Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gzooby on August 30, 2013, 05:02:30 PM

Title: Attaching Category Standard Response Auto Suggest
Post by: gzooby on August 30, 2013, 05:02:30 PM

Hi!  :P

I have an autoresponse done in Knowledge manager. It´s the only one under this category "Firma". What I want to do is to attach to GAD through IRD, the category in which my standard response is, so when agents receive emails (I want to do this for outbound emails too but dont know how...) , they receive this category so in tab "Auto Suggest" they have this unique stantard reponse so they can insert it easily.

Does anybody knows how to do this??

Thank you!  :D

Title: Re: Attaching Category Standard Response Auto Suggest
Post by: cavagnaro on August 30, 2013, 06:33:28 PM

AutoResponse is that...to be used as such.
For others on the KM you have to select the Agent Suggestion so your agent can see the signature and be able to attach it

Title: Re: Attaching Category Standard Response Auto Suggest
Post by: gzooby on September 09, 2013, 02:47:25 PM

If I have a category with just one standard response, How can I make this category to be always at autosuggest tab, not only when I receive an inbund email, but when I want to write an outbound one??

I read theres is a possibility of attaching category name to GAD, but this only covers the emails you want to reply??

Thank you for any help you can provide! :-[

Title: Re: Attaching Category Standard Response Auto Suggest
Post by: gzooby on September 09, 2013, 03:55:29 PM

Ok, I found out you can attach through IRD the category to GAD, so when an inbound mail enters, in auto suggest tab you can see the standard reposnes under the category u attached.

What about outbound emails, if I want the agent to start email interaction , and have in auto suggest tab this category too??

Thanks! ;D

Title: Re: Attaching Category Standard Response Auto Suggest
Post by: Kubig on September 09, 2013, 05:52:22 PM

Really have you one strategy for an inbound and an outbound emails? It is odd deployment of eServices routing. So, in this case you have an option how to achieve it, you can check what type or subtype of current interaction is and according to the output you can use (not) ACK