Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jmaruny on March 15, 2011, 03:32:28 PM

Title: routing emails by mailbox
Post by: jmaruny on March 15, 2011, 03:32:28 PM

Hello,

I have little experience in Genesys, so any help would be appreciated.

Our customer has a basic e-mail solution installed. They can receive and respond mails, basically.

Now they want to implement 2 new mailboxes, and they want the mails to be routed to the same Group af Agents, but with different priority.

So it would be like that: emails from Mailbox 1 with highest priority, from Mailbox 2 with medium and from Mailbox 3 with lowest priority.

How can we implement it in URS?

Thank you all for your time and help.

Title: Re: routing emails by mailbox
Post by: René on March 15, 2011, 05:28:05 PM

Hi,

You haven't mentioned what e-mail solution (ICS 6.5 or Multimedia/eServices 7.x/8.x) your customer has but I will assume Multimedia/eServices. In this case you would need to check value of 'Mailbox' key stored in interaction's UserData and set priority based on that. Value of this key matches to value of the 'address' option defined for particular email account in Email Server Java options (pop-client section).

R.

Title: Re: routing emails by mailbox
Post by: jmaruny on March 16, 2011, 10:42:25 AM

Ooops, You're right.

It is as you told: We have a Multimedia 7.2 Environment.

I will test your advice. Thank You very much!