3092675 - Warning Message: Phone number XXX does not match any known phone number of the confirmed caller YYY

When receiving a call on Live Activity, the Warning Message is displayed: ‘Phone number XXX does not match any known phone number of the confirmed caller YYY’ (where XXX represents the Phone Number and YYY represents the Confirmed Caller ID).

SAP Cloud for Customer

This is a known limitation of the system that only occurs when some conditions are met:

• Industry Solutions/ Utilities is scoped.
• "Consider independent communication phone number from IVR" is enabled under Administrator > Service and Social.
• The confirmed caller is using an independent phone number store o ERP/S4 HANA.

2108 ; c4c ; utilities ; live activity center ; customer hub , KBA , LOD-CRM-LA , Live Activity , Product Enhancement

SAP Cloud for Customer core applications all versions