2386468 - Integration with SAP Control Center: Multilpel Phone Call Activities are Getting Created from one Incoming Phone Call

SAP Knowledge Base Article - Public

2386468 - Integration with SAP Control Center: Multilpel Phone Call Activities are Getting Created from one Incoming Phone Call

Symptom

Multiple Phone Call Activities are getting created from one incoming phone call.

Reproducing the Issue

  1. A phone call is regested in SAP Contact Center.
  2. The phone call is assigned to a user XYZ (XYZ represents the ID of the user).
  3. User XYZ receives the phone call in both SAP Contact Center and Live-Activity pane of SAP Hybris Cloud for Customer.
  4. Multiple phone call activities have been created in Phone Calls view of the Activities work center.

Cause

This is the standard behaviour of SAP Hybris Cloud for Customer.

Resolution

If SAP Hybris Cloud for Customer recieves a call from the SAP Control Center then it creates a Phone Call activity in the system.
In case you don't want to create multiple phone activity in the system, then you would have to make a change in the integration, so that SAP Control Center
only send the notficiation to SAP Hybris Cloud for Customer once the agent has accepted the call.

Keywords

KBA , SRD-CC , Cross Components , How To

Product

SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1708