Little question in configuring an agent for receive e-mails

[xav_net]

Hi everybody,

As you can see, I'm new with MultiChannel Routing... but before ask anything, thank u for your help,it's being very useful!

Once I've configured the Email Server Java, and I've already made an strategy for routing the emails to an Agent Group, those agents that I'll include in the group, need a specific DN for receiving e-mails?

I mean, if an agent has a DN number 6000 type extension, for receive phone calls, should I made a new DN with the same number 6000 but type E-mail Address for receiving e-mails?

Thank u!!

[René]

Hi,

Multimedia (Multichannel Routing) doesn't use extension/position/email DNs at all so it's waste of time to create them. But you have to create a capacity rule and assign that rule to an agent. The capacity rule defines type of media and number of current interaction the agent can process. Please look to the documentation for more info because it's important to understand how it works ;-). I don't know current configuration of your system but maybe some changes to URS options will be needed to make routing of multimedia interaction working properly. Look for the key "use-agent-capacity" in URS application options.

René

[cavagnaro]

Is this only in 7.2? In 7.0 you have to create Email DN's and assign them to agent place and he begins to receive emails.

[René]

No, you don't need Email DNs even in 7.0 because Multichannel Routing is based on capacity rules not on DNs.

R.

[xav_net]

I'll try it now!

Thank u a lot!