Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vivek on January 01, 1970, 12:00:00 AM

Title: Forwarding Emails
Post by: Vivek on January 01, 1970, 12:00:00 AM

Is there any way Agent can forward customer's email to an outlook account form Soft phone?
Genesys has external agent transfer feature, which is not user friendly one. Because when external agent opens the email it always it shows an unique email address that is ExternalAgentIncomingAddress, so it makes confusion to external agent. Also external agent has to write the reply between "begin" and "end" most of the external agents don't follow the instruction.

Thanks in advance for any ideas.

Title: Forwarding Emails
Post by: Short on January 01, 1970, 12:00:00 AM

Hi,

No, it is not possible for an agent to forward an email within Genesys. He can copy the email address and message text, and mark the incoming email as Done. Then from his own Outlook send an email to the person who needs to receive the information.

But you can created Content Analyze rules that automatically forwards the emails without submitting them into Genesys.

Title: Forwarding Emails
Post by: Vivek on January 01, 1970, 12:00:00 AM

Thanks for your reply.

is there anyway strategy can forward it to an outlook account?

Title: Forwarding Emails
Post by: Short on January 01, 1970, 12:00:00 AM

No :(