We have an issue with Agents transferring Email Interactions into Workgroups that are only configured for calls.
The result is the Email does not get delivered to an Agent (because they are configured for calls) and the often extended Wait time of the Email inflates our 'ACD Time To Answer' announcement in the Call Workgroup.
I am not able to prevent the actual transfer as we use a fairly complex Client built In-House so I have been looking at adding a Customization point within System_QueueEmailOfferingNonSystemQueue.
My new custom handler identifies both the Source & Target Workgroups as the transfer is completed and determines if the Target was a Workgroup
that can route Emails. If the Workgroup cannot the new handler currently sends an Alert do someone can transfer it back to an Email Workgroup.
This is working well but I would like to go further and have the Handler automatically perform a 2nd, remedial transfer to put the Email back into the Workgroup it came from but I cannot see how to do it.
I tried using the Tool Step "Email Interaction Transfer" but I get an iRetVal of 36 (error). IP/PostoffceServer logs indicate a bad or missing cookie but I do not know hot to get this.?
Does anyone know a way to transfer an Email using custom Handler.?
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Paul Abbott
Next Holdings Ltd
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