SAP Knowledge Base Article - Preview

2880031 - Contact is not identified in C4C when using SMS/WhatsApp/Facebook and other CCtr supported channels

Symptom

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.

  • You have an integration with SAP Contact Center (CCTr) and SAP Cloud for Customer (C4C)
  • Integration is done using SAP Communication Panel embedded widget 
  • When a contact that is routed through channels such as "SMS", "Facebook", "WhatsApp", "WeChat", "Viber" and "Telegram" (last 4 are part of SAP Social Channels 365)", the customer name is not identified in C4C Live Activity


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Environment

Product

SAP Cloud for Customer core applications 1905 ; SAP Cloud for Customer core applications 1908 ; SAP Cloud for Customer core applications 1911 ; 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, account identification, cloud for customer, Live Activity Search , KBA , CRM-CCI , Contact Center Infrastructure , LOD-CRM-LA , Live Activity , Problem

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