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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: knromain on May 15, 2018, 10:54:10 PM

Title: Email interaction routed but cannot be handle
Post by: knromain on May 15, 2018, 10:54:10 PM

Hi All,

I have a problem with the implementation of genesys email
The interaction is good for the agent but, the toaster is not displayed and the agent is automatically put in not-ready state.
I find this in the logs.

18-05-15 23:18:52.110 [            42] ERROR e.InteractionManager - ESDKInteractionEvent Error: Type Genesyslab.Platform.Commons.Collections.KeyValueCollection is not supported by KeyValueCollection
System.ArgumentException: Type Genesyslab.Platform.Commons.Collections.KeyValueCollection is not supported by KeyValueCollection
  at Genesyslab.Enterprise.Commons.Collections.KeyValueCollection.Add(String key, Object value)
  at Genesyslab.Desktop.Modules.Core.Configurations.ConfigAttachedDataManager.CreateKeyValueCollection(String name)
  at Genesyslab.Desktop.Modules.Core.Configurations.ConfigAttachedDataManager.GetKeyValueCollection(String name)
  at Genesyslab.Desktop.Modules.Core.Configurations.ConfigAttachedDataManager.OverwriteOptions(String value)
  at Genesyslab.Desktop.Modules.Core.Model.Interactions.Interaction.OnRefreshAttachedData()
  at Genesyslab.Desktop.Modules.Core.Model.Interactions.Interaction.Initialize()
  at Genesyslab.Desktop.Modules.Core.Model.Interactions.InteractionManager.ESDKInteractionEvent(IEnvelope`1 tsp)

Title: Re: Email interaction routed but cannot be handle
Post by: knromain on May 16, 2018, 07:57:42 AM

Could someone give me a track on this error?

Title: Re: Email interaction routed but cannot be handle
Post by: vjicecool on May 17, 2018, 09:59:43 PM

Have you checked agent have the correct skills?

if desktop is keeping him and inactive something needs to look on the IWS app, this may not be related to Email server

Title: Re: Email interaction routed but cannot be handle
Post by: gen_den on May 23, 2018, 07:24:18 AM

You should try re-installing IW and also post URS and Interaction server logs for the same.