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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on June 17, 2010, 10:48:02 PM

Title: Discriminate incoming mail accounts on IRD
Post by: cavagnaro on June 17, 2010, 10:48:02 PM

Hi guys,
I have a question, would like to know how to configure a View in the IRD (Business Interactions) so I have two email accounts configured on EJS which need to have different strategies...how does the view query would be???
Thanks

Title: Re: Discriminate incoming mail accounts on IRD
Post by: Timur Karimov on June 18, 2010, 07:47:59 AM

[quote author=cavagnaro link=topic=5642.msg24671#msg24671 date=1276814882]
Hi guys,
I have a question, would like to know how to configure a View in the IRD (Business Interactions) so I have two email accounts configured on EJS which need to have different strategies...how does the view query would be???
Thanks
[/quote]
Hi cav,

do you try create new end point on media server object ? and bound to this new end point additional strategies?
samething like this
http://cid-4e42d920100f5710.photos.live.com/self.aspx/%d0%9d%d0%be%d0%b2%d0%b0%d1%8f%20%d0%bf%d0%b0%d0%bf%d0%ba%d0%b0/email^_sample.JPG

Title: Re: Discriminate incoming mail accounts on IRD
Post by: cavagnaro on June 18, 2010, 03:06:12 PM

I think will be like your ESJ object, several accounts but on my case different strategies...
So support will not have autoanswer and will go to agent group 1
sales questions will have autoanswer, acknowledge and go to AG2
and so and so...

Thanks :)

Title: Re: Discriminate incoming mail accounts on IRD
Post by: René on June 18, 2010, 03:42:26 PM

Hi Cav,

You can use the solution proposed by Timur or define a new view with following condition:

[font=courier]Mailbox = '<value of the key "address" of particular mailbox defined in ESJ options'[/font]

R.

Title: Re: Discriminate incoming mail accounts on IRD
Post by: Krister on July 15, 2010, 08:33:34 AM

Run a main startview where you have a multiscreen object to sort the incoming emails using screening rules from knowledge manager.
If that is hard then just take out UData Mailbox and sort accordingly.

Title: Re: Discriminate incoming mail accounts on IRD
Post by: cavagnaro on July 22, 2010, 12:25:54 AM

[quote author=René link=topic=5642.msg24683#msg24683 date=1276875746]
Hi Cav,

You can use the solution proposed by Timur or define a new view with following condition:

[font=courier]Mailbox = '<value of the key "address" of particular mailbox defined in ESJ options'[/font]

R.
[/quote]

Hi René,
Tried to do this but I got a message on logs indicating that in the table the column 'Mailbox' couldn't be found on the table...so I started to see the columns of the Interaction Server and yes, such column doesn't exits...what else can I do?

Title: Re: Discriminate incoming mail accounts on IRD
Post by: cavagnaro on July 22, 2010, 12:39:24 AM

Ok created a Custom Property with that value following the MM User guide...lets see what happens tomorrow.
:)

Title: Re: Discriminate incoming mail accounts on IRD
Post by: YevgeniyP on July 28, 2010, 04:04:57 AM

Another approach (without custom attributes) is to do the analysis in the strategy and place interactions into different queues. After that each queue processed by appropriate strategy.
YP

Title: Re: Discriminate incoming mail accounts on IRD
Post by: cavagnaro on July 28, 2010, 05:54:14 AM

Custom attributes did work BUT handling queues was a little bit messy.
What I ended up doing was to install another ESJ instance...and works fine and nice :)

Title: Re: Discriminate incoming mail accounts on IRD
Post by: vma on July 28, 2010, 02:31:13 PM

I'm having 40 different pop account defined in ESJ and what I am using is the attached 'Mailbox' field. I created a List of objects with data for each of these mailboxes and I get dynamically the needed info from these lists based on the Mailbox field.
Hope it helps.