Dynamic Auto-response? ...or not so Dynamic :)

[vma]

Hello,
I have a solution where the customer has mailboxes in more countries so the language is different for each of them. I created an Auto-response in KME for each of them. Is it possible in the strategy to dynamically select and send an auto-response based on the mailbox where the incoming e-mail has arrived?

Thank you,
Mihai

[catanirex]

Hi,
Yes, of course.

One way is to have a segmentation box on to-addresses in the strategy, and depending on that send different acknowledges.

[vma]

Well using a segmentation isn't really dynamic is it? I have 40 mailboxes and I don't wanna do a 40 branch segmentation and add 40 auto responses objects.

What I want is to have 40 responses in KM that have specific naming based on the mailbox name. Then in the strategy I want to build up this name in a variable and use only one auto response object but somehow to feed the name of the response from this variable.
The idea is that if the clients decides in 4 months he wants 3 more mailboxes I don't want to change the routing anymore, just add responses in KM and the mailboxes in CME.

Thank you!
Mihai

[YevgeniyP]

You can try to hack the system using generic ESP object. Check accurately in the log what data sent by URS to Interaction Server as the result of ACK request. After that try to implement the same using Generic object. It will give you flexibility in terms of specification of SR ID. You might not been able to automate do everything automatically without additional configuration, external to the strategy, but I’m pretty sure you can avoid strategy modifications.
YP

[René]

Hi vma,

There is a way how to do it but it isn't a simple one. As written by Yevgeniy, you should use External Service object in IRD and fill required properties by yourself. Tricky part is that Autoresponse method provided by Email Server Java requires ID of Standard Response that will be used and not its name. So you must get ID of standard response that name correspond to name of mailbox using database query.

Let me know if you need more details. I've already implemented such solution for one customer.

R.

[vma]

First of all thank you for your responses. Still I think that's to much for me right now as I see that I'm not able to send at least one auto response to one mailbox. For the moment more mailboxes in sci-fi for me

So I created the auto response in KM, I approved it, I checked the autoresponse and active checkboxes in Additional tab and in my strategy I have an Autoresponse object. I selected the Select Standard response radiobutton but there is nothing in my dropdown list. Is there any connections that I must do?

Thank you,
Mihai

[René]

Hi Mihai,

The only connection required by IRD is connection to Configuration Server. Once you create a new Standard Response information about it are transferred to Genesys configuration. You can check it by looking at Resources / Business Attributes / Category Structure / Attribute Values / ... defined categories and SRs .... Please check that newly created Standard Response exists as an object of type Business Attribute in CME. Check as well that your Genesys user/login can read this part of configuration.

R.

[vma]

Hi René,
I have created the responses in KM but I can't see them in [i]Resources / Business Attributes / Category Structure / Attribute Values / ...[/i] There is no object there. I have rights as I own the default password.
What link can I be missing? Where can I see the responses in the data base?

Thank you!
Mihai

L.E. I wanted to attach a screen shot with KM but the forum won't let me. It said I have no writing rights.

[René]

Hi Mihain,

That's really odd as the objects under Category Structure should be created automatically once you define new category or standard response. [s]I'm not sure about source of this information - it will be either Knowledge Manager or Universal Contact Server.[/s] Notification about newly created category or standard response is provided to Configuration Server by Universal Contact Server (UCS).

Standard responses are stored in UCS database. However, information stored in Genesys configuration are the only source for IRD so it won't work without it.

R.

[catanirex]

Sound like your UCS application does not run as a Genesys user with appropriate access rights in Genesys.

Please check UCS application, security tab/Log On As. This should be and admin user with right to write under buisness attributes.
It id documented in Multiomedia Deployment guide

[vma]

Thank you catanirex, that was it! UCS was starting as SYSTEM but now is changed. Now it works!

The dynamic solution will have to wait until I gather more experience and I have enough free time to do some tests.

Thank you all,
Mihai