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C4C Services - CTI Integration - Extending Live Activity

Hi all,

I am currently implementing CTI Integration through a third-party vendor and it is key for the customer to get the possibility of getting Sales Orders listed under the left Pane (as well as all the other objects which are already there, such as Tickets).

I have been reading, reseraching and testing a few things but none of them worked so just wanted to know:

a) is this feasible?

b) has someone done this or something similar before?

c) is SAP planning to release this?

Any inputs from Stefan Hagen Preethi Bukke Vani Dammalli ?? Every coment is very welcome.

Also, if someone likes this and would like SAP to push it into standard, feel free to vote for it on: https://influence.sap.com/sap/ino/#/idea/221806

Regards.

Alejandro.

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3 Answers

  • Best Answer
    Posted on Dec 05, 2018 at 10:17 AM

    Hi,

    After some additional days where I got SAP incident anwers, I can confirm that my current requirement is not feasible on the nice way. However, there is a workaround for achieving it.

    On 1902 release, SAP will add an inport to the Sales Order EC so I will be able to add an Embedded Component below the Notes textarea. The way to plug it would be from the AccountID outport into that new field of the SalesOrder inport.

    Hope this helps someone else.

    Also, keep on helping and voting my proposal in https://influence.sap.com/sap/ino/#/idea/221806

    Regards.

    Alejandro.

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  • Posted on May 03, 2019 at 08:46 PM

    Hi Alejandro,

    I have quick question on the CTI integration.
    Please can you support on the settings required on the

    Communication Channels -->Live Activity Configuration and Do I need to set up any mash up settings to enable Live Activity Configuration .

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  • Posted on Jul 21, 2020 at 05:01 PM

    I was reading the question and would like to update that SAP came up with "Customer Hub" which would be opended automatically for incoming interaction and has all the required data like Tickets, Sales Orders etc.

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