Emails Sent from Live Help Agent Console not being received by customers

(Doc ID 1637999.1)

Last updated on MARCH 02, 2017

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

The loss of functionality
Some emails sent from the agent console are not being received by the end user.

The sequence of events
Agent replies to customer email via the agent console and the customer does not receive the email

Where it happened
Live Help Email Agent Console

The significance of loss / customer impact
Customers not receiving emails, interrupting business/customer communications

What IS working
Some emails being received by other customers from the same department

What is the expected or acceptable result?
All emails sent should be received by customers

What about the system has recently changed?
New email department

Cause

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