SAP Knowledge Base Article - Preview

3198859 - Wrong customer identified via inbound e-mail to Live Activity

Symptom

  • You are running an integration with SAP Contact Center and SAP Cloud for Customer (C4C)
  • Inbound e-mail alerted in C4C's Live Activity but despite receiving context with the wrong e-mail address (e-mail address not associated to a BP in C4C), the system still identified a customer
  • The customer which was identified, was not correct


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Environment

Product

SAP Cloud for Customer core applications 1905 ; SAP Cloud for Customer core applications 1908 ; SAP Cloud for Customer core applications 1911 ; SAP Cloud for Customer core applications 2105 ; SAP Contact Center, on-premise edition 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications, account identification, cloud for customer, Live Activity Search, Sinch, Communication Panel, CP, customer identification, Individual Identification , KBA , CRM-CCI , Contact Center Infrastructure , LOD-CRM-LA , Live Activity , Problem

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