HTML CTI DIRECT: Inbound Calls Do Not Generate A Screenpop (Doc ID 2044985.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Customer Support - Version 12.2.4 and later
Oracle Advanced Inbound Telephony - Version 12.2.4 and later
Information in this document applies to any platform.

Symptoms

In HTML CTI Direct, screenpops based on ServiceRequestNum do not occur in the Customer Support application.  Screenpops do however work as expected when using CTI Direct with the Forms Contact Center.

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