3665215 - Phone Call Activities are Not Being Created for Outbound Phone Calls

Phone Call Activities are not being created, even after activating the "Enable Automatic Activity Creation" under "Create Activity From Interaction - Outbound" inside the Agent Desktop settings.

• SAP Service Cloud Version 2
• SAP Service Cloud and SAP Sales Cloud Version 2

1. Open Agent Desktop and Accept the customer
2. Click on the Phone Number to start the Outbound Call
3. Call connected via CTI Widget
4. Interaction is not saved automatically
5. User has to fill it and save it manually

The CTI is not sending the ACCEPT payload once the call has been answered by the end callee

For example, with the click-to-call, we send a payload like this:

1. {PhoneNumber: '+1 234-756-8900', currentSessionId: 'xxxxxxxx-xxxx-yyyy-yyyy-zzzzzzzzzzzz', Direction: 'OUT'}
   1. Direction: "OUT"
   2. PhoneNumber: "+1 234-756-8900"
   3. currentSessionId: "'xxxxxxxx-xxxx-yyyy-yyyy-zzzzzzzzzzzz"

Once the call is answered, then the CTI will send the accept payload, like:

<?xml version='1.0' encoding='utf-8' ?><payload><ANI>+1 234-756-8900</ANI><DNIS>12345</DNIS><EventType>OUTBOUND</EventType><ExternalReferenceID>2C0B6D3796A0F011AA79CB31EC3CE500</ExternalReferenceID><ExternalOriginalReferenceID>2C0B6D3796A0F011AA79CB31EC3CE500</ExternalOriginalReferenceID></payload>

Then the Phone Call Activity is created

CTI, outbound, phone call, activity, click-to-call, Agent Desktop, Customer Hub , KBA , CEC-CRM-AD , Agent desktop - live channels , How To