Inbound Email routing to Agents

Architect & Flows
1

Hi All

We have Genesys 7.2 and 10 licenses for email handling.
I wrote business strategy for routing inbound emails to one test agent.
EmailServerJava recieve mails from corporate mailbox and send them to inbound queue.
From inbound queue emails don`t move to agent, and remain in queue.

In IRD/Monitoring I see loaded strategy and increasing number of Entered/Abandoned interactions.

Maybe I missed something, that can be very important?
Please help with my trouble

2

Forgot to say, we have only components for GenesysExpress. We haven`t any Multimedia solution or any installation of Genesys Multimedia CD.

Can this be serious problem for us in handling emails?

3

Check this:
http://www.sggu.com/smf/index.php/topic,2255.90.html

4

yes, this was the first I did
but can`t find solution for my trouble

5

Hi,

It seems to me something goes wrong in the strategy and interaction is abandoned. Could you post here URS log covering routing of an email interaction?

BTW Genesys Express = standard Genesys components (Routing, Reporting, Multimedia atd.) + automatic installation wizard + some technical and business restrictions. Reason? Marketing :slight_smile:

R.

1 Like
6

here is part of URS log

7

Hi,

There is no routing time specified in “Route Interaction” object in the strategy so the call is abandoned as there is no available agent. Increase routing timeout to some meaningful value (e.g. at least couple of hours) and try it again. Of course, you agent has to be ready on EMail channel/media to receive an interaction.

R.

8

As René thought me


  1. Check that in CCPulse the email place is created; if you want to handle only email you can create an empty place like “email1” and use this place to login the agent.
  2. Check that agent has Capacity Rule for email
  3. Check that URS doesn’t use use_agent_capacity, must be on false
  4. Check that the agent belongs to the target group of your destination
9
3. Check that URS doesn't use use_agent_capacity, must be on false

The option “use_agent_capacity” has to be TRUE otherwise interaction won’t be routed to an agent!!! Genesys Multimedia requires agent capacity to work properly.

R.

10

??? mine is false and works like a charm ???

11

There are two places where use capacity rules can be enabled - in the option of URS or StatServer. Maybe it’s your case - option is set in StatServer.

Theoretically, it could be possible to route email interactions even without Agent Capacity model but a lot of features (blending, multiple interactions at the same time etc.) won’t be available.

R.

12

Well on StatServer I don’t have the option defined, maybe default value is true?
Now under the tests I have done the agent can receive both email and voice calls at same time, maybe because of their capacity rule?

13

Set routing time to 7200 sec
I am not at work, and hav`nt remote access to servers
but in alomost one hour in IRD/monitoring I see some ‘entered’ and ‘in progress’ interactions. But seens to me them will be failed and emails remain in inbound queue
In Pulse in ‘Monitor Extended Status’ I see ‘Voice DN’ for agent and agent in ready status
 same for email. See agent Ready for voice and media email

14

Cav,

It is probably because you don’t use capacity feature at all. You have emails dns defined and assigned to places as you stated and this probably allows you to target agent places with voice as well as with emails interaction directly. For capacity you do not need to have email dns at all, but you need capacity rules where you would define what media type and how many interactions in the same time agent can handle. You are assigning rules directly to agent’s profile. So no need for email dns or any other media type dns at all.

Cheers,

e.

15

Hi Zubr,

Is the stat server u are using in select target block in connection list of URS? Does this same StatServer have connection to Interaction server?

e.

16

Nop, no email DNs neither hehe. Not sure why but it works fine.

17

Really? interesting :slight_smile: and what about rules? Do you have any capacity rules defined?

18

Yes, that is true, two capacity rules, one for only voice and one for voice and email :slight_smile:

19

I am always saying that you are genius. :o :wink:

BTW use_agent_capacity is URS option only, at least I could not find any trace that this is applicable for SS as well. The default value is false, but apparently if you load predefined URS template, this option is set to true.

20

lol if you have a doubt look at my karma lol

1 Like