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CRM Email/Phone Numbers Added But Not Populating At The Top of Screen (Doc ID 1312714.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Customer Care - Version 12.1.1 and later
Information in this document applies to any platform.

Symptoms

When adding a new primary email address or phone number on the Contact Points tab on the Contact Center, the new email of phone is not updated directly in the corresponding Header field unlike in 11i10.

Steps To Reproduce
- (R) Service (N) Customer Management (N) Contact Center.
-Query the customer on Contact Center
- email field is not filled in header (as there is none yet)
- Add email address on Contact Points tab
- Save (B)
- email field on header is not showing the new email address.
- On 11.5.10 this works OK

Expected Behavior
Expected the new email of phone to update directly in the corresponding Contact Center header corresponding field.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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