open the CTI Client Adapter.
  2. Simulate a Call in Fiori. The Accept and Reject button are not be available.

Cause

To have both buttons available a Widget must be configured in Fiori UI

Resolution

The Widget needs to be developed by the company CTI provider. In the Widget multiple button can be setup like Accept, Reject, Transfer etc.
In Accept scenario, once the call is accepted there is a payload sent from CTI to Cloud for Customer. A payload example is can be found in the following guide.
For Reject scenario a call, if agent rejects the call the user can choose to not send the information to Cloud for Customer.

Keywords

CTI; Reject; Accept; Button; , KBA , LOD-CRM-LA , Live Activity , How To

Product

SAP Cloud for Customer add-ins all versions