Inbound call is creating a new record with the field empty (Doc ID 2058446.1)

Last updated on OCTOBER 01, 2015

Applies to:

Siebel CTI - Version 8.1.1.5 SIA [21229] and later
Information in this document applies to any platform.

Symptoms

Scenario:

Business requirements are to be able to create a new Activity and associate the inbound call activity to that Contact when a new inbound call from CCA is accepted.

Customer have been able to successfully create the new Activity through the event response parameters and create the new activity through definition of an EventLog. What we are unable to achieve is to associate the activity to the Contact that is created. The inbound call that was creating a new record with the field empty.

 

1. Agent logs in.
2. Agent accepts new inbound call.
3. System auto-creates new Activity and navigates agent to Contact list view.
4. Currently, event log is firing and creating the activity (in background), but failing to associate to Activity to the right Contact and creating a new record with the field empty.

Again, the design goal is to be able to pre-associate the activity to the Contact within the EventResponse without an agent having to explicitly commit the SR.

Cause

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