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How to default Create Service Request in Engagement Service?

Received Response
edited Sep 26, 2019 2:17AM in Fusion Service 3 comments


Need to configure Create Service Request as default when Contact Number does not match in Contacts


Requirement: When a call is accepted, Engagement Cloud searches through Service Request. If SR Number is provided, open Edit Service Request. If SR Number is not provided, Create Service Request page is displayed.

Good day to everyone!

For the requirement above, I have:

1. Configured Media Toolbar and utilized Oracle call simulator (got from one of the demo environments)

2. Configured Call Flow to enable Screen Pop (Contact Required & Contact Verification is set to No)

3. Configured Screen Pop to open Edit Service Request when SR Number is provided.

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