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CSCCCCRC / CSXSRISR:Call Wrap Up Not Always Working When Opening SR Form From Contact Center (Doc ID 311760.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Care - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.

Symptoms

Call Wrap is not always working on the Contact Center if Service Request form is opened from Service Request tab.

This happens in the following cases:

Case-1: Abort from Service Request (SR) form without saving the service request:
Navigation: Customer Support=>Customer Management=>Contact Center
1. Query for a Customer.  
2. Go to Service Request tab and click Details button.  The Service Request form opens.  
3. Start to enter data but don't Save. Instead click on the X to close the form.  Respond Yes to discard the changes.
4. Click on the Call Wrap-up icon.  Nothing happens and the icon becomes inactive, no Call Wrap-up screen pops-up.
5. Exit the form and re-open the Contact Center.  The Interaction tab does show new Interaction Id xxxxxx with Activity: Inquired about Item Customer yyyy
i.e. System creates Default Interactions and does not allow agent to enter customer interaction and wrap the call with right value.

Case-2: Save service request and close form immediately.
1. Follow the same steps in Case-1 except that you save the service request in the SR form before closing the SR form. 
2. Close the SR form with the X and go back to Contact Center.
3. Click Call Wrap-up icon. Results are same like case-1.  The Call Wrap-up icon became inactive, no Call Wrap-up screen pops.
4. Exit the form and re-open the Contact Center.  The Interaction tab does show new Interaction Id xxxxx with Activities: Service request Created Service zzzzz , Inquired about Item Customer yyyy
i.e. System creates Default Interactions and does not allow agent to enter customer interaction and wrap the call with right value.

Case-3: System is not allowing to create two service requests for the same Interaction Id using the SR form.

Case 4: Abort from SR form without saving but click Call Wrap-up first.
1. Follow the same steps in case-1, Instead of aborting the changes in the SR form, Click Call Wrap-up Icon successfully before closing the SR form but again the Call Wrap-up is not working in the Contact Center form after closing the SR form.
2. Exit the form and re-open Contact Center.  The Interaction tab shows that Interaction xxxxx with Activities: Service request updated Service.<blank>, Inquired about Item Customer yyyy.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution

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