SAP Knowledge Base Article - Public

3301745 - Call duration calculation is incorrect after inbound call answered in Live Activity

Symptom

  • The CTI Inbound Call duration is not calculated correctly in C4C
  • The End Date/Time is incorrect
  • For example:
    • The call is accepted @12:00:00
    • Call is ended @ 12:01:00
    • The calculation is showing the total time as 31 minutes 

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

Environment

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

Reproducing the Issue

  1. Accept a phone call in Live Activity
  2. End the call
  3. Go to the Phone Call Interaction
    1. Check the Start date/time Vs the End date/time
    2. Compare to the actual time the call was started and ended
    3. The end time has 30 minutes added

Cause

Missing configuration

Resolution

  • Ensure the payload sent by the CTI conforms to the correct specification
  • Ensure the  "Comm. System ID" is correctly 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".
      LiveActivity_Config.png
  • 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
    4. If there was no Comm. System ID, then create a one
    5. Click "New"
      1. Under "Basic Information", enter the "ID" (for example, Contact_Center), "Host Name = Contact_Center" and "System Type = Internet"
        CommSystem1.png
      2. Go to System Instances and click "Add Row"
      3. Enter System ID = Contact_Center and Preferred Application Protocol = 5 - Web Service
        System_Instances.png
      4. Go to Actions -> Activate
      5. Click "Save and Close"
        • If there was already one created, then ensure that 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

See Also

  • 3287526 - External ID and Original External ID are not copied to the Phone Call Activity
  • 2803384 - UpdateActivity Event in CTI adapter is not updating the changes in the Activity

Keywords

Phone call, talk time, calculation, call duration , KBA , LOD-CRM-LA , Live Activity , Problem

Product

SAP Cloud for Customer core applications 2302