SAP Knowledge Base Article - Public

3208458 - Live Activity Center - Unable to Search Contract Account While Call Lands from CTI


When searching for the Contract Account in the Live Activity, no results are found.


SAP Cloud for Customer

Reproducing the Issue

  1. Click on Service Work Center.
  2. Click on Live Activity.
  3. Enter the Contract Account ID in the Custom Field 1. No results will be found.


The behavior is correct. Passing the Contract Account number will not identify the customer. This is because only the Phone Number entered would identify and confirm the customer.

The Contract Account entered in the custom1 field will only confirm the Contract Account from the already confirmed customer.


Unable to find; Missing; Number; CTI; , KBA , LOD-CRM-LA , Live Activity , How To


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions