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Inbound Emails Not Showing Up In Custom Communication Screen (Doc ID 2761441.1)

Last updated on MARCH 23, 2021

Applies to:

Siebel Call Center - Version 8.1 [21039] and later
Information in this document applies to any platform.

Symptoms

Customer created 3 new mail boxes and added to a existing Response Group.

The email are been processed, and show in the Activities list view, but when navigating to customer custom Communications view, which has a drop down with several aggregate view, none of the view selected on the drop down list the email processed.

The issue can be reproduced at will with the following steps:

  1. Send an email to the 3 new email boxes

  2. Email are processed and created in Siebel, they are on the Activities List View, if query by time stamp and activity Description = email's Subject.

  3. But when navigating to Site Map > Communications > Communications List view the email do not show up. This is observed on customer custom view where there a drop down on Comm Inbound Item List Applet similar to standard which has a drop down with value "My Communications", "My Team's Communications", "All Communications", but on customer custom Application it has about 10 to 15 option on the drop down and none of the 10-15 options show the email.

Changes

 New Internet SMTP/POP3 Server driver profiles created for new mail boxes and added to new Response Groups

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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