Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on June 05, 2014, 07:54:19 AM

Title: Email transfer between agents using IWS
Post by: vma on June 05, 2014, 07:54:19 AM

Hello,

Is there any special configuration needed to be done in order to make transfer between agents possible? All email roles are enabled (even Can Transfer). Still when I find the agent in Team Communicator only Add to Favorites is available. No envelope button like showed in the documentation to complete the transfer.

Thank you,
Mihai

Title: Re: Email transfer between agents using IWS
Post by: Kubig on June 05, 2014, 08:01:49 AM

Is the IWS object configured with connection to the statserver? Is the option "presence.evaluate-presence" set to true?

Title: Re: Email transfer between agents using IWS
Post by: vma on June 05, 2014, 08:07:36 AM

yes presence is true and there is a connection to the statserver even this is showing the status on the voice channel not email.

Mihai

Title: Re: Email transfer between agents using IWS
Post by: Kubig on June 05, 2014, 08:19:13 AM

Java stats for eServices are enabled on that statserver?

Title: Re: Email transfer between agents using IWS
Post by: vma on June 05, 2014, 10:05:19 AM

Thanks Kubig, helpful as always!
I had both statservers in connections tab (voice and eServices). Once I removed the voice one it worked. So I guess I'll just ahve to enable java stats on the voice one and make a replace the eServices one since the voice one provides more other stats.

Regards,
Mihai

Title: Re: Email transfer between agents using IWS
Post by: Kubig on June 05, 2014, 10:22:42 AM

You're welcome - I am glad it helps to you