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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: smel1234 on July 24, 2018, 01:50:45 PM

Title: sum different interaction queue email
Post by: smel1234 on July 24, 2018, 01:50:45 PM

Hi All

I am trying to have two different email interaction queue sum together in ccpulse; for voice queue no problem for email is different as the interaction queue are under the folder scripts and when I try to create a new dn group I cannot even select them.

can anyone give a suggestion on how this can be achieved?

Title: Re: sum different interaction queue email
Post by: cavagnaro on July 24, 2018, 02:05:04 PM

Interaction queue is not a mediation DN, therefore can't be grouped like that.
Maybe a VQ at the target? Same on both?


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Title: Re: sum different interaction queue email
Post by: smel1234 on July 24, 2018, 02:16:38 PM

yes thank you for the answer it is a good idea but one is a workbin and the other a proper interaction queue so I don't think I can put the same vq target.

Title: Re: sum different interaction queue email
Post by: cavagnaro on July 24, 2018, 02:20:01 PM

Then no way...Workbin is even another object at all...
Maybe measure the IQ that routes to this both objects, at your strategy something is doing the distribution right?
Measure it there, or adjust your strategy for this to happen


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Title: Re: sum different interaction queue email
Post by: smel1234 on July 24, 2018, 02:30:15 PM

the workbin is associated with an interaction queue so the agent put the email in the workbin so no way I can do anything at the strategy level....so at this stage I think it cannot be done.

thank you again for your suggestions