ScreenPop In Contact Center Doesn't Display Contact Information (Doc ID 1609481.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Care - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Contact Center

ACTUAL BEHAVIOR
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When Screen POP occurs in Oracle EBS Contact center form, Contact information is not displayed even though the Account information is displaying.

STEPS
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The issue can be reproduced when running this is sequence:

The issue is limited to the sequence of how it is run.

1. First the screen pop populates the data in the Contact Center form when using ANI.
  Next the call is made with Account number and the data does not populate. (the CC form is not reset/closed in this case)

2. After closing the CC form and restart from the beginning and make a call using Account number and it works fine.

Cause

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