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Jan 11, 2023 at 02:39 PM

Phone Call Activity Connected/Accepted/Abandoned

180 Views Last edit Jan 11, 2023 at 04:51 PM 2 rev

Hi SAP experts,

I am unable to find any documentation on Phone call activity in Cloud for customer. I had a few questions,

1. Are all calls recorded under Activities> Phone Call - all that connected to CTI whether picked up by an associate or not or does it just capture accepted inbound and outbound calls?

2. How to identify whether call was accepted vs abandoned?

3. What is 'Activity Life Cycle Status' - especially open status.

4. What do different phone statuses mean - open, completed?

Your prompt response will be much appreciated!