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Contact Center Does Not Show Custom Titles In Title Field For Employees (Doc ID 1311521.1)

Last updated on AUGUST 21, 2019

Applies to:

Oracle Customer Care - Version 12.0.6 and later
Information 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
-----
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


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