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3602122 - Missed or Rejected Calls Not Recorded in SAP Service Cloud Version 2

Symptom

  • Missed or rejected calls are not being recorded in SAP Service Cloud Version 2.
  • When an agent receives an incoming call and a 'NOTIFY' payload is sent to SAP CX V2 (Service Cloud V2), but the agent does not accept the call, no Phone Call record is created. 


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Environment

  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0 

Product

SAP Service Cloud Version 2 all versions

Keywords

missed call, rejected call, phone call not recorded, CTI widget, NOTIFY payload, END payload, phone call activity, SAP Service Cloud V2, interaction statistics, call record , KBA , CEC-CRM-AD , Agent desktop - live channels , CEC-CRM-CTI , CTI for SAP Sales/Service Cloud , Problem

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