R12.1.3 - Email Center - Forwarded Email Do Not Appear In Contact Center Interaction History (Doc ID 2021996.1)

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.

Symptoms

Open Email for a Customer from the Contact Center/Interaction History Tab.
Choose to forward the Email.
The Customer details are not filtered through into the Message Component.
When the Email is sent the IH is lost and not recorded against the Customer.

Expected Behavior

The Customer details are filtered through and populated in the message component.
When the Email is Sent, an IH record is created for the Customer, for the forwarded Email

Workaround

The Agent has to manually set the Customer in the Message Component Screen, to have the IH record created correctly.
Then set the T0 Address as needed for the forwarding.

Steps to Reproduce

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

(R) Service
(N) Contact Center/Customer Management

Select a Customer, open an email from an Interaction.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users have to waste time copying the Customer details from the Contact Center Form into the Message Component Window.

Cause

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