Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: KORDY on June 05, 2022, 12:55:18 PM

Title: Email Interactions not ringing on WDE at the agent side
Post by: KORDY on June 05, 2022, 12:55:18 PM

Dears,

We have an issue that when the agents receive an Email interaction on their WDE it doesn't ring (it comes silent), however I configured the WDE ringtone option: [b]email.ringing-bell = ‘Sounds\Ring.mp3|10|-1|primary’[/b].

Note: this behavior occurred only with email interactions, but with Chat interaction (for example) it works fine and WDE ringing.


Appreciate your support.


Regards,
Ahmed El Kordy

Title: Re: Email Interactions not ringing on WDE at the agent side
Post by: cavagnaro on June 05, 2022, 10:04:23 PM

Are they automatically answered?

Enviado de meu SM-N9600 usando o Tapatalk

Title: Re: Email Interactions not ringing on WDE at the agent side
Post by: KORDY on June 06, 2022, 07:46:56 AM

Hello Cavagnaro,

Yes, they automatically answered.

FYI, there is a Chat channel with the same configurations with an automatically answered feature But it rining normally for a short while and then auto-answerd.


Regards,
Ahmed El Kordy 

Title: Re: Email Interactions not ringing on WDE at the agent side
Post by: cavagnaro on June 06, 2022, 01:59:46 PM

Try as this


Sounds\Ring.mp3|10|3|primary