3251501 - Customer Hub View does not open with new inbound phone call while using the Live Activity

• You are using the Live Activity and configured it to open the customer hub when a call arrives
• The expectation is that the Customer Hub window will open, but that does not happen with the inbound call
• However, the Customer Hub window opens when making an outbound call

SAP Cloud for Customer

1. Place a call or simulate a call
2. Widget opens up
3. Confirm the customer/contact
4. Customer Hub does not open

One possible cause is a mismatch on the Comm System ID maintained on Live Activity Configuration.

• For an activity to be created when a phone call is accepted, your widget integration must have a Comm. System ID defined
1. Go to Administrator
2. Click "Service and Social"
3. Navigate to and client on "Live Activity Configuration"
4. See under Fiori Client Settings, and enter a value in the "Comm. System ID" field. For example, "Contact_Center".
• If you are accepting a Whatsapp message, check if an Activity is created under Activities - Messaging

            If Activity is not created, recheck your scoping question:

• The Comm. System ID can then be maintained under the "Communication Systems" using the following steps:
  1. Go to the Administrator work center
  2. Select the General Settings view
  3. Open Communication Systems
  • If there was no Comm. System ID, then create a one
    1. Click "New"
    2. Under "Basic Information", enter the "ID" (for example, Contact_Center), "Host Name = Contact_Center" and "System Type = Internet"
    3. Go to System Instances and click "Add Row"
    4. Enter System ID = Contact_Center and Preferred Application Protocol = 5 - Web Service
    5. Click "Save and Close"
  • If there was already one created, then ensure the ID is exactly the same as what was defined in the Live Activity Configuration AND "In Use" field is enabled
  • Specially the System Instance ID, which in this example is "Contact_Center"
  • It is important that both the Communication System ID and the Business Instance ID are the same as the one maintained on the Live Activity Configuration

• 3058164 - Internal Memo Not Visible on Customer Hub
• 3087255 - Unable to Hide the Timeline in the Customer Hub Screen
• 3208915 - Live Engagement widget does not load the widget or the telephone icon is missing

CTI ; live activity ; inbound call ; outbound call ; activity ; customer hub ; opened ; opening whatsapp ; message , KBA , LOD-CRM-LA , Live Activity , How To