SAP Knowledge Base Article - Public

3367242 - Agent Desktop - Hyphen/Dash “-” is missing from External ID of the Activity (Chat or Phone activity) even when the CTI has provided this in the GUID


  • You are using the Agent Desktop (AD) (side by side mode)
  • When the CTI sends the payload with the ExternalID, and this is viewed under the phone call or chat activity, you realized the GUID is missing the hyphens "-" in it.
  • For example:
    • The CTI sends "AE2A1E5A-7CFE-4D08-9F93-97BBBA981F9E" in the payload to AD
    • However, in the External ID field for the activity, the GUID is captured as AE2A1E5A7CFE4D089F9397BBBA981F9E


  • SAP Service Cloud
  • SAP Sales Cloud
  • SAP Cloud for Customer
  • Agent Desktop (Add-on)

Reproducing the Issue

  1. Agent accepts a chat or telephone call
  2. The CTI is sending the ExternalD as ae2a1e5a-7cfe-4d08-9f93-97bbba981f9e (including the hyphens/dashes)
  3. End the call
  4. Navigate to the Activities, Phone Calls
  5. Open the corresponding phone call and expend the header
  6. Check under the External ID field and compare


System is working designed


  • Both, the ExternalReferenceID and ExternalOriginalReferenceID can be maximum of 35 alpha-numeric characters, no special characters, or dashes.
  • You need to create a communication system and provide that system ID in the live activity configuration.
  • Please refer to the "Phone Events and Payload" online documentation, for more details.

See Also

Configure Live Activity Settings


KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem


SAP Cloud for Customer core applications 2308