Interactions For Customer Contact Are Not Shown In Email Center Customer Page (Doc ID 949894.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Email Center - Version 12.0.4 to 12.0.6 [Release 12.0]
Information in this document applies to any platform.
This problem can occur on any platform.

Symptoms

Interactions for customer Contacts are not shown in Email Center, however the interactions are shown against the customer.
Also the interactions for the Contact can be seem in the Contact Center.

When searching for the contact in Email Center Customer page, then click on "Contact", interactions for the contact are not visible in the overview page.
If searching for the contact in the EMC customer page, then click on the "Customer" instead of "Contact", then filter by the specific contact, the interactions are visible.

Expected Behaviour
Should be able to see interaction for customer contacts when searched on contacts.

Steps To Reproduce:
Create an interaction for customer contact e.g., receive inbound mail, create SR, and reply to contact via Email Center.

Then search for the contact in the Email Center Agent Console resp. Customer page

Select the contact by clicking on the name of the person as shown in the search result

Scroll down to Interactions which are automatically filtered by the Contact

the Interactions are not visible



Cause

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