SAP Knowledge Base Article - Public

2386468 - Integration with SAP Control Center: Multilpel Phone Call Activities are Getting Created from one Incoming Phone Call

Symptom

Multiple Phone Call Activities are getting created from one incoming phone call

Reproducing the Issue

  1. A phone call arrives in SAP Contact Center
  2. The phone call is assigned to a user XYZ (XYZ represents the ID of the user)
  3. User XYZ receives the phone call in both SAP Contact Center and Live-Activity pane of SAP Hybris Cloud for Customer
  4. Multiple phone call activities have been created in Phone Calls view of the Activities work center

Cause

  • This is the standard behavior of SAP Hybris Cloud for Customer
  • If SAP Hybris Cloud for Customer receives a call from the SAP Contact Center then it creates a Phone Call activity in the system
  • The same is true for any other 3rd party CTI

Resolution

  • In case you don't want to create multiple phone activity in the system, then you would have to make a change in the integration
  • For the required steps, please follow KBA 2753551

Keywords

Multiple calls call activity SAP Contact Center C4C , KBA , SRD-CC , Cross Components , How To

Product

SAP Cloud for Customer core applications 1708 (old) ; SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708