Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: scottiebigman on September 25, 2013, 11:34:49 AM

Title: How do you automatically move email interactions into queues??
Post by: scottiebigman on September 25, 2013, 11:34:49 AM

hi, first time postee here  :)
i need some help Email and IWS please...
I have configured the completed-queues option in Interaction Server (version 8.0.200.11) with the relevant options so the Completed_At timestamp will be set.

My questions are can emails can be placed into the queues without having the agents do it? Is it possible to make IWS automatically place the interaction into a queue when the disposition code has been set?

thanks!

Title: Re: How do you automatically move email interactions into queues??
Post by: Kubig on September 25, 2013, 11:46:52 AM

IWS is client/agent application , so it is not possible and does not make any sense. Of course you can develop own IWS module, which can do similiar function, but I do not see any logical reason for it. For these purposes are BP (Business Process) where you can do whatever you want with the interacion. So, try to read doc carefully as first.

Title: Re: How do you automatically move email interactions into queues??
Post by: scottiebigman on September 25, 2013, 11:53:46 AM

ok thank you for the reply. i will go back to the customer and advise them of this

Title: Re: How do you automatically move email interactions into queues??
Post by: René on September 25, 2013, 01:16:44 PM

Hi,

I would say it is possible - you can configure in workflow what queue the interaction is placed into once agent clicks Mark Done or Reply. Standard implementation is that interaction is stopped (=moved in __STOP__ queue) but you can specify any queue you'd like here.

R.

Title: Re: How do you automatically move email interactions into queues??
Post by: scottiebigman on September 25, 2013, 01:34:29 PM

where would i find the "moved in __STOP__ queue" option please? would this be in the strategy? if this is the option by default then perhaps i can amend it to move the interation to the queue automatically?

Title: Re: How do you automatically move email interactions into queues??
Post by: René on September 25, 2013, 01:53:17 PM

You can find it in the strategy - Route Interaction block, Queue For Existing Interaction on Interaction Queue tab.

I meant by saying 'default' that this __STOP__ queue is typically used but there is no queue configured when you place Route Interaction block to your strategy.

R.

Title: Re: How do you automatically move email interactions into queues??
Post by: scottiebigman on September 25, 2013, 01:58:34 PM

ok thank you so much for your help. i will have a look within the strategy and see if i can amend the options to get this working

Title: Re: How do you automatically move email interactions into queues??
Post by: Kubig on September 25, 2013, 02:03:31 PM

So, I said it is not possible via standard function in IWS as questioner has asked. I agree with rest, is the same what I have suggested, but not described very well.