SAP Knowledge Base Article - Preview

2880002 - Customer account information is not shown in C4C Live Activity when the call notification is received in C4C

Symptom

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.

  • You are running an integration with SAP Contact Center and SAP Cloud for Customer (C4C)
  • Inbound voice calls are alerted in C4C's Live Activity but no customer name is displayed as "Unknown Customer" 
  • Business would like for the customer's name to be displayed
  • This should work for voice, sms and chat channels alike


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Environment

Product

SAP Cloud for Customer core applications 1905 ; SAP Cloud for Customer core applications 1908 ; SAP Cloud for Customer core applications 1911 ; SAP Contact Center, on-premise edition 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications, account identification, cloud for customer, Live Activity Search, NAD, AD, Agent Desktop, Customer Identification, Identify , KBA , wrong customer identification , CRM-CCI , Contact Center Infrastructure , LOD-CRM-LA , Live Activity , Problem

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