Inbound Email routing to Agents

[cavagnaro]

[quote author=ecki link=topic=3503.msg14877#msg14877 date=1225919171]
Cav,

It is probably because you don't use capacity feature at all. You have emails dns defined and assigned to places as you stated and this probably allows you to target agent places with voice as well as with emails interaction directly. For capacity you do not need to have email dns at all, but you need capacity rules where you would define what media type and how many interactions in the same time agent can handle. You are assigning rules directly to agent's profile. So no need for email dns or any other media type dns at all.

Cheers,

e.
[/quote]
Nop, no email DNs neither hehe. Not sure why but it works fine.

[ecki]

Really? interesting and what about rules? Do you have any capacity rules defined?

[cavagnaro]

Yes, that is true, two capacity rules, one for only voice and one for voice and email

[ecki]

I am always saying that you are genius.   

BTW use_agent_capacity is URS option only, at least I could not find any trace that this is applicable for SS as well. The default value is false, but apparently if you load predefined URS template, this option is set to true. 

[cavagnaro]

[quote author=ecki link=topic=3503.msg14885#msg14885 date=1225929181]
I am always saying that you are genius.   
[/quote]
lol if you have a doubt look at my karma lol

[zubr83]

I created capacity rule in CME/Resources/Scripts and apply it to agent
But emails still not routing to agents

[ecki]

What about the use_agent_capacity URS option? Did you set it to yes and did you restart the URS?
Also have you checked whether the SS you are using is in connection tab of URS?

[zubr83]

Yes, SS has conection to URS

use_agent_capacity was in true, but I try it in false also. And of course I always restart URS to apply changes

[René]

Could you post here URS log again?

R.

[zubr83]

here is URS logs

[René]

[code]09:15:23.265_I_I_0d9701a0b5a9b5e8 [07:07] HERE IS TARGETS
TARGETS: 11008.A
09:15:23.265_M_I_0d9701a0b5a9b5e8 [13:01] current virtual queue: 01b8d4c0 id=1, nVQ=1-1b08e40, priority=0, time=1225893062.0
    _C_W_0d9701a0b5a9b5e8 [0D:02] [b]there is no any value for option default_stat_server[/b]
[/code]

URS complains about missing StatServer (see above). Please check that you have specified existing StatServer application on "Route Interaction" object and that URS has connection to that application.

R.

[ecki]

[quote author=zubr83 link=topic=3503.msg14895#msg14895 date=1225959651]
Yes, SS has conection to URS

use_agent_capacity was in true, but I try it in false also. And of course I always restart URS to apply changes
[/quote]

SS should not have connection to URS it should be the other way around.

[zubr83]

edited strategy and set statserver in 'Route Interaction'

[b]ecki[/b]
[quote]SS should not have connection to URS it should be the other way around.[/quote]
What do you meen??

[ecki]

I meant that your stat server which you are using in select target block must be in connection tab of URS. So it means that URS is establishing connection to Stat Server. URS is client of Stat server.

It looks like you solved the issue with stat server, however I guess the email still was not delivered. Could you do one more attempt to route the email. This time could you change agent status several times from ready to not ready and back while email is waiting in the queue?


cheers.

[zubr83]

[quote author=ecki link=topic=3503.msg14903#msg14903 date=1225967346]
I meant that your stat server which you are using in select target block must be in connection tab of URS. So it means that URS is establishing connection to Stat Server. URS is client of Stat server.

It looks like you solved the issue with stat server, however I guess the email still was not delivered. Could you do one more attempt to route the email. This time could you change agent status several times from ready to not ready and back while email is waiting in the queue?[/quote]
Done. Changed agent status with no luck. Email still remains in queue