3724588 - End Time Not Updating Correctly For Edited Phone Call Records

• End time of phone calls is not accurately recorded, rounding to 30 minutes instead of reflecting the actual end time.
• The end time updates correctly only when the phone call record is not edited during the call or saved before the call ends.

• SAP Cloud for Customer
• Live Activity

1. Simulate a call using the telephony integration system.
2. Start editing mandatory fields, adding notes, etc., without saving the record.
3. End the call while the record is still in edit mode.
4. Return to the phone call record, finish editing, and save the record.
5. Observe that the end time does not reflect the actual end time of the call but rounds to 30 minutes.

The issue is caused by the system design where updates from external processes, such as the end event, are not applied to a record that is locked in edit mode by the user session.

1. Save the phone call record before ending the call to ensure the end time updates correctly.
2. Avoid editing the phone call record while the call is active.
3. Alternatively, configure the telephony integration system to resend the end event after the phone call record is no longer in edit mode, allowing the end time to be updated accurately.

end time, phone call records, live activity, telephony integration, call duration, locked record, edit mode, end event, inaccurate data, mandatory fields, save record, update issue. , KBA , LOD-CRM-LA , Live Activity , How To

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