TeleService: End Interaction Icon Does Not Become Active When Taking A Direct CTI Call (Doc ID 1394728.1)

Last updated on JUNE 14, 2017

Applies to:

Oracle Teleservice - Version 12.1.2 and later
Oracle Customer Care - Version 12.1.2 and later
Information in this document applies to any platform.

Goal

[ 1 ]

Each time when SR updated in Contact Center it will create a new Interaction Record with Activity Detail "Service Request updated.
Is that possible to turn off interaction record creations for specific activities?

 

[ 2 ]

When logged into Telephony using the Create SR Form and taking a Direct CTI call the "End Interaction" icon does not become active.
The Start Interaction button remains enabled during and after the call is ended.

 

Solution

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