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.


On : PeopleTools 8.54

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.

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

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


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