SAP Knowledge Base Article - Public

2803384 - UpdateActivity Event in CTI adapter is not updating the changes in the Activity

Symptom

You are trying to use the UpdateActivity event of CTI adapter to update details in the Inbound call activity created earlier.

Environment

SAP Cloud for customer

Reproducing the Issue

Assume that you are simulating the call using CTI Adapter

  1. Open the CTI adapter.
  2. Click on Simulate.
  3. Fill the Phone number in the Dialing from field.
  4. Click on Simulate.
  5. You will receive an Inbound call in C4C system.
  6. Accept the call by clicking on the pop up.
  7. Once again in the CTI adapter, fill any other field Say (Custom field 1)
  8. Change the Value in the Event Type field to Update Activity
  9. Click Simulate.
  10. In C4C, You will see that the field is not updated in the Activity when you use this event.

Cause

The main use case of this event is in a Click to Call scenario where an Outbound call is triggered from C4C and the Activity UUID is received by the CTI vendor. UpdateActivity event is to update the phone call activity with the reference IDs from the CTI server after click to call is done.

 

Resolution

This event only does some very specific updates to the phone activity.

  1. In case of a click to call scenario, it can be triggered to update the external ID from the CTI vendor to the phone activity
  2. In case of chat, it can be triggered to update the chat transcript.

After Click to Call triggers a phone call out to the customer, currently the reference IDs (namely ExternalReferenceID and OriginalReferenceID) are not persisted in C4C.

In order to persist these, the CTI partners can trigger a call same as how they trigger an inbound call and pass the reference IDs along with eventType: "UpdateActivity" and the activityUUID passed to them during click to call.

This cannot be used for any other updates and on an Inbound call.

Keywords

UpdateActivty, CTI , KBA , LOD-CRM-LA , Live Activity , Problem

Product

SAP Cloud for Customer core applications all versions