SAP Knowledge Base Article - Public

2642423 - Outbound Call For Sales

Symptom

The Click to Call functionality is available for Account, Individual Customers, Leads, Contacts and Tickets.

While you are assigning work centers to a Business Role, you could find Live Activity work center under Service , but you are unable to find it under Sales.

You expectation is that since Click to Call is introduced for Sales as well a different Live Activity work center should be available under Sales.

Reproducing the Issue

  1. Go to Administrator work center.
  2. Go to General Settings view.
  3. Click on Business Roles hyperlink under Users section.
  4. Select 123(where 123 is a Business Role ID ).
  5. Click on View All.
  6. Navigate to Work center and View assignments.
  7. Here under Sales work center you cannot find Live Activity.

Cause

Outbound Call Handling (Click-to-Call) is a Service feature. So you want to activate outbound call on Sales, the Live Activity work center ( Service ) needs to be assigned to the user.

You will need to have Service scenario + Sales scenario integrated.

Resolution

This is the  expected system behavior.

Keywords

Click to call , service, Account , KBA , leads , contacts , tickets , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions