Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: xav_net on October 05, 2006, 11:27:31 AM

Title: E-mail header routing question
Post by: xav_net on October 05, 2006, 11:27:31 AM

Hi everybody,

I'm developing the e-mail routing strategies for a  Genesys Contact Center, and I have a very worring question.

Knowing that I don't have installed the Knowledge Management Server, so I can't analyze the e-mails content, is there any method to route the e-mail by it's header/subject?

I've been looking the various Genesys reference manuals, they talk a little about making a lookup in the database, but I couldn't manage to do it, and I didn't find anything more.

Thanks a lot!

Title: Re: E-mail header routing question
Post by: cavagnaro on October 05, 2006, 07:35:50 PM

You should use Content Analyzer which is included with Email TServer.

Title: Re: E-mail header routing question
Post by: René on October 05, 2006, 08:42:47 PM

Hi,

All main email's attributes as "From" address, "To" address, "Subject" etc. are attached to the interaction as UserData. So you can read the key "Subject" in your strategy and route based on the value. Look to the Interaction Server's log and you'll see what UserData are available?

Could I know why you didn't installed Classification Server? It's part of Genesys Multimedia and basic functionality (Screening etc.) works without need of special license.

René

Title: Re: E-mail header routing question
Post by: xav_net on October 06, 2006, 05:50:19 AM

Yes, you're right,

The most logical thing had to be to install a Content Analyzer, but when I entered the project I'm actually working, everything was installed, except the Content Analyzer, and my boss told me that nothing more is going to be installed... :(

The way to use the Udata is by using an Assign block, creating a new variable, and using the sentence Subject=UData['GEMSublect'], and then using the variable Subject for routing? Am I in the right way?

Thank you for your reply, I'm learning a lot about Genesys with that forum, excellent one.

Title: Re: E-mail header routing question
Post by: René on October 06, 2006, 08:39:31 AM

You're right but you can't use variable Subject for routing directly. I don't know what you want to achieve but I assume the subject contains some "key words" determining e.g. a target agent group. In that case you have to use "Segmentation" object, create the rules (variable equals some value e.g. vSubject = 'Help') and then connect the endpoints with "Selection" objects where you define the target (agent, agent group etc.).

Am I right you're working with Genesys Multimedia 7.x? I'm not sure because you mentioned Content Analyzer which is a ICS 6.5 component...

René

Title: Re: E-mail header routing question
Post by: xav_net on October 06, 2006, 09:06:22 AM

Thank u René,

Yes, I'm using Genesys Multimedia 7.2.

I mean, if a customer sends me an email with a fixed subject, for example a fax that is converted to an e-mail, which subject could be defined in any way, for example: FAX, I want to route those e-mails with FAX subject, to the agents that deal with fax things.

Then, in that situation, with fixed subjects, do you think is it possible now to route them just comparing the subject? like comparing two strings.

Xavi

Title: Re: E-mail header routing question
Post by: René on October 06, 2006, 09:47:15 AM

Hi Xavi,

Yes, it's possible. See enclosed sample strategy :-)

René

PS. Change the extension back to ".zcf".

Title: Re: E-mail header routing question
Post by: xav_net on October 06, 2006, 09:59:47 AM

Hi René,

Uooo you've made me a sample design!!

Thank u a lot!

I'm going to see it now.

:)