SAP Knowledge Base Article - Preview

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.


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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 2302

Keywords

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

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