Deleting emails from ICS

[zack31]

Hi all - this is another quirky one. I have a user with an email inbox that they wish to switch off - which has been done (POP details removed from email server) but there are a large number of emails still showing in CCPulse against the virtual route point - 500 total). User no longer wants the emails (as they are being accessed from the direct inbox) but wants them all deleted in CCPulse so the VRP now shows zero interactions waiting. Any ideas on how best to do this?
ICS TServer is v 6.5.125.00 operating on 6.5 Gplus Adapter for SAP WinClient.

Any suggestions much appreciated as always!

[René]

Hi,

I didn't work with ICS for few year but if my memory serves well there is an option to stop email processing while in queue. There is no such function available in IRD so it requires some kind of hacking . Below are described the steps that must be executed from the routing strategy to stop the interaction:

1/ Retrieve email id from UserData ([i]UData['GEMEmailInID'][/i])
2/ Update Contact Server database - it is necessary to set value of the attribute "IsDone" in the table "EmailIn" to "-1"
      [i]UPDATE EmailIn SET IsDone = -1 WHERE id = <emailId>[/i]
3/ Attach key "TerminateRouting" with value "TRUE" to the Extension collection ([i]ExtensionUpdate['TerminateRouting','TRUE'][/i])
4/ Reject interaction using TRoute function ([i]TRoute['','',RouteTypeReject,''][/i])

R.

[ecki]

Hi,

Could you please exactly describe the process/flow/handling by agents of emails interactions in your system?
It looks like your emails are physically sitting in Interactions server and therefore still visible in the queue because you do not finish them properly with action "mark done" after your agents picks them up from queue manually. You should probably revise your approach how you handle emails delivered via Genesys.

E.