Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: L3ARBI on March 22, 2013, 09:51:29 AM

Title: reply Email prob with GAD
Post by: L3ARBI on March 22, 2013, 09:51:29 AM

Hi,

i have a prob when i recieve email , in GAD.

in GAD interface i can see the information of email (@ source , @ destination; subject ,...), the prob is when i click reply botton to answer email, i can found @ email where i can send it (@destination ,  ) it empty.

in the Gd log i hace this message :

TP-processor99  Warn  GD.Interaction  ReplyEMailIn problem the from address field,it is not ser : replyall : false

Tnx

Title: Re: reply Email prob with GAD
Post by: Kubig on March 22, 2013, 09:54:37 AM

Have you configured properly BA (Business Attributes) with E-mail address,which are used for filling the from address in outbound email for example.

Title: Re: reply Email prob with GAD
Post by: L3ARBI on March 22, 2013, 10:19:24 AM

HI ,

tnx for your reply , in business attribut  there is just  Email address used by client to send a email ,

but before 2 days , there is any prob.


i think it is not possible to create  Atribute for each email recived from externe.

normaly process it , i receive email , i can read email in the GAD , i click reply , in the case "To : @xxx.com" i can see destination email .


bur the prob the cas is empty.

tnx

Title: Re: reply Email prob with GAD
Post by: cavagnaro on March 22, 2013, 11:25:12 AM

I think you are trying to say that the customer email get lost?
Can you post an screenshot of GAD before and after replying please?
Also IXS logs would be good

Title: Re: reply Email prob with GAD
Post by: L3ARBI on April 05, 2013, 11:45:08 AM

Hi,

it's what you describe,  Custmor email was lost. after replying.

NB: when agent recive email in the Gad , i can see custmor email.

Title: Re: reply Email prob with GAD
Post by: cavagnaro on April 05, 2013, 12:20:33 PM

Logs....logs!!! LOGS!!!