SAP Knowledge Base Article - Public

3232981 - No Call Activity in Account when Call is made with Agent Desktop

Symptom

You are using the Agent Desktop Add-On and have made a call to a customer contact by clicking on their phone number in a Ticket or Account.

After completing the call it has not been logged in the Activities Facet of the Account or Ticket

Environment

 SAP Cloud for Customer

Reproducing the Issue

  1. Go to Customers 
  2. Go to Accounts
  3. Open an Account 
  4. Click on the Phone Number of a Contact - A Call is Initiated via Agent Desktop
  5. Finish the call
  6. Go to the Activities Facet of the Account in C4C
  7. There is no Call Activity Logged for the Call made via Agent Desktop

N.B Same behaviour is observed if the call is made directly from a Ticket

Resolution

This is the standard behavior of the system.

If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.

Keywords

no call activity, agent desktop, account, ticket , KBA , LOD-CRM-LA , Live Activity , Problem

Product

SAP Cloud for Customer core applications all versions