SAP Knowledge Base Article - Public

3382248 - External ID and Original External ID are not copied to the Phone Call Activity


  • You are using Service Cloud with Agent Desktop Add-On
  • 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 Agent Desktop Call Information View, the same are blank in the phone call activity header


  • SAP Service Cloud
  • SAP Cloud for Service
  • Agent Desktop
  • SAP Sales Cloud

Reproducing the Issue

  1. Connect to the Widget from C4C
  2. Accept an incoming call (the CTI provider should send the correct payload per the "Phone Events and Payload" documentation)
  3. Go to Activities, Phone Calls
  4. Open the corresponding activity and expand the Header details


  • Missing configuration
  • Passing the parameters require maintaining the "Communication System ID"


To ensure that the CTI configuration is correctly set up with the appropriate Communication System ID, follow these steps:

  1. Access Administrator Section
    • Navigate to the Administrator section.
  2. Service and Social Settings
    • Click on "Service and Social" to access the relevant settings.
  3. Configure Widget and Provider
    • Select the "Configure Widget and Provider" option.
  4. Define Communication System ID
    • Under "Communication System ID," input a value such as "Contact_Center." This value should be consistent with what you'll use in the next step.
  5. Verify Corresponding Communication System
    • Ensure that a corresponding Communication System is in place:
      1. Go to the "Administrator Work Center."
      2. Choose the "General Settings" view.
      3. Access "Communication Systems."
      4. If no system exists, click on "New" to create one.
      5. In the "Basic Information" section, provide the following details:
        • "ID" (e.g., Contact_Center)
        • "Host Name" (set to Contact_Center)
        • "System Type" (set to Internet)
      6. Navigate to "System Instances" and click "Add Row."
        • Enter "System ID" as Contact_Center and "Preferred Application Protocol" as 5 - Web Service.
        • Proceed to "Actions" and select "Activate."
        • Finally, click "Save and Close."
  6. Verify ID Consistency
    • If a Communication System was already created, double-check that the ID matches the one defined in the "Configure Widget and Provider" section (e.g., "Contact_Center").
  7. Refresh and Retest
    • Refresh your browser and conduct a retest to confirm the changes have been successfully implemented.
  • By following these steps, you'll ensure that your CTI configuration is correctly configured with the necessary Communication System ID.
  • The same steps should correct issues related to missing chat interaction transcript.

See Also

2800665 - SAP Contact Center ECF chat integrated with C4C using the Live Activity RUI is not showing the chat transcript in the live activities


External Reference ID missing, Phone Call Activity, payload, chat transcript missing, AD, Agent Desktop , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem


SAP Cloud for Customer core applications 2308