3832672 - Related Entities for IVR Phone Call Interactions Does Not List All Transfers

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• When viewing an interaction log generated from an IVR (Interactive Voice Response) phone call, the Related Entities section does not display all interactions created during the same call.
• Multiple interaction logs are created after successive call transfers, but only the directly linked preceding or succeeding interaction appears in Related Entities.
• Later interactions from the same IVR call chain are not visible under Related Entities of the first interaction.
• All interactions belong to the same IVR call, yet only one subsequent interaction is shown.

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

1. Generate an interaction log from an IVR phone call.
2. Transfer the call to another agent; a new interaction log is created.
3. Transfer the call again; another new interaction log is created.
4. Open the initial interaction log.
5. Navigate to the Related Entities section.
6. Observe that only the directly linked next interaction (the first transfer) is shown; subsequent transferred interactions are not listed.

• This behavior is by design.
• The Related Entities section displays only the directly preceding and/or directly succeeding phone call interaction for each individual interaction log — it does not render the entire transfer chain across multiple transfers.
• Each call transfer creates a separate call interaction.
• The adjacency relationship between consecutive interactions is one-to-one: each interaction references only its immediate neighbor, not the full chain.

Verifying the call chain via Document Flow

To confirm the call chain and navigate between linked interactions, use Document Flow on the last transferred call:

1. Go to Phone Calls.
2. Open the last transferred phone call (for example, call ID 3203).
3. Navigate to the Document Flow tab.
4. A blue circle containing "1" indicates the directly preceding call. Select it to navigate back through the chain.
   
   

Repeat this from any interaction in the chain to traverse the full call history in either direction.

Expected Related Entities behavior per interaction

For a three-call transfer scenario — call IDs 3201 → 3202 → 3203:

This adjacency-only display is by design. Each interaction references only its immediate neighbor — not the full transfer chain.

Verifying CTI payload linkage

For the adjacency relationship to be maintained across transfers, the Computer Telephony Integration (CTI) payload must consistently link each call to its immediate predecessor.

Verify that:

• Each subsequent call interaction references the previous interaction in its CTI payload.
  • This is linked to the ExternalOriginalReferenceId, which should be the same for each Phone Call Transfer event sent by the CTI.
  • For each Phone Call Transfer event, the CTI should also send a unique and different ExternalReferenceId.
  • The payload must comply with the ExternalReferenceID and ExternalOriginalReferenceID Payload Requirements
  • The GUID should be un UPPERCASE, contain no hyphens or spaces, and be no more than 35 Characters in Legnght.
  • Example payload:
    

    <payload>
       <Type>CALL</Type>
       <EventType>TRANSFER</EventType>
       <ANI>+16xxx997XXX</ANI>
       <ExternalReferenceID>00163EA718FC1EEABDD5608C895BDC71</ExternalReferenceID>
       <ExternalOriginalReferenceID>E0163EA718FC1FFABDD5608C895AEF67</ExternalOriginalReferenceID>
    </payload> 

• The payload passes the preceding call's identifier when a new interaction is created on transfer.
• If the CTI payload does not link calls correctly, adjacency in both Related Entities and Document Flow will be broken, and the chain will not be traversable.

ExternalReferenceID and ExternalOriginalReferenceID Payload Requirements

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