Five9 Call Center Application Screen Gets Shuts Down When Agent Access Anything Outside Of Oracle CX Service
(Doc ID 3041378.1)
Last updated on AUGUST 13, 2024
Applies to:
Oracle Fusion Service Cloud Service - Version 11.13.24.04.0 and laterInformation in this document applies to any platform.
Symptoms
On : 11.13.24.04.0 version, CTI
ACTUAL BEHAVIOR
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Five9 call center application screen gets shuts down when agent access anything outside of Oracle CX
EXPECTED BEHAVIOR
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Five9 call center application screen should not close abruptly
STEPS
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The issue can be reproduced at will with the following steps:
1. Agent takes or make call from Oracle CX PROD instance where Five9 custom adaptor is integrated to CX (through Oracle CX/ Five 9 integration speaker icon present in the header of Oracle CX screen.)
2. System opens a Five9 screen and an Oracle CX screen where customer information can get validated.
2. System closes/ shuts down Five9 call center application screen abruptly, when the agent open any other Oracle application such as ERP, etc. outside of Oracle CX.
Changes
Cause
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |