SAP Knowledge Base Article - Public

3304392 - Searching by phone number within Live Activity does not return any results


  • You are using Live Activity
  • When performing a manual search, the UI does not return any results when the phone number does not have any spaces or hyphens "-" in it
  • This happens even when the master data is maintained with said phone number
  • The same issue happens when the phone number is passed via ANI (Automatic Number Identification) from the CTI provider 


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

Reproducing the Issue

  1. Go to Service -> Live Activity
  2. Perform a search for a phone number.
    • For example, let's say there is a Business Partner who has the following number maintained "+1-555-1234567"
    • Searching using "5551234567" does not return any results
    • However, if "+1-555-1234567" is used, then results are returned


  • This is the expected behavior
  • The system will check only numbers which are formatted, and not consider normalized numbers.


  • Expected behavior in Live Activity involves handling phone numbers in two different scenarios:
    1. Canonical Format: When a phone number is in the expected format for the UI, which is the canonical format.
      • This format typically includes the country/region code, area code, and the phone number, like "+1-555-1234567".
    2. Normalized Format: When a phone number is not in the canonical format, but has been normalized, such as "15551234567".
      • In this scenario, the system will not consider the normalized numbers and will only check the formatted numbers.
  • It is important to ensure that phone numbers are in the correct format when entering them into Live Activity to avoid any issues or errors.


Phone number, no spaces, search, no results, Live Activity, Basic search , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2211