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

• 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)

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

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

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