Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: xav_net on October 26, 2006, 05:42:03 PM

Title: Screening rules
Post by: xav_net on October 26, 2006, 05:42:03 PM

Hi all!

There's any way to create Screening Rules for e-mails,without having installed the Knowledge management and without the content analyzer?

Thank u in advance!

Title: Re: Screening rules
Post by: IanDS on October 26, 2006, 06:48:10 PM

What email solution are you using? ICS 6.5 or MCR 7.x?

It is possible can be a little ugly, especially if you want to do it on the body not just the header fields.

Title: Re: Screening rules
Post by: René on October 26, 2006, 08:16:12 PM

Hi,

Yes, it's possible. Text of the email's body is stored into "Text" attribute of EmailIn table in Universal Contact Database so you can do "screening" in the database using SELECT ... LIKE '%%' command. If you need screening just on the email's subject you can get it from Attached Data and look for "keyword" using IRD string functions.

René

Title: Re: Screening rules
Post by: xav_net on October 27, 2006, 05:37:43 AM

Thank you!

I don't know what could I do without your help! ;)

Title: Re: Screening rules
Post by: IanDS on October 27, 2006, 08:06:02 AM

you might also want to check 'structured text' as not all emails will be in text.

why dont you install classification server? it comes with the solution FREE, the only extra is if you want to do context analysis ie natural language stuff.

Title: Re: Screening rules
Post by: xav_net on October 27, 2006, 01:29:56 PM

I know that with Classification Server everything would be easier for me...but I depend on my boss decisions... :(

Thank you!