3621449 - Live Activity Screen with Customer Details does not open when a Phone Call notification comes in

When a phone call comes in through the CTI system, the call banner shows up correctly in SAP Cloud for Customer. However, the Live Activity Center screen with the customer details does not open automatically in the background. 

SAP Cloud for Customer

1. Make an Inbound Call
2. The notification banner shows up
3. The Live Activity Center screen does not come up in the background

The issue happens because the CTI system is sending ACTION=NOTIFY in the payload when a call comes in. This only shows the call banner.

To open the Live Activity screen with customer details, the CTI must send ACTION=ACCEPT. This tells SAP Cloud for Customer that the call was answered and triggers the screen to appear.

This is the standard behavior in SAP’s CTI integration.

To ensure the Live Activity screen opens automatically with customer details when a phone call comes in:

• Enable the Auto‑Open Setting
  1. In C4C, navigate to Administrator > Service and Social > Live Activity Configuration.
  2. Make sure “Open Details Automatically for Incoming Communication” is enabled.
• Send the Correct Action in the Payload:
  • Verify with your CTI provider or development team that the adapter sends ACTION=ACCEPT (not just ACTION=NOTIFY) once the agent answers the call.
  • ACTION=NOTIFY will only show the call banner; ACTION=ACCEPT is required to trigger the full Live Activity screen with customer data.

• Configure Live Activity Settings - Help Portal
• Phone Events and Payload - Help Portal

live activity, customer details, Phone Call, notify, Accept , KBA , LOD-CRM-LA , Live Activity , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications 2502