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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vjicecool on March 29, 2018, 05:35:39 PM

Title: Help me Find the email address
Post by: vjicecool on March 29, 2018, 05:35:39 PM

I have a question about eservices

Agent has transferred the email ( through IWS) to external contact ( email address). how do i find this in UCS DB or interaction Database, which table has this information.

since IWS is connected to UCS DB, i was able to search the email with the contact address ( email). in the history tab when i clicked on notes it says " Forwarded to external resource on 3/20/2018 8:17:39 AM by agentid "

it doesn't tell where it was sent to - which email address.

To investigate this i did a test and i was able to find the email where it was sent to. not sure why the first scenario i am unable to find it in the IWS, i was thinking to look into UCS DB and after searching several tables i couldn't find.

thanks

Title: Re: Help me Find the email address
Post by: cavagnaro on March 29, 2018, 07:42:59 PM

It should be the to address, check at URS logs the user data of that interaction.


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Title: Re: Help me Find the email address
Post by: vjicecool on March 29, 2018, 08:15:09 PM

thanks for the response

it happened a while ago (15 days), so we don't have the URS logs.

Title: Re: Help me Find the email address
Post by: cavagnaro on March 29, 2018, 11:20:53 PM

Hehehe well...replicate the email transfer for test and grab new logs
Worth it if it's so urgent

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Title: Re: Help me Find the email address
Post by: vjicecool on March 30, 2018, 03:26:55 PM

I did a test in the prod and was able to get the logs of all four apps ( ucs, email server, urs, ixn). i was even able to find the email address i forwarded to. but i am looking for the email address in the database.

since I have access to the DB, i can query the db but i don't know which table i need to query it to.

Title: Re: Help me Find the email address
Post by: cavagnaro on March 30, 2018, 03:28:32 PM

Interaction table for UCS.


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Title: Re: Help me Find the email address
Post by: hsujdik on April 02, 2018, 01:46:03 PM

Or in EMAILOUT table. I guess its a better choice to get which addresses the message was sent to (toaddresses, ccaddresses, and bccaddresses fields)

Title: Re: Help me Find the email address
Post by: vjicecool on April 04, 2018, 07:50:15 PM

[quote author=hsujdik link=topic=10927.msg49631#msg49631 date=1522676763]
Or in EMAILOUT table. I guess its a better choice to get which addresses the message was sent to (toaddresses, ccaddresses, and bccaddresses fields)
[/quote][quote author=cavagnaro link=topic=10927.msg49625#msg49625 date=1522423712]
Interaction table for UCS.


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[/quote]

thanks for the responses