MCR_Mails send to exclude email addresses are queued/looping...

[C_Genesys]

We have an issue that when a customer sends an email, or the information filled in on a web form, is send via an email to an agent, and an agent sends this
email to an address of one of our monitored inboxes, the email-interaction becomes the status "queued" in Genesys Desktop and never arrives at the inbox it is send to.

The logging again shows that it is not handled because the email-addresses are equal to one of the inboxes that are processed by Genesys.

These email addresses are in an exclude-list and therefor the To-address is ignored (the same situation as above).

[cavagnaro]

Or configure ESJ to accept these messages or modify the From address

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