Discriminate incoming mail accounts on IRD

General Discussion
1

Hi guys,
I have a question, would like to know how to configure a View in the IRD (Business Interactions) so I have two email accounts configured on EJS which need to have different strategies…how does the view query would be???
Thanks

2

Hi cav,

do you try create new end point on media server object ? and bound to this new end point additional strategies?
samething like this
http://cid-4e42d920100f5710.photos.live.com/self.aspx/Новая%20папка/email^_sample.JPG

3

I think will be like your ESJ object, several accounts but on my case different strategies…
So support will not have autoanswer and will go to agent group 1
sales questions will have autoanswer, acknowledge and go to AG2
and so and so…

Thanks :slight_smile:

1 Like
4

Hi Cav,

You can use the solution proposed by Timur or define a new view with following condition:

Mailbox = ‘<value of the key “address” of particular mailbox defined in ESJ options’

R.

5

Run a main startview where you have a multiscreen object to sort the incoming emails using screening rules from knowledge manager.
If that is hard then just take out UData Mailbox and sort accordingly.

1 Like
6

Hi René,
Tried to do this but I got a message on logs indicating that in the table the column ‘Mailbox’ couldn’t be found on the table…so I started to see the columns of the Interaction Server and yes, such column doesn’t exits…what else can I do?

7

Ok created a Custom Property with that value following the MM User guide…lets see what happens tomorrow.
:slight_smile:

1 Like
8

Another approach (without custom attributes) is to do the analysis in the strategy and place interactions into different queues. After that each queue processed by appropriate strategy.
YP

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9

Custom attributes did work BUT handling queues was a little bit messy.
What I ended up doing was to install another ESJ instance…and works fine and nice :slight_smile:

1 Like
10

I’m having 40 different pop account defined in ESJ and what I am using is the attached ‘Mailbox’ field. I created a List of objects with data for each of these mailboxes and I get dynamically the needed info from these lists based on the Mailbox field.
Hope it helps.