SAP Knowledge Base Article - Public

2454027 - Unknown Caller For Employee In Live Activity


Live Activity pane displays Unknown Caller when a call is received from Employee.


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: Live Activity configuration has been completed and Employee has required data maintained in the system.

  1. Log in to C4C and open CTI Adapter.
  2. Simulate a call with number Dialing From as phone number of employee ABC (ABC represents employee's ID).
  3. In Live Activity pane, caller appears as Unknown Caller.


You have not configured Administrator settings for enabling Employee search.


Follow the below steps to enable the same:

  1. Go to the Administrator work center.
  2. Go to the Service and Social view.
  3. Open the Live Activity Configuration link under Communication Channels.
  4. In the Fiori Client Settings, Search Objects, click Add button.
  5. Select Employees in the Add Search Object popup.
  6. Click Add button.
  7. Click Save and Close button.

See Also

KBA 2890012 - Fields That Are Set to Visible in The Live Activity Center Are Not Displayed

KBA 2621049 - How to set up CTI to Have Names Displayed for Individual Customers, Accounts and Contacts as well as Employees When Receiving Phone Calls.

Help Portal: Solution Guide for SAP Service Cloud - Chat Communication Channel


Employee, live activity, CTI, call, simulate, communication channels, unknown caller, CTI adapter, phone call, activity, chat, search, fields, search object, , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-LA , Live Activity , How To


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions