Rerouted Emails Remain Stuck In The IEM_RT_PREPROC_EMAILS Table And Do Not Reach The Email Center Queues (Doc ID 1445432.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.
***Checked for relevance on 23-01-2015***

Symptoms


On : 12.1.3 version, Email Center Run Time.

Certain Emails are NOT visible in Email Center to either the Supervisor by means of the queue, or in the Agents Inbox

Emails are remaining in the  IEM_RT_PREPROC_EMAILS table.

The Emails remaining in the IEM_RT_PREPROC_EMAILS table were noted as being Email Reroutes.

Expected Behaviour

Expect all emails to be visible in Email Center to either the Supervisor by means of the queue, or in the Agents Inbox. ie: All emails are progressed to the underlying IEM_RT_PROC_EMAILS table.

Cause

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