Email Center Error: "You are attempting to access an account for which you are not configured" When Attempting To View Emails From The Contact Center Interactions Tab

(Doc ID 1900965.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

After applying the IEM AUG 2013 Cumulative patch #16923538, agents encounter the following error when attempting to open an email from the Interactions Activities tab on the Contact Center form:

Error

You are attempting to access an account for which you are not configured. Verify that your user has been associated to this account. If you feel that you have received this message in error, contact your administrator.


Steps

The issue can be reproduced at will with the following steps:

Login to Oracle as Email Center agent
Open the Contact Center form
Enter Account Number
Navigate to the Interactions tab
Scroll down to find "Email Sent" result
Attempt to open the email from the Activity container

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms