Symptom
- Phone number of the incoming caller is not copied over to the Activity Context for the field Phone
- The customer expectation is that the phone number that is delivered from the ANI (Automatic Number Identification) is also copied to the Phone field
- The confirmed account phone number is not saved in the phone call activity header information under the Phone label
- The same behavior can be observed when manually creating a Phone Call Activity without any CTI interaction (Incoming phone call)
Image/Data is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.
Environment
- SAP Cloud for Customer
- SAP Cloud for Service
- SAP Cloud for Sales
Reproducing the Issue
- Via CTI (widget integration)
- Create an inbound call to the designated number
- Accept the call from the widget (CTI)
- Confirm the customer from the Live Activity Center UI
- Click the phone subject or go to Activities -> Phone Calls -> look under the Phone field -> no phone number
- Via manual entry
- Go to "Activities" -> "Phone Calls"
- Click the "+" sign to create a new entry
- Add all the details (do not enter any information related to the primary contact)
- Save the changes
Resolution
- The "Phone" field does not use ANI or the incoming number from the inbound telephony call to populate said field.
- Data for the "Phone" field in question field in question gets copied from the phone number data belonging to the Primary Contact of an account.
- For cases where the contact is an Individual Customer, this data will not be copied over, hence the confusion.
- The above is the expected behavior and cannot changed in standard.
- Customers are also encouraged to submit a request via the SAP Influence Program. See KBA 2531650, for more details.
See Also
- 2080050 - Phone Number Not Pulled While Creating a New Contact From Live Activity APC_V_LANGIND_ENC_NMB_SHT_DESC PrimaryContactParty
- 1725944 - The Phone Number of the Contact Person is Displayed Incorrectly in the Phone Call Activity
- 3267127 - How does the CTI Call Flow work with LiveActivity
- 3251501 - Customer Hub View does not open with new inbound phone call while using the Live Activity
- 3267129 - Understanding the expected behaviors when confirming BPs in C4C Live Activity
Keywords
Phone Live Activity not displayed copied contact individual customer account phone number PhoneNumber notcopied not , KBA , LOD-CRM-LA , Live Activity , LOD-CRM-ACC , Account , LOD-CRM-CON , Contact , Problem
Product
SAP Cloud for Customer core applications 2111