change the from email address in a MCR Interaction

[cavagnaro]

Hi guys,
I'm doing an installation and have a little issue, by some reason customer web page and form always sent the email to the agent as the account that manages the account (support@customer.com) so agents have to change the email address all the time which comes in the body, so a pain in the ass...
So I'm trying to catch the email address from the body (successful with a regular expression) and then replace the mail from...but it seems I can't do this. Do you know how can I do this?

[cavagnaro]

Wa...found it, changed UData['FromAddress'] and worked, however in the contact tab it still shows the data of the support@customer.com...wonder how to change this as it is UCS and not URS who does this...

[René]

Hi Cav,

I'm not sure I do understand what you want to achieve... Are you trying to change 'From' address of incoming or outbound email?

R.

[andbra]

Actually, I think we have a somewhat similar problem to this.

As I can understand from cav's posts, they have a webpage with a form you can submit into the contact center(Genesys). When the webform gets processed in Genesys, the UCS sets the FromAddress to one of the contact centers own addresses(i.e. support@yourcontactcentre.com). Cavagnaro then screens the body of the webform, and finds the email address the customer has put into the appropriate field in the form, and changes FromAddress to that address.

The problem is that when you try to find that webform based on the history of the contact, you can't find it because the UCS thinks that the webform was submitted by support@yourcontactcentre.com and not the customers emailaddress. We have also experienced this on some occasions, but not always.

So maybe the question is: How you can alter the address that actually get stored in UCS, and link that webform to the customers contacthistory, not the support@yourcontacentre.com.

I didn't give any answers, but I may have clarified the question?


Anders

Edit: Spelling..

[René]

Hi Anders,

Thanks for explanation. I do understand it now.

I think it's very common situation and the best solution is modification of web page with contact form that generates email based on information provided by the customer. 'From' address of such email has to be set to email address entered by customer. There won't be any need to modify contact's details if such approach is used. It's simple and easy and require less work than any modification of email's attributes on Genesys side.

Modification of assigned contact once interaction was received by Genesys Email Server and stored to UCS database isn't easy. There is no official API available allowing you to do such modification in the routing strategy. Modification of UserData keys like 'FromAddress', 'ContactId' won't help as such modification isn't propagated to UCS database. So I can see following options/ways how to do it:

- Create stored procedure that will find id of contact identified by email address that was retrieved from email's body using Screening. Once contact is found it will update interaction details in corresponding tables in UCS database and returns found contact id and other contact's details to strategy. Corresponding UserData key will be updated then.
I've never tried but it should work. Of course, such "solution" won't be supported by Genesys and could bring some troubles as UCS database structure isn't documented.

- Develop ESP Server using OpenMedia and Contacts Platform SDKs that will provide a service for changing contact assigned to particular interaction.

- Try to customize GDesktop and re-assign the interaction to the right contact automatically. I've never tested something like that and not sure GDesktop will be "happy" witch such change.

- GDesktop should allow manual change of assigned contact so agent can find right contact and re-assign interaction to it.

Hope it helps you a bit
R.

[bounty]

We had the same problem and have modify our form to send the mail with the customer adress. For the forms who did not required an E-Mail adress from the customer, we have automatically generated one with his "lastname.firstname@fakeadress.com" so the agent knows is it a fake adress. In these conditions Genesys works OK because it creates a new contact eauch time it receives the form-mail.

[cavagnaro]

Hi guys,
Thanks for the ideas, for the moment customer is ok with the from field changed, he is aware that this is not a Genesys limitation but his web form, which can't be changed as there is another project going on to adapt to the new Genesys idea...so expending time, even small one, seems not a chance.

Thanks a lot