Email Center: How to Debug Issues With Agent Names Not Appearing in The List Box of Available Agents to Assign to an Email Account. (Doc ID 1148411.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
Checked for relevance on 17-Jan-2012


Goal

There are a number of steps that must be performed in order for an Agent Name to appear in the List Box of available Agents to be assigned to an Email Account, on the Form:

Resp: Email Center Supervisor
Nav: Supervisor -> Accounts -> Agent

The Agent Name you are expecting to be listed is not displayed.


These steps are:

  • System Administrator -> Security -> User -> Define
Make sure the Agent has the Responsibilities:

eMail Center Agent Console
Email Center Message Component
and if needed eMail Center Supervisor


  • Customer Support -> Resource Management -> Maintain Resources -> Resources
    Find the Employee.
    Add the roles:
    Icenter - Email Center Agent  and if needed Icenter - Email Center Supervisor

  • Make sure the User ID is set for the Resource to tie the above together.

Solution

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