SAP Knowledge Base Article - Public

2924646 - How the Phone Number Search Works for Inbound Call in CTI Live Activity


You would like to understand how the phone number search works when receiving an inbound call via CTI Live Activity.


SAP Cloud for Customer

Reproducing the Issue

  1. In the system, wait for the inbound call to arrive.
  2. Once the call arrive in the system, click on the phone number.
  3. See that depending on the format, the customer / contact are identified.


When an inbound call reaches the system, an enterprise search is performed with the caller phone number. In this enterprise search, the caller phone number can be associated as an exact match with an existing contact / customer or as a partial match, since the system is designed to look for any contact / customer which has a similar phone number defined.

This is the system designed behavior.


Live Activity; CTI; Call; Inbound; Phone; Phone number; Number; Match; Exact; Partial; Service; Integration; Enterprise Search; C4C; , KBA , LOD-CRM-LA , Live Activity , How To


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions