Issue After Applying Patch 25950858:R12.CS.B
(Doc ID 2310946.1)
Last updated on DECEMBER 03, 2019
Applies to:Oracle Advanced Inbound Telephony - Version 12.1.3 and later
Information in this document applies to any platform.
On : 12.1.3 version, CTI Integration with SDK
Issue after applying patch 25950858:R12.CS.B
If a user accepts the next call before they save the Service Request that they were working on then the form will overwrite the old customer information with the new incoming caller information.
This is not suppose to happen! The whole point of the pop up messages is to allow the user to control whether or not they want to over write the existing customer information. But regardless of how they answer the pop up windows questions they will loose the existing customer info.
The only way to prevent this from happening is to ignore the call, in other words don't answer the call so it stays in the Cisco queue and it is answered by the next available agent.
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