Genesys Cloud - Main

Hi all.

My team are unable to answer emails that are directly transferred to them. They can not open or reply to them. It loads a screen saying Sorry, something went wrong... however it never resolves itself, even after a restart or after a couple of days.

Is there some rule I need to set to allow them to answer transferred emails?

Thanks.

#DigitalChannels

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Doug Sear
BUTLINS LIMITED
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So, emails have to go through Email queue routing (that is until we get the long-promised Direct Routing) and they can only transfer to agents that are in another queue.  Business (communicate) users cannot get these email transfers.   With the new transfer mechanism, it will remain showing on the first agent's roster until the second agent picks up.  Also, the receiving agent has to have utilization available to answer the Email just like it was ACD-routed to them.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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