Inbound Email routing to Agents

[zubr83]

Aslo I noticed that in Properties of MCR_InteractionServer there is no 'Switch' tab

[ecki]

That is ok.
Could you please post the UR log from your test?

[zubr83]

I created Email Place and login my test agent 11008. And when email was in queue changed agent status 'Ready'/'Not Ready'
Here is logs

[cavagnaro]

Ah it happened to me exactly the same and it was the URS option, which is your value?

[René]

Hi,

There is some issue between URS and StatServer because URS doesn't see your agent to be Ready. Please check again following:

- URS has connection to StatServer
- Agent Capacity model is enabled (URS option 'use_agent_capacity' is set to 'true')
- Agent Capacity Rule allowing email channel is assigned to an agent or tenant the agent belongs to

Once you check please made another call and post here URS and StatServer log (debug level).

R.

[zubr83]

Don`t understand about capacity rule for agent

[cavagnaro]

Try to put it "false". Then add to the agent a Capacity Rule, to create this you must install the Wizard on where CME is installed. Logout and Login the agent again.

[zubr83]

Try to put it "false". Then add to the agent a Capacity Rule, to create this you must install the Wizard on where CME is installed. Logout and Login the agent again.

Sory, but I don`t understand what Wizard I must use
I just created Capacity Rule in CME under Resources/Scripts (see attach) and apply this rule to agent

[cavagnaro]

ok that is the script, however it is empty, you need to install Multimedia Wizard to have that option configured. It is not enought to create a script object, it has to be filled in the anex tab by some special options.

[zubr83]

Thanks to ALL fo help!!!

My Capacity Rule was empty and when I installed Capacity Wizard and configured correctly new Capacity Rule Email from inbound queue was delivered successfully to test agent.

[cavagnaro]

  Great! Thank to master René!