SAP Knowledge Base Article - Public

3243576 - Individual Customer Phone/Mobile number is empty after an inbound/outbound phone call is performed


  • You are using the Agent Desktop Add-On
  • For any Inbound/Outbound call placed in C4C Service cloud, a phone call activity is created under Activities > Phone call.
  • In these phone call activities, the user is unable to see the Individual Customer Phone/Mobile number displayed
  • But the phone call interaction is Captured in the Customer details under the Customer Hub > Timeline > Interactions (call)


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

Reproducing the Issue

  1. Navigate to Customers > Indv. Customers
  2. Click on any phone/mobile number
  3. An outbound call is placed through your defined/integrated CTI
  4. Navigate to Activities > Phone Calls
  5. Open the recently created activity for your phone call
  6. Expand & notice the Indv. Customer field is empty


We do not have a standard SAP delivered label/column for Individual customers for phone calls. It is all clubbed under the account.


  • When you confirm an individual customer and create a phone call, you will see that phone call in the activities-> phone call.
  • The individual customer name will appear under the column/label - Account.
  • The C4C standard functionality when you create a phone call manually is that you have an account field, but when you click value help, you will see both accounts and individual customers. 


Account not attached to Phone call Activity, Agent Desktop, Account, Invidivual customer , KBA , LOD-CRM-LA , Live Activity , Problem


SAP Cloud for Customer core applications 2208