Topic by Dave H
Content
Oracle Service Cloud February 2017 SP3
I may be overcomplicating this as I'm new to Oracle Service Cloud.
Background - My company (inContact) has a contact center integration Add-In that allows for simple integration with OSC. The add in embeds the inContact agent interface into OSC. This also allows easier coding from our Studio tool for creating contact flows through an advanced routing engine, etc. Normally you set it to automatically create a task that's associated to an object. That task contains all of the call, chat, email, SMS, social, data that was routed through our platform.
My customer, however, wants a custom process that appears to be running against the grain of OSC.
Use Case -
- Call is routed through the inContact platform and delivered to an agent through the inContact agent embedded in OSC.
- When the call reaches the agent, they want a new incident to screen pop to the agent that has the phone number of the person calling (ANI), number called (DNIS), and additional initial call info that we can pass through without a problem.
Problem -
I'm unable to pop the incident without a contact associated similar to when you would manually open an new blank incident and the Contact shows as [New Value]. I understand that the subject and contact are required, however, I can leave the subject unassigned, you simply can't save it until you fill it out.
If I set contact to "{}" or "null" the error I receive is
A problem setting a property to reference another object by lookupName was encountered: Invalid ID: Multiple Contact records with LookupName = ''
Code below is actual code with obscured authentication where I'm hard coding the contact id.