Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Questions about ACD Email Routing

    Posted 11-25-2018 12:04

    Hi everyone,

    Our customer likes to integrate the ACD Email Routing to his PureCloud system.
    We have configured a Test Email Routing for this customer.

    There are some open discussions for which I didn't find any answers in the PureCloud Help.
    Can somebody help me to find the answers? Thanks.

    - Is it possible to set "Sending automatic answers in the night? (e.g. send automatic answer between 10 pm - 8 am)

    - Is there a possibility to save the Emails in a folder structure? (categorizing the Emails for Reviews)
      We have advised them to add a Wrap-up code for each Email, so that they can easily find them under Interactions.
      But if there are any other possibility, our customer will be much happier.

    -  How to set lower priority for the Emails?
       I know that we can set the priority if we route the Email through a Flow.
       Is there any other way to set the prio?

    Thanks for your replies in advance!

    Best regards,
    Raj


    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)
    #Unsure/Other

    ------------------------------
    Ratnarajah Rajkumar
    SPIE ICS AG
    ------------------------------


  • 2.  RE: Questions about ACD Email Routing

    Posted 11-25-2018 17:38
    - Is it possible to set "Sending automatic answers in the night? (e.g. send automatic answer between 10 pm - 8 am)
    As far as I can tell, you should be able to set up a Schedule in the Admin UI, then use an Evaluate Schedule action in the Architect Inbound Email flow to check that schedule and decide whether or not to send that Auto Reply. You'll have to do some research to figure out what to do after that...I haven't experimented with the email flows.

    - Is there a possibility to save the Emails in a folder structure? (categorizing the Emails for Reviews)
      We have advised them to add a Wrap-up code for each Email, so that they can easily find them under Interactions.
      But if there are any other possibility, our customer will be much happier.
    No

    -  How to set lower priority for the Emails?
       I know that we can set the priority if we route the Email through a Flow.
       Is there any other way to set the prio?
    If you are not using a flow, then Priority is set in the individual email address settings in the Admin UI, where you set up which queue to use.


    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


Related Content