SAP Knowledge Base Article - Preview

2753551 - C4C creates multiple call activities for every event triggered by the CTI for the same call

Symptom

  • You are using SAP Contact Center (CCtr) integrated to Hybris Cloud for Customers (C4C)
  • C4C is creating 3 call activities and 3 screen pops for each event triggered by CTI adapter (allocated, connected, disconnected)
  • C4C appears to treat all these events the same way but no additional call activities should be created except for "Call connected"
  • Expected Functionality: Only 1 call activity should be created when the "call connected" event is triggered


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Environment

  • SAP Contact Center 7.0
  • SAP Contact Center Feature Pack 12
  • Hybris Cloud for Customer

Product

SAP Cloud for Customer core applications 1811 ; SAP Contact Center, on-premise edition 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications , KBA , CRM-CCI , Contact Center Infrastructure , LOD-CRM-LA , Live Activity , Problem

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