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  • 1.  ACD email end

    Posted 08-19-2022 10:29
    there are two similar queues to handle shareinbox, why the email in the outlook for one queue can be disappear directly after interaction disconnected , but the other one kept all history in the outlook inbox without any changes? is there anything missed in the routing or email setting?
    #Architecture and Design
    #Conversational AI (Bots, Agent Assist, etc.)
    #DigitalChannels
    #Connect with a Customer (NEW)
    #Implementation
    #API/Integrations
    #Omni-Channel Desktop/User Interface
    #Outbound
    #Platform Administration
    #Quality Management
    #Remote Work Enablement
    #Reporting/Analytics
    #Roadmap/New Features
    #Routing (ACD/IVR)
    #Security
    #SIP/VolP
    #System Administration
    #Telephony
    #Unsure/Other
    #Community Videos (TAM, QA, etc.)

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    Gabrielle Li
    Kennametal Inc.
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  • 2.  RE: ACD email end

    GENESYS
    Posted 08-19-2022 10:37
    You will need to give a bit more information regarding how you have email set up...are you using Genesys Cloud email and forwarding the emails from your own server/Office 365? Or, what?

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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