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Contact Center Telephony Login Resulting in Unexpected Activity (Doc ID 1392818.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Customer Care - Version 12.1.2 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

In Form CSCCCCRC using version 12.0.71.12010000.6 agents login to telephony CTI and search for an existing SR. When the agent selects Interactions tab and Activities he then notices that the login has caused an activity called 'answered'.

Expected Behavior

The login should not cause an activity

Steps to Reproduce

The issue can be repliactd with the following steps

(R) Customer Support
(N) Contact Center > Search Existing SR > Find > Interaction Tab > Activity


Business Impact

Customer has unwanted activities that are showing up on reports

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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