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TeleService: DQM Rules - Customer Duplication Prevention Enabled But Not Working (Doc ID 418677.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Care - Version 11.5.10 to 12.1.3 [Release 11.5 to 12.1]
Oracle Teleservice - Version 11.5.10 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.

Purpose

The Customer Duplicate Prevention is enabled but agents are still able to create Customers with the exact name and address without receiving any warning.

Trading Community Architecture (HZ) profiles have been set up and the problem persist even after running the DQM Synchronizing program. 

Troubleshooting Steps

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In this Document
Purpose
Troubleshooting Steps
 Contact Center Development has confirmed that the DQM functionality is not incorporated within the CSC product.
References

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