Issue Description :
The issue is that when a customer sends an email, or the information filled in on a webform,
is send via an email to an agent, and an agent sends this email to an address of one of our monitored inboxes, the email-interaction becomes the status “queued” in Genesys Desktop and never arrives at the inbox it is send to.We have investigated this issue and found that that it is not handled because the email-addresses are equal to one of the ( pop client )inboxes that are configured in email server.
These email addresses are in an exclude-list and therefor the To-address is ignored .
The Solution : As per the Genesys eServices 8.1 Reference Manual we have found the below solution to get it work
Option : enable-mail-loops
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether E-mail Server can (true) or cannot (false, the default)send mail to the addresses specified in the following sections and options:
Section Option
email-processing default-from-address
email-processing ext-resource-incoming-address
iwe-processing address
chat-client address
pop-client address
Sending e-mails to these addresses may be useful if you want to direct copies
of outbound e-mails to system-internal addresses for purposes of (for example)
validating or archiving
We are suspecting that after enabling “enable-mail-loops” option it may create a new problem that unwanted auto responses / acknowledgement mails will be generated and will be offered to agents which will create un-necessary looping of emails.
So is there any alternate way to solve this or avoid looping of acknowledgement emails after enabling above option ?