SAP Knowledge Base Article - Preview

3287526 - External ID and Original External ID are not copied to the Phone Call Activity

Symptom

  • You expect the External ID (ExternalReferenceID) and the External Original Reference ID (ExternalOriginalReferenceID) to be copied to the Phone Call Activity Header after the corresponding phone call pay load is passed C4C
  • Although both ExternalReferenceID & ExternalOriginalReferenceID can be seen in the Live Activity Center Call Information View, the same are blank in the phone call activity header

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


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Environment

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

Product

SAP Cloud for Customer core applications 2211

Keywords

External Reference ID, Original Reference ID, Copied, Live Activity, Phone Call Activity

 
, KBA , live activity , comm systems id , external id , original external id , externalreferenceid , externaloriginalreferenceid , LOD-CRM-LA , Live Activity , Problem

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