E-MCF/PIA:System Spins When Entering An Interaction On Multichannel Window And When Searching For Contact (Doc ID 2156724.1)

Last updated on JUNE 30, 2016

Applies to:

PeopleSoft Enterprise PT PeopleTools - Version 8.54 and later
Information in this document applies to any platform.

Symptoms

On : PeopleTools 8.54

ACTUAL BEHAVIOR
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System spins when entering an Interaction on Multichannel window and when searching for Contact

1) We have CTI enabled in our PS CRM system. When the agent receives a phone call in the queue and the Multichannel window appears with the caller's information, the agent is presented with the Interaction window to enter the Category > Specialty Type > Detail and Notes. The agent enters the Category and Specialty Type but when they access the Detail list of values, the system is not responsive. Category > Spec Type and Detail are required fields and need to be selected and entered in order to save the Interaction.

2) The agent is required to associate the Interaction with a Contact. The agent is unable to find the contact - the system hangs and is unresponsive.

Ongoing operation of the CTI Multichannel window is mission critical to the business. The system hangs even after restart attempts.


STEPS
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The issue can be reproduced at will with the following steps:
1. After a call comes in, on the 360 degree view page, there's a section 'Add Interaction Note', which has Category, Type.
2. select a category, then a type
3 the system hangs

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot add the Interaction note

Cause

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