Contact Center Does Not Show Custom Titles In Title Field For Employees
(Doc ID 1311521.1)
Last updated on FEBRUARY 06, 2022
Applies to:
Oracle Customer Care - Version 12.0.6 and laterInformation in this document applies to any platform.
Symptoms
When a non-seeded title e.g. 'Reverend' is used against an employee record, when this person is called up as a contact in the Contact Center form, one of two errors occurs :
A. Person Created Directly in HRMS with non-seeded title
When the person is queried back as a contact in Contact Center, the following error is displayed :
Error
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FRM-40212: Invalid Value for field CONT_PER_TITLE_C
B. Person updated in HRMS with and title changed to the non-seeded title
When the person is queried back as a contact in Contact Center, the new title is ignored and the previous title is displayed
Steps to Reproduce
A. Person Created Directly in HRMS with non-seeded title 'Reverend'
(R)HRMS
(N)People > Enter and Maintain
1. Create a new person with title of 'Reverend'
2. Save
3. (R)Service (N)Customer Management > Contact Center
4. Query back person
5. Error Displayed
B. Person updated in HRMS with and title changed to Reverend
(R)HRMS
(N)People > Enter and Maintain
1. Create a new person with title of 'Mr.'
2. Save
3. (R)Service (N)Customer Management > Contact Center
4. Query back person
5. Confirm Contact is displayed correctly
6. (R)HRMS (N)People > Enter and Maintain
7. Query back person
8. Change Title to non-seeded title 'Reverend'
9. Save
10. (R)Service (N)Customer Management > Contact Center
11. Query back person
12. Previous title (Mr.) displayed
Changes
Cause
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In this Document
Symptoms |
Changes |
Cause |
Solution |