Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dudzy on January 08, 2013, 01:41:16 PM

Title: EMail Error - Sending Email
Post by: Dudzy on January 08, 2013, 01:41:16 PM

Hi, has anyone seen this error before with the sending of email

In URS a "UData['To']" is done before the email send. A valid email address is listed.

\\snippet from interaction server log
'Envelope3rdServer'(list) 'Service' 'Email'
                          'Method' 'Send'
                          'Parameters'(list) 'FaultCode' '106'
                                            'FaultString' '13:25:56.581 Server: MM8_E-MailServer Msg: No 'To' address found.'

Title: Re: EMail Error - Sending Email
Post by: Kubig on January 08, 2013, 01:45:53 PM

Yes,I saw it. You have filled incorrectly header(namely To field) for new email in strategy.Could you upload screenshot of your object in strategy in which you have filled/created header?

Title: Re: EMail Error - Sending Email
Post by: Dudzy on January 08, 2013, 02:09:04 PM

hopefully these are the screens you are after, any assistance to resolve would be grand.....

been running fine for months.

[img]http://www.dudzy.com/image1.JPG[/img]

[img]http://www.dudzy.com/image2.JPG[/img]

Title: Re: EMail Error - Sending Email
Post by: Kubig on January 08, 2013, 02:24:05 PM

Please,correct the second screenshot.... so,did you do any changes or updates during last time,from last works point?

Title: Re: EMail Error - Sending Email
Post by: Dudzy on January 08, 2013, 07:32:56 PM

image fixed

nothing has changed at all to my knowledge
completed end to end testing with a test account and all fine, found approx 120 replies are failing to send (i make an assumption that the vast majority are related to the same error)

Title: Re: EMail Error - Sending Email
Post by: Dudzy on January 09, 2013, 05:21:19 AM

Viewed end user behavior today of one such failure.
Agent receives information (was initially saved to their work bin)

When presented to the agent, its actually has an email address (not all do), from, subject etc, but there is no text body at all (will upload an image soon)

The agent selects reply, corrects and hits send, and fails with same error.......

Title: Re: EMail Error - Sending Email
Post by: Kubig on January 09, 2013, 07:10:06 AM

And are you 100% sure that all required fields has were filled? Did you check emails parameters directly in DB?

Title: Re: EMail Error - Sending Email
Post by: Dudzy on January 09, 2013, 12:46:52 PM

from the agent workspace side yes......

image of pop to agent, have another with all fields completed (ie body) when agent replies
[img width=640 height=395]http://www.dudzy.com/email.JPG[/img]

db side, work in progress, trying to get a complete set of logs across all apps.

Title: Re: EMail Error - Sending Email
Post by: catanirex on January 24, 2013, 01:40:43 PM

Check the log and see if the To address of these outbound  emails are a n address that is configured as an incoming emailaddress in Genesys.
By default you cannot send emails to addresses that Genesys controls since it means looping.
All the times I have seen this the cause us this. Email Server checks and removes internal addresses, and this leads to empty To fileds in theses situations.