Do Not Want the Automatic Phone Call Activity Creation in Live Activity

[omar_tarenzi_sp]

Hi, we’ve been working on our SAP Cloud for Customer instance in order to integrate a widget external connector to the CTI. Our purpose is to avoid the creation of an activity on every Inbound Call.

For this we found a post on influence.sap.com (https://influence.sap.com/sap/ino/#/idea/229945) where SAP provides a solution, delivered with release 1911.

The SAP comment is: "While passing the phone number, as part of CTI integration, you can also specify if you do not want create activity. You would need to update your CTI integration to uptake this change. Entails small change. Specific 'Type' as 'Notification 'and not a call."

Therefore, we tried to create an Inbound Call following SAP instructions using a payload from an external widget and the Type field with value "Notification", but the Phone Call is created in the system anyway.

We also tried with Type field value "notification" and "NOTIFICATION", but it's the same. It doesn't work.

We looked for that on help.sap.com and official guides but we didn't find any information about this solution suggested by SAP.

Does anyone have information about it?

[dykstrac]

Hello Omar,
I've found the following:

https://help.sap.com/doc/e723ad6ceb2041029b08cdcdbd1a9491/1911/en-US/WhatsNew_EN.pdf

[dykstrac]

I just managed to implement this. What a super disappointing solution provided in 1911 as solution for the highly important request in idea https://influence.sap.com/sap/ino/#/idea/229945.

When my analysis is correct:

Yes, no phone call is created, but you also cannot create a phone call if you want. There's just a pop up with the Phone Number and the customer. You cannot click anything:

• No button to open live activity center
• No button to create a new phone call

Nothing. Whoever implemented that, although there were very good ideas available had a very very bad day...