Call to the C4C using a phone number that belongs to multiple Customers/Contacts. The Live Activity search will not show any Tickets.
SAP Cloud for Customer
Reproducing the Issue
Call to the C4C using a phone number that belongs to multiple Customers/Contacts (the call can be performed via CTI External vendor or via CTI Adapter).
- Go to the Live Activity work center.
- Click in the Multiple Contacts found message. The search result will not display any Tickets.
For the Tickets to be displayed, a Customer/Contact must be selected first.
Once you receive the call in the C4C, click the message and select the Customer/Contact which was calling and the Tickets associated to that Customer/Contact will be properly displayed.
Customer; Contact; CTI; Call; Ticket; , KBA , LOD-CRM-LA , Live Activity , How To