2440776 - You do Not Want the Automatic Phone Call Activity Creation in Live Activity

SAP Knowledge Base Article - Public

2440776 - You do Not Want the Automatic Phone Call Activity Creation in Live Activity

Symptom

When the calls come through Live acitivity, the phone calls are automatically created in Cloud for Customer system. You do not want the automatic creation.

Reproducing the Issue

  1. Open the Live Activity pane.
  2. Phone call is received on the Live Activity pane.
  3. Agent does not accept the call.
  4. Now, navigate to the Activties work center.
  5. Go to the Phone Calls view.
  6. Phone Call activity is created for the rejected call.

 

Cause

The system automatically logs a phone activity to make sure the activities created match the actual phone calls received. The agent can then decide whether or not to create a Ticket as a follow up to the phone call, but the call is logged, in any case.

Resolution

Currently, there is no plan to stop the automatic creation of phone activity. You may request for this new requirement on SAP C4C Ideaplace:

https://ideas.sap.com/SAPCloudforCustomer

Keywords

KBA , LOD-CRM-EMP , Employee , How To

Product

SAP HYBRIS C4C ADDINS 1705 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1702 ; SAP LE APPL.PLATFORM 1705 ; SAP LE APPL.PLATFORM 1708