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  • 1.  Inbound e-mail not routed

    Posted 05-15-2019 05:41
    No replies, thread closed.
    Hi
    I've a problem whith inbound e-mail routing.

    I configured an email queue "coda email" related to the e-mail address "informazioni@lutech.purecloud.de".
    If I send an outbound e-mail selecting queue "coda e-mail" and the recipient reply to me, the email is correctly queue on "coda e-mail" and delivered to an agent.

    But if I send an e-mail directly to "informazioni@lutech.purecloud.de" it'snt delivered to an agent but remain in queue.

    Anyone experienced that?

    Regards
    Luca
    #Routing(ACD/IVR)

    ------------------------------
    Luca Assandro
    Lutech S.p.A.
    ------------------------------


  • 2.  RE: Inbound e-mail not routed

    Posted 05-15-2019 09:27
    No replies, thread closed.
    Are you using PureCloud Architect to route the email, or just the Email settings under the Admin configuration?

    I am wondering if you are assigning a skill or something in the routing setting that might be bypassed when a customer replies to an outbound email.

    @Lucie DeCristofaro is there a difference in the way inbound email is handler/routed to queue vs. a reply to an outbound email on behalf of queue?​

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Inbound e-mail not routed

    Posted 05-15-2019 09:38
    No replies, thread closed.
    Hi Geroge
    I'm using email settings under admin configuration
    I try also with "next agent available" routing - without specialization - but don't work 

    thanks
    Luca

    ------------------------------
    Luca Assandro
    Lutech S.p.A.
    ------------------------------

    Original Message


  • 4.  RE: Inbound e-mail not routed
    Best Answer

    Posted 05-15-2019 09:35
    No replies, thread closed.
    Double check that you are a member of the "code email" queue and activated on the queue. See this article for queue membership https://help.mypurecloud.com/articles/edit-or-delete-queues/ and this article for queue activation https://help.mypurecloud.com/articles/choose-queues-work/. 

    Keep in mind that for email and messaging interactions, we will attempt to reach the agent who last handled the interaction regardless of queue membership as described here https://help.mypurecloud.com/articles/about-acd-email-routing/. So in your case, if you sent an outbound email on behalf of queue and the customer replied, the reply most likely got routed to you because you were the last agent who replied and were available at the time.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Inbound e-mail not routed

    Posted 05-15-2019 10:04
    No replies, thread closed.
    Hi Lucie
    Yes the problem was that my agent hasn't any specialization, so the reply e-mail was routed cause I was last agent that managed the interaction, but new inboun e-mail without specialization was not routed.

    Now works fine, thak to you and also to @George Ganahl

    Luca
    ​

    ------------------------------
    Luca Assandro
    Lutech S.p.A.
    ------------------------------

    Original Message


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