SAP Knowledge Base Article - Public

2563173 - Count mismatch in the Inbound caller list in HTML5 and RUI

Symptom

You have simulated a call using CTI adapter and result caller list mismatched in the RUI and not showing all the results

Reproducing the Issue

  1. Open CTI Client Adapter
  2. Simulate a Call
  3. Results shown in HTML5 UI includes Accounts even if Phone number is not maintained where account is linked to a contact which has the phone number
  4. Results shown in RUI includes only Individual customers, Contacts and Accounts where Phone or Mobile number is maintained

Cause

In HTML5 UI, search results shows all Individual customers, Contacts and Accounts in case contacts are related to a phone number.

However, RUI only allows phone search against one of phone or mobile number maintained in the document

Resolution

This is the system expected behavior

Keywords

KBA , cti , inbound , phone number , LOD-CRM-LA , Live Activity , Problem

Product

SAP Hybris Cloud for Customer 1711