When the same contact person is maintained for multiple accounts, Live Activity determines only one account.
Reproducing the Issue
- Open the Live Activity pane in RUI.
- Open the CTI Client Adapter.
- Simulate the call with phone number of the contact XYZ(XYZ represents the contact ID).
- Live Activity pane in RUI determines the Account ABC(ABC represents the account ID).
The contact XYZ is assigned to the account DEF as well, which is not determined by the Live Activity pane.(DEF represents the another account ID)
With 1705, on RUI Live activity we allow only the search of Individual customers and Contacts. In the result set also we only show these. So what you see is the record of the Contact. Now for the one contact that is shown if you go into the Thing inspector of that contact you will see an account in the Header information and this is what is shown on the UI on the Live Activity. So the second account which is maintained in the relationship would not be shown.
The functionality of displaying Accounts in the caller determination of the Live Activity pabe is planned to be made available in a higher release. At this point in time, we are not in a position to provide more accurate information on date and/or timelines for this future release.
Until then, as a workaround, you may add the displayed account from the Live Activity pane and later change it in the Ticket.
KBA , SRD-MD-PRD-PRD , Product , How To