GAD - Email clarification

system · November 19, 2009, 5:30pm

Hi All,

I’m testing email interactions to GAD (Genesys Agent Desktop)
Able to route a email to genesys agent desktop from outlook client.
Outlook is using POP3 for retrieving emails and smtp for submitting emails.

When i try to reply to the interaction -From field which is a dropdown is not populated and not editable to provide some email address. It is the same when i try to send the email too. it prompts an alert -“Invalid From Email Address”.

I tried setting up in agent info tab in CME for the agent. but no luck.
Can anyone help from where this “From” field gets populated

Thanks

cavagnaro · November 19, 2009, 5:34pm

In Email server you setup the mail accounts, (pop-client section) but GAD should populate those informations from the email headers.

system · November 19, 2009, 6:51pm

Hi,

I tried to configire the “default-from-address” under Multi-media section as per Genesys desktop deployment guide the but it is populated in GAD .

cavagnaro · November 19, 2009, 7:34pm

Will have to see the IServer and Email server logs to try to understand you better.

system · November 20, 2009, 10:41am

Hi cavagnaro ,

Please find attached the screenshots…

Incoming email to GAD
Not able to reply because From field is not populated so it alerts “Invalid From E-mail address”

Have already set up mail accounts in Pop3 and it is configured in Email server under pop-client section,
Assume the mail is sent from customer to Agent (Incoming mail) and agent tries to reply .
Need to associate email to agents in GAD.

Thanks