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SAP C4C External Widget CTI Integration - creating multiple activity

As per the SAP Documentation, we are sending the below events for a single and we are observing that SAP creates phone call activity for each event. Is there anyway we can continue to raise multiple call events but associate the Phone call activity to one Reference ID. Any inputs.

Supported values: CALL_ALLOCATED CALL_CONNECTED CALL_DISCONNECTED

<payload><ANI>+14033598310</ANI><CID>BCM1234</CID><DNIS>33057</DNIS><ExternalReferenceID>12852.00001128521584730607</ExternalReferenceID><ExternalOriginalReferenceID>12852.00001128521584730607</ExternalOriginalReferenceID><action_code>CALL_ALLOCATED</action_code><EventType>Inbound</EventType></payload> <payload>

<ANI>+14033598310</ANI><CID>BCM1234</CID><DNIS>33057</DNIS><ExternalReferenceID>12852.00001128521584730607</ExternalReferenceID><ExternalOriginalReferenceID>12852.00001128521584730607</ExternalOriginalReferenceID><action_code>CALL_CONNECTED</action_code><EventType>Inbound</EventType></payload> <payload>

<ANI>+14033598310</ANI><CID>BCM1234</CID><DNIS>33057</DNIS><ExternalReferenceID>12852.00001128521584730607</ExternalReferenceID><ExternalOriginalReferenceID>12852.00001128521584730607</ExternalOriginalReferenceID><action_code>CALL_DISCONNECTED</action_code><EventType>Inbound</EventType></payload>

Accepted Solutions (0)

Answers (2)

Answers (2)

krishnendu_laha
Active Contributor

You would need to use "UpdateActivity" in EventType parameter, now you are using Inbound, that's why it is creating activity every action code.

Allowed Event Types are:

Inbound

Outbound

UpdateActivity

Transfer
nish_murthy
Advisor
Advisor

Hi Vamshi,

Please refer to the KBA

https://apps.support.sap.com/sap/support/knowledge/preview/en/2753551 or alternate link

https://launchpad.support.sap.com/#/notes/0002753551 which should help.

Best Regards,

NM