3267129 - Understanding the expected behaviors when confirming BPs in C4C Live Activity

• You are using Live Activity integrated with 3rd party providers
• You would like to understand what are the expected behaviors when searching and indentifying Business Partners and other objects in Live Activity

• SAP Cloud for Customer
• SAP Cloud for Service
• SAP Cloud for Sales
• Live Activity

• Case of multiple possible callers:
• Suppose the Automatic Number Identification(ANI) number sent by the CTI has been assigned to many BPs in Master Data.
• In such case, the system will display a message saying "Many Possible Callers."
• At this point, the Live Activity Center will display many possible options from the search results, and the agent needs to confirm one of those options (see "Live Activity Actions")
• Case of single customer identified:
• If the system has the Customer Hub enabled, and there is a single BP identified based on the search, then the Customer Hub window will open automatically.
• There will be no need to confirm the individual customer
• However, in the case of updating the timeline, for cases where there is an Account + Contact relatioship, confirming both Contact and Account would be required.
• In the Live Activity Work Center, agents can perform a manual search or when the CTI pushes the correct payload based on the channel used. See "Use Live Activity Search" and KBA 3267127.
• For example, when a phone call is passed to the solution, two searches can take place:
1. An automatic search on the ANI information (for inbound calls) displays any matching caller information on the incoming call notification.
2. Default search when the Live Activity Center opens based on information passed by your interactive voice response (IVR) system.
• If the CTI uses an IVR (Interactive Voice Response), the default search includes the following parameters, and you will need to use the "Custom Live Activity Customer Search BAdI Exit":
• Phone number: returns any contacts, accounts or individual customers containing a matching phone number
• Serial ID: returns any matching registered products
• Ticket ID: returns any matching tickets
• Additional information relayed from the IVR system will appear at the top right of the Live Activity Center.
• The default search ignores this additional information.
• You can configure the search parameters to exclude Serial ID and Ticket ID.

• 3267127 - How does the CTI Call Flow work with LiveActivity
• 3251501 - Customer Hub View does not open with new inbound phone call while using the Live Activity
• 2080050 - Phone Number Not Pulled While Creating a New Contact From Live Activity APC_V_LANGIND_ENC_NMB_SHT_DESC PrimaryContactParty
• 1725944 - The Phone Number of the Contact Person is Displayed Incorrectly in the Phone Call Activity
• Live Activity Actions
• Use Live Activity Search
• Customer Hub enabled
• Custom Live Activity Customer Search BAdI Exit

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