Hi Team

We are using Interactive desktop and Interactive scripter together ( Not ideal we know but our client is using this with a dialler and email service.
(Below is a scenario we ran into with email) 

Issues picked up during our testing:

• Agent A received email – status == "Inbound mail". (desired behavior)
• Agent A transfers email to Agent B
• Agent A is in "Follow up" state (desired behavior)
• Email alerts @ Agent B – Agent B picks up email
• Agent B's status still reflects "Available" ( should reflect "Inbound email")
• Agent A's status moved from follow up to "Inbound mail" should move from Follow up to "Available" as the interaction was transferred to agent B.

Fault is intermittent as next interaction does the needed. 

Any advise?

Thank you 
Regards 
Carl
#ConnectwithaCustomer(NEW)

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Carl Van Der Merwe
Pivotal Data (Pty) Ltd
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Carl,

Ok, so I assume you are setting the "Inbound Mail" as the on interaction status for a workgroup that is dedicated to email? If not, where are you setting it?

My guess is that the first issue issue is down to the email being transferred directly to Agent B and therefore no longer being associated with the Queueand therefore not picking up on the various automatic statuses.

I'm not sure why the second issue is ocurring - you might need to open a ticket on this.