How to search for Emails within Email Center ?

(Doc ID 1624528.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.1.3 and later
Information in this document applies to any platform.

Goal

This note explains in detail the methods available to Agents and Supervisors to search Email Center for email messages. Before explaining these methods it is important to understand the over all processing of Email Center and the possible locations an email can be in after it has been sent to an Oracle Email Center:

 

Email Account Queue - Emails waiting in the Queue of an Email Account. These have no Agent assigned to them and are awaiting processing.

Email Account Agent Inbox - Emails pulled/pushed/auto-assigned from the Email Account Queue, these emails are assigned to an Agent's Inbox where they are awaiting processing.

Resolved Emails - Emails that have been fully processed within Email Center.

Deleted Emails - Emails that have been deleted from Email Center.

 

In theory an Email sent to an Oracle Email Center, can be located in anyone of the above locations.

 

Note:

Emails that can not be searched for in any of the locations will be for one of two reasons:

  • Emails that fail to be downloaded from the Inbox of the Email Server Account, into Email Center, possibly due to corrupted email structure.
  • Emails that have been purged from Email Center, will not be returned by the search functionality.

 

 

 

 

 

 

Solution

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