Genesys Internet suite question

[MBoertien]

At the moment i'm working with the Genesys Internet suite and the starter application that came along with it. I was testing it and i closed the window of the incoming email, which left the agent on "incoming call" (ccpulse). How can i get back to this email and make this agent available again?? Logging the agent out and in again doesn't seem to work.

[Victor]

You can do it with Content Analyzer. It allows your to automatically reply to the message received before routing it further. Pretty simple

Vic

[Akiko]

If you enter as the same agent, you would see the same email in the currently handled folder. Can you see it?

[Victor]

I think it is a bit harder than that. You see, if you look through the log files, you will see that as soon as you received the email attached data was changed. You see, your call (email in this case) no longer is sitting on DefaultVRP. In fact, the only place it still exists is in EMailIn table of your mail database. You will need to change its IsDone flag from 1 to 0 to make it appear again.

I am surprised you were able to close the application. I think it warns you 3 times about whether or not you really want to close it.
But, I think this is a definite Genesys oversight. But, unfortunately, I think they would be correct in saying that StarterApp should only be used a sample, so we should not expect anything fancy from it.

Which brings me to my next point anyone out there has already DEVELOPED an Internet Suite compatible Soft Phone?

I hope it helped,
Vic

[Jim]

Vic

Sprint in Kansas City has one. They actually have a stand alone ISuite and was able to integrate that in with the call center, also Genesys, through the softphone. It was developed all in house and was pretty slick. The agent determined whether they were to take voice calls, emails, or both from the soft phone.

[MBoertien]

At the moment we are working in a test environment, so we still need to develop the email application, how i finally solved it was a really dirty to get it ready again :

Delete the email extension and create it again. It isn't pretty but it worked.........

[MBoertien]

I do have another question about the internet suite,
is it possible to send an automated response (we received your email and it will be processed) AND route the email to an agent?
It probably is, but since i haven't had the internet suite training yet i don't know about all the possibilities....

[Victor]

Talk about wanting to see it!!! Yeah, right...