Multiple Phone Call Activities are getting created from one incoming phone call.
Reproducing the Issue
- A phone call is regested in SAP Contact Center.
- The phone call is assigned to a user XYZ (XYZ represents the ID of the user).
- User XYZ receives the phone call in both SAP Contact Center and Live-Activity pane of SAP Hybris Cloud for Customer.
- Multiple phone call activities have been created in Phone Calls view of the Activities work center.
This is the standard behaviour of SAP Hybris Cloud for Customer.
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.
KBA , SRD-CC , Cross Components , How To