Oracle "Click To Call" Cloud Service Link receiving calls for other businesses (Doc ID 1622947.1)

Last updated on APRIL 30, 2014

Applies to:

Oracle Live Help On Demand - Version 1.0 to 1.0 [Release ATG v1]
Information in this document applies to any platform.

Symptoms

Problem
Oracle Click to Call Cloud Service link is receiving misdirected calls.

The sequence of events
Agents receiving calls for random businesses, not Macy's ordering line

Where it happened
Click to call link

The significance of loss / customer impact
Agents receiving calls not relevant to business, wasting agents' time

What IS working
Link is also receiving 'good' calls

What is the expected or acceptable result?
All calls coming into the termination number should be relevant to the customer's business

What about the system has recently changed?
No changes

Cause

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