3089105 - Two Activity Objects Created For One Outbound Call

 Two activity objects are created for one outbound call.

• SAP Cloud for Customer
• Sinch as CTI vendor, although similar logic applies for other vendors

1. Go to the Customers work center.

2. Go to the Accounts view.

3. Click on the contact ABC phone number (ABC represents the contact ID).

4. Live Activity window opens before call is answered.

5. Once call is answered, a second Live Activity window is opened, and two phone call activities are created.

Currently the system is directly creating a phone interaction for an outbound call when a user clicks on a phone number hyperlink. This happens before the call out via Sinch. The system does not send any CALL CONNECTED events after the phone call is connected in SINCH side, to prevent any extra tabs to get opened.

If no reference to the first phone call activity is sent back, this may create a second call or the phone call recording may not get linked to the C4C call activity.

C4C expects back from Sinch the same Activity UUID and the ExternalReferenceID, this is how we will make the link between the activity and the phone call. We cannot suppress the initial phone call activity creation.

When the outbound call is CONNECTED, ensure that you pass the ACTIVITY UUID which C4C system has provided to the CTI Vendor – SINCH when the outbound CALL was initiated from C4C. The External Reference ID is SINCH INTERACTION ID which the CTI Vendor has created on their side to uniquely identify this interaction. This ID needs to be married with the C4C UUID for the phone call activity. 

Example payload:

"<?xml version='1.0' encoding='utf-8' ?><payload><ANI>+123456789</ANI><EventType>UPDATEACTIVITY</EventType><ExternalReferenceID>7681CE3004F7EB118293025F50BA5EEC</ExternalReferenceID><ExternalOriginalReferenceID>7681CE3004F7EB118293025F50BA5EEC</ExternalOriginalReferenceID><Type>Call</Type><ActivityUUID>00163EA79A681EEBBDD5B9FB6D8680B7</ACTIVITYUUID>

1. After the above step is completed, the C4C ACTIVITY UUID for PHONE CALL ACTIVITY is LINKED to SINCH Interaction ID.
2. Now, the CALL goes on for a few minutes with, for eg.: the CUSTOMER with RECORDING ON.
3. Customer or Agent ends the call.
4. The Recording for the Phone CALL Activity created before needs to be updated.
5. Send another payload for CALLENDED OR UPDATEACTIVITY as both EVENT TYPES will be honored by the Live Activity system, and send the payload with the Recording ID and SINCH Interaction ID.
6. The C4C Activity UUID will be updated with the recoding ID from SINCH. See sample payload below:

Payload:

"<?xml version='1.0' encoding='utf-8' ?><payload><ANI>+123456789</ANI><EventType>CallEnded</EventType><ExternalReferenceID>7681CE3004F7EB118293025F50BA5EEC</ExternalReferenceID><ExternalOriginalReferenceID>7681CE3004F7EB118293025F50BA5EEC</ExternalOriginalReferenceID><RecordingId>Rec_7681CE3004F7EB118293025F50BA6EEC</RecordingId>

duplicate call, phone call, two, live activity, sinch, click to call, click-to-call , KBA , LOD-CRM-LA , Live Activity , How To