3254304 - How to prevent C4C/Live Activity from automatically creating activities with phone calls or chats that arrive through the CTI integration

• You are using the Live Activity.
• For every inbound phone or chat interaction processed via your CTI integration, a new activity is created in "Activities" -> "Phone calls" or "Chats."
• Your business requires that activity creation be manual and not automatic.

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

1. Connect to the C4C tenant
2. Connect to the CTI implemented for this integration
3. Receive an inbound Phone Call or Chat
4. After the call or chat is completed, go to Activities -> Phone Calls or Chat (notice an activity is created) 

• Cofiguration (in order to the activity to be created, some configurations and payload information is needed)
• The configuration required to enable the process to automatically create an activity, requires the use of the Comm. System ID
  
• For the activity to be created, the CTI needs to pass the communication type = "CALL" and the Action = "Accept", for chat this would be "Chat" & "Accept"

• The fastest and easiest way is to remove the Comm. System information in the Live Activity Configuration
  1. Go to Administrator -> Service and Social -> Live Activity Configuration
  2. Locate the Comm. System ID field, and remove any entry maintained there
• Alternatively, request your CTI vendor to change the payload and sent Notify event
  • For "Phone Events and Payload"

    <?xml version="1.0" encoding="UTF-8"?>
    <payload>
    <Type>CALL</Type>
    <EventType>INBOUND</EventType>
    <ACTION>NOTIFY</ACTION>
    <ANI>+123456789</ANI>
    <ExternalReferenceID>EA42D48FEAD3EA11AA5EBC019352B05E</ExternalReferenceID>
    <ExternalOriginalReferenceID>E0163EA718FC1FFABDD5608C895AEF67</ExternalOriginalReferenceID>
    </payload>

  • For "Chat Events and Payload"
    

    {
    "payload":{
    "Type": "CHAT",
    "EventType":"INBOUND",
    "Action":"NOTIFY",
    "Email":"Johnxyz@test.com",
    "ExternalReferenceID":"ED4E4730D1C711EAAA5EBC019352B05E",
    }
    }

  • For "SMS Messaging Events and Payload"
    

    {
    "payload":{
    "Type":"MESSAGE",
    "EventType":"INBOUND",
    "Action":"NOTIFY",
    "ANI":"+123456789",
    "Text":"This is SMS text",
    "ExternalReferenceID":"77FB2990D24411EAAA5EBC019352B05E",
    }
    }

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

Live Activity, phone call, supressed activity creation , KBA , LOD-CRM-LA , Live Activity , Problem