SAP Knowledge Base Article - Preview

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

Symptom

  • 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


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Environment

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

Product

SAP Cloud for Customer core applications 2308

Keywords

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

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