MCR for email handling help

[cavagnaro]

Hi,
First of all i'm very sorry to ask this but have tried and not working at all.
I'd like to know if someone can explain me in a very detailed way what steps i need to do for something like this to work:

Scenario:
A customer will have a web form on where will be a drop down combo with 2 Subjects possible: Support and Information. All emails will go to genesys-mail@customer.com
I already configured the JavaMail Server to read this account, according to logs it is ok reading the account.

Now for both cases i want an autoresponse indicating that the email arrived successfuly.

After that according to one subject or the other will go to a different agent group to handle it.

I created the genesys-mail@customer.com also in CME > Business Attributes > Email Accounts so i see it in the Knowdledge Manager.

But also would like if the customers ask for common questions such as "Which are the delivery hours?" or similar those doesn't go to an agent, this mails will be auto-answered.

So how i configure a strategy to do the delivery to the correct agents and how do i send the acknowledge mails?

Also, is it possible that for example i receive an email with a formatted body:

Subject: Balance
Body:
user-code=XXXXX where XXXXX is something the customer input.

So this goes to URS (i'm guessing) reads the user-code and do a DB search for it and returns a value, so an outbound email goes like this:

Subject: Your Balance
Body:
Mr. <First Name> <Last Name>
Your balance is <vBalance>.
Please call us to 555-7777

Thanks

?? Is this possible?


Thanks a lot and sorry again

[René]

Hi cavagnaro,

The easier way how to implement required functionality is an add-on for MM/MCR called "Content Analyzer". This is separately licensed option allowing you to defined some statistical model using natural language, screen the incoming interactions against that model and do some action based on the result of screening (e.g. auto-reply). I played with CA for a while so my experience is very limited but it seems to be quite powerful. Of course, it isn't easy to create the model and "train" the engine. Please look at "Multimedia 7.2 User's Guide" for more information.

The second way is more work demanding but I would say it's possible to achieve required functionality too.

1st case - auto-reply for common questions
---
You have to create set of screening rules and screen each incoming interaction against these rules. Each rule contains several keywords related to particular common question. If the engine finds defined keywords in the subject or body then you identified potential common question. The hardest job is definition of the keywords because the basic engine (without Content Analyzer) doesn't allow you to defined a weight of the keywords.

Example - the rule is screening for the words "hour" and "deliver". If you receive a message "Which are the delivery hours" then that message will be identified. But if someone sends you a message "What time you can deliver the goods" then the identification fails. Of course, it's possible to create more complex question using logical operators (AND, OR) but it's not so easy to create the right "formula".


2nd case - getting some data from email's body and using it in the routing
---
Again the answer is "screening rules". It's possible to define a screening rule using regular expression and attach found string to UserData. Once you get the data you can process them in the strategy and generate an auto-response (just an example).

I’m using it for one of our customer and it’s working pretty well. The clients of our customer have to enter some code to the email’s body otherwise the email isn’t routed to the agents. It was quite easy to implement that functionality and to be honest we spent most of the time fine-tuning the regular expression. It should be much easier for you if the body is generated and formatted by some web application.


Hope the information above helps you.

If you have more questions just let me know.

Cheers,
René

PS. Based on your activity on this forum you can have as many questions as you want

[René]

Hi Cavagnaro,

To make your life easier I've created a sample for you .

The attached ZIP file contains export of one business process incl. strategies and export of objects (standard response, screening rules) used in the routing from Knowledge Manager.

It's necessary to go through strategies and check the parameters after the import because the names of your Universal Contact Server or Email Server will be different from mine.

René

[cavagnaro]

Wo! Thanks a lot René! I'll check it out 

[cavagnaro]

Hi René,
I imported the kme file into the Knowledge Manager.
But what do i do with the IWE file? Tried to import to IRD and no success.
Thanks

[René]

Hi Cavagnaro,

WIE file contains exported business process and strategies from IRD/IWD.

How to import:
- Open IRD
- Select the tab "Interaction Design" from the shortcut bar
- Open a business process
- Choose "File / Import"

René

PS. The sample was create using IRD/IWD version 7.2. Hope you are on the same release.

[cavagnaro]

Hi René,
I do not have that option. ? Is that the one that looks like a flow diagram?
I'm using a Genesys Express by the way.
Please look at my IRD screenshot.
Thanks

[René]

Hi Cavagnaro,

Yes, it is the one that looks like a flow diagram. It's written in the help that IRD should display that option automatically when Multimedia is installed. The question is what Genesys means by "Multimedia is installed"... Could you check there is a solution of type "Multimedia" in your configuration?

René

[cavagnaro]

No Multimedia Solution. 
This is what i have installed.

[René]

You have installed everything needed for email routing. Try to create solution of type "Multimedia" and we'll see if the option appears in IRD then.

R.

[cavagnaro]

lol yeah!    Strange Genesys hehe.
One question, where or how do i order Genesys to send the incoming emails to? Or does the screening rules analyze everything?

Thanks a lot

[René]

Yeah, strange Genesys

The process how Genesys works with the inbound emails is:

1. Email Server Java does check periodically configured mailboxes
2. Once new emails come ESJ retrieves it and stores it to UCS
3. ESJ submits the email to the queue assigned to particular endpoint (tenant)

ad 1\ configure at least one mailbox (pop-client) in the options of ESJ
ad 2\ check that ESJ has connection to UCS
ad 3\ create a new endpoint and assign some queue ("qEmail_In" for my sample). You can do this step in the options of ESJ (create a new section named "endpoints:101" then add key "default" with value "qEmail_In"). Or it's possible to use IRD/IWD - there is a branch "Media Server" and you can drag-and-drop particular media server (ESJ) to your process and create connection between the server and some queue.

R.

[cavagnaro]

I don't see the branch "Media Server". Where is it?

[René]

See the attached screenshot. If you don't see that option in IRD/IWD the use the second way - modify the configuration options of ESJ.

R.

[cavagnaro]

On IRD i added on Connections the ESJ and now it appears
I still have not understand the qEMail_in thing.

I go to CME, i create a DN qEmail_in of type Virtual queue, right?
I go to Interaction DEsign and do the flow as you shown me and create the strategies.
But where do i load those strategies?

Thanks a lot and sorry for being so asky.