SAP Knowledge Base Article - Public

3254299 - How to pass additional custom parameters to search and identify customers in Live Activity


  • You are using SAP Cloud for Customer Live Activity features
  • Your business requires customer identification based on custom logic/parameters other than ANI (Automatic Number Identification)
  • For example, when identifying customers based on their business partner ID, External Reference ID or any other custom. 


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


  • In C4C, there are two User Exits (BAdis) that can be used for the desired outcome
  • Please review "Custom Live Activity Customer Search BAdI Exit"
    • The CTICustomerIdentification - newer option, recommended, or
    • The CTICustomerSearch - original option, still supported

See Also

  • 2835910 - Business Partner ID Does Not Bring Correct Results in the Live Activity Search
  • 2833959 - CTI BADI CTICustomerSearch Shows Unknown Caller 


KBA , LOD-CRM-LA , Live Activity , Problem


SAP Cloud for Customer core applications 2208