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Caller information missing in Missed, Answered, Dialed dialogue


Since moving to Contact Center 7 SP9, we have had a few issues with CDT. Most of these have been remedied by clearing the browser cache. However, one problems persists. Caller is being listed as 'unknown' in the Calls dialogue box in CDT (for missed, answered and dialled).

I've looked at the available hotfixes but can't seem to see any that mention this. Is anyone else having this issue and does anyone have any idea of which setting determines whether this information is shown or not? I've been through the Sys Conf options to see if I can find something, to no avail.

Any help or advice gratefully received, as always.

Best wishes,


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  • Best Answer
    Posted on Aug 17, 2016 at 06:12 AM

    Hello Adele,

    my colleague was solving similar issue - as far as I remember, the root cause was in data protection rules (SC->Reporting->Data Protection Rules->Select your entry-> Uncheck checbox Protect External Participant.

    Also check the SC entry lower (Statistics Settings-> block Monitoring Settings), Here enter 0 in field Hide name in Addresses and...

    If it would not help, just come back :-)...



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  • Posted on Aug 16, 2016 at 01:51 PM

    Hi Adele,

    does CDT show the names correctly when the calls arrive, and only shows unknown in the Calls dialogue?
    How does it display the calls if the same user uses the contact history (under Contact Center tab)?

    As I am not sure which version you upgraded from, FYI SP8 Release Notes (SAP Note 2039432), section 3.6.3 Personal Call History.


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  • author's profile photo Former Member
    Former Member
    Posted on Aug 16, 2016 at 04:06 PM

    Hi Adele,

    Pls check the reporting setting in the SC..

    Reporting -->Reporting Specification ,Reporting groups etc...



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