Agent desktop and e-mail

Architect & Flows
1

Hi everybody,

We are developing our own agent desktop application. We are planning to include e-mail treatment, but I have some questions when dealing with e-mails:

  • To make an incoming folder,the mails that have been read, are stored in the UCS? and in order to present them on the screen we must check the UCS database everytime?

  • When a new mail comes,the data of the mail, text,data, addresses… came in the interaction.mail.* arguments? or in order to show them on the agent screen we must look somewhere else?

Thank you for giving me an idea on how to start!

John

2

J.Smith -

there are several ways to do it. The simplest one would be to use Genesys SDK. In case this is not viable, what you can do is simply use interaction data provided to do DB dip and retrieve your email.

Do you have the manuals for UCS? Genesys has outdone itself and created very nice instructions on how to get it done. Take a look at http://support.genesyslab.com.

Cheers.