SAP Knowledge Base Article - Preview

3212902 - Multiple call activities are created for a single phone call

Symptom

  • You are using a Widget or Local Adapter integration with Live Activity or Agent Desktop
  • C4C is creating multiple call activities when a phone call is allocated
  • C4C appears to treat all these events the same way but no additional call activities should be created except for "Call connected"
  • Expected Results: Only 1 call activity should be created when the "call connected" event is triggered


Read more...

Environment

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

Product

SAP Cloud for Customer core applications 1811 ; 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, multisession, multiple events, same phone call , KBA , CRM-CCI , Contact Center Infrastructure , LOD-CRM-LA , Live Activity , Problem

About this page

This is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP for Me (Login required).

Search for additional results

Visit SAP Support Portal's SAP Notes and KBA Search.