Solution : https://service.sap.com/sap/support/notes/330479 (SAP Service marketplace login required)
Key words : 
additional key words ewfc, default call abbreviation entered, support package sapkipuf15, support package, call groups, front office, transaction ec20, object type, automatic sorting, system behaves
Related Notes : 
       
| 356977 | Enhancements for ITS application packages | 
| 339910 | Error executing Internet Service IT00 | 
| 334624 | Correction of the 46C_all.car application package | 
| 331407 | ITS patch installation of SAR packages (IAC packages) |