SAP Knowledge Base Article - Preview

3481409 - Missing External ID for Inbound and Outbound Calls in SAP Service Cloud

Symptom

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

  • You are using Live Activity or Agent Desktop (Service Agent Console)
  • You have a CTI integration with a 3rd party CTI 


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Environment

SAP Cloud for Customer

Product

SAP Cloud for Customer core applications 2405

Keywords

External ID (ExternalReferenceID) and the External Original Reference ID (ExternalOriginalReferenceID), CTI Integration, SAP Service Cloud, ExternalReferenceID, Inbound Call, Outbound Call, External ID Missing, Communication System, Live Activity, Agent Desktop, Phone Events Payload  , KBA , LOD-CRM-LA , Live Activity , LOD-CRM-SBS-AC , Agent Console Add-on , Problem

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