Interactions Started Automatically Are Not Stored At Account Level If The Collections Workbench Is Called Through UWQ (Doc ID 1299556.1)

Last updated on AUGUST 18, 2016

Applies to:

Oracle Advanced Collections - Version 12.0.6 and later
Information in this document applies to any platform.
Form:IEXRCALL.FMB - IEX Startup Form
Checked for Relevance 10-AUG-2012

Symptoms

You are running collections at Account Level and interactions are started automatically.
You are navigating from the Universal Work Queue (UWQ) to the Collections Screen.
If you Wrap Up the interaction and query with View = Account in the History Tab for Interactions this interaction, you cannot find this.

You also notice that field 'Doc. #' is not populated with the Account# of the customer account the interaction has been done and wrapped up.

Doing the same by navigating directly to Collections > Collections and not through UWQ works fine.

The 'Doc. #' is populated with the Account# of the customer account and you are able to query the interaction in the History Tab.

Cause

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