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  • 1.  Inbound Emails in queue while agents are availables

    Posted 05-17-2018 14:25
    No replies, thread closed.
    Hello,

    We have issue with ACD Inbound emails, when we go to the Performance>Queues>Activity, we can see that there is many inbound emails stucked on queue (waiting) although there are many agents availables

    is there any way to unblock those emails or reintialize the queue ?

    Thank you in advance for your help

    Regards


  • 2.  RE: Inbound Emails in queue while agents are availables

    Posted 05-18-2018 08:10
    No replies, thread closed.
    Can you open up a support ticket so we can investigate further? It doesn't sound right, but we would need more details to advise you.

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

    Original Message


  • 3.  RE: Inbound Emails in queue while agents are availables

    Posted 05-18-2018 11:54
    No replies, thread closed.
    Thanks Lucie, yes sure I will do
    The customer has send me some examples of emails that are received by their mail server however they are not received by Purecloud
    When I check on the Performance>Interactions I didn't find them
    can it be problem from server mail that is blocking some emails to reach Purecloud ?

    Thank you
    Original Message


  • 4.  RE: Inbound Emails in queue while agents are availables
    Best Answer

    Posted 05-18-2018 16:22
    Edited by Mostafa Oudderhem 05-30-2018 03:21
    No replies, thread closed.
    There are a few different reasons why this may be. It sounds like the customer is redirecting the emails from their mail server to PureCloud. It could be that the emails are being caught by Amazon's spam filters. It could be that the email flows are not configured with an error queue and when an error happens, the emails get disconnected.
    It's hard to tell what exactly is happening without being able to look at examples. If you open up a support ticket, we can look at what may be the issue and help out.

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

    Original Message


  • 5.  RE: Inbound Emails in queue while agents are availables

    Posted 05-18-2018 18:28
    No replies, thread closed.
    Thank you Lucie

    I have open support's ticket, we suspect the is many interaction stuck on the email queue, causing that the agents don't receive all emails

    So we will try to clear them and see if issue will be resolved

    What can be the root cause of interaction to go in stuck mode (Email or voice) ?

    And how we can clear it ?

    Thank you
    Original Message


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