Contact Phone Search In Agent Dashboard Does Not Work As Expected Using Wildcard

(Doc ID 2373654.1)

Last updated on MARCH 14, 2018

Applies to:

Oracle Teleservice - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.6 version, Service Request Form

ACTUAL BEHAVIOR
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When searching for a customer by Contact Phone in the Agent Dashboard it is necessary add the country code(i.e. 1 for US) in order to get expected results.


EXPECTED BEHAVIOR
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Users should be able to search contact phone numbers using % without the country code.

STEPS
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The issue can be reproduced at will with the following steps:
1. Service > Customer Management > Contact Center
2. Search by phone number
3. Search using % without the country code -- No results
4. Search with the country code and % -- Results are returned


Cause

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