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Support Article

Wrap up button in Phone Interaction does not wrapup Interaction

SA-81077

Summary



The Wrap Up button click in the Phone Interaction does not wrapup the Interaction. This occurs post upgrading Customer Service for Insurance 7.4 to Customer Service for Insurance 8.2.


Error Messages



Not Applicable


Steps to Reproduce

  1. Launch the Interaction portal.
  2. Initiate a new call.
  3. Search for an account.
  4. Navigate to the Composite view.
  5. Click the Wrap Up button to wrapup the call.


Root Cause



An issue in the custom application code or rules.
The user did not merge the current out-of-the-box changes from Customer Service 8.2 in to the overridden rules in their custom ruleset.



Resolution



Perform the following local-change:

Merge the latest Customer Service 8.2 application changes to their customized rules.

Published December 2, 2021

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