SAP Knowledge Base Article - Public

3141872 - Phone number in the Customer Hub or in the Phone Call Activity is empty when confirming caller during inbound call

Symptom

  • Phone number of the incoming caller is not copied over to the Activity Context for the field Phone
  • The customer expectation is that the phone number that is delivered from the ANI (Automatic Number Identification) is also copied to the Phone field
  • The confirmed account phone number is not saved in the phone call activity header information under the Phone label
  • The same behavior can be observed when manually creating a Phone Call Activity without any CTI interaction (Incoming phone call)

Environment

  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales

Reproducing the Issue

    • Via CTI (widget integration)
      1. Create an inbound call to the designated number
      2. Accept the call from the widget (CTI)
      3. Confirm the customer from the Live Activity Center UI
      4. Click the phone subject or go to Activities -> Phone Calls -> look under the Phone field -> no phone number
    • Via manual entry
      1. Go to "Activities" -> "Phone Calls"
      2. Click the "+" sign to create a new entry
      3. Add all the details (do not enter any information related to the primary contact)
        2022-01-20_18-34-24.png
      4. Save the changes

Resolution

  • The "Phone" field does not use ANI or the incoming number from the inbound telephony call to populate said field.
  • Data for the "Phone" field in question field in question gets copied from the phone number data belonging to the Primary Contact of and account.
  • For cases where the contact is an Individual Customer, this data will not be copied over, hence the confusion.
    • The above is the expected behavior and cannot changed in standard.
    • Customers are also encouraged to submit a request via the SAP Influence Program. See KBA 2531650, for more details.

See Also

  • 2080050 - Phone Number Not Pulled While Creating a New Contact From Live Activity APC_V_LANGIND_ENC_NMB_SHT_DESC PrimaryContactParty
  • 1725944 - The Phone Number of the Contact Person is Displayed Incorrectly in the Phone Call Activity

Keywords

Phone Live Activity not displayed copied contact individual customer account phone number PhoneNumber notcopied not , KBA , LOD-CRM-LA , Live Activity , LOD-CRM-ACC , Account , LOD-CRM-CON , Contact , Problem

Product

SAP Cloud for Customer core applications 2111