Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on July 25, 2012, 11:03:42 AM
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I'm trying to get an eServices solution up and running, with Interaction Workspace as the desktop client.
All applications are up and running and emails are successfully being received by email server and processed by Interaction Server and URS (I can see the interactions in the logs of all of the above), but when the agent logs on to IWS there is no email channel, so of course the emails cannot be routed.
The SMS channel seems fine, just no email.
I've done all of the following:
1. Configured capacity rule on tenant (default "one_interaction_of_any_type" rule)
2. Configured the default-inbound-queue option in Email Server as "Inbound queue" (again, one of the default examples built when the solution was created)
3. Put the agent in the correct agent group, i.e. the target of the routing strategy
4. Activated the strategies "Process ABC" and "Send ABC" (basic example strategies provided). I also noticed that my eServices Statserver was not configured in the target block for "Process ABC" so I added this.
5. Added connection from IWS to InteractionServer
6. Added all email-related role privileges to my IWS role in Administrator
7. Configured email-default-queue, email-outbound-queue options in IWS.
eServices is fairly new to me so I guess I'm missing something, just no idea what!
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Hi Adam,
Please check that Stat Server is connected to Interaction Server as Stat Server is the only component that reports agent's availability to URS.
R.
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Found the problem - no connection from IWS to UCS.
Didn't bother with this as the agents won't need contact history to begin with. Email won't work without the connection though.