Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Email Routing via Data Tables

    Posted 10-30-2023 02:21
    No replies, thread closed.

    Hi all,

    I'm having some troubles with routing some emails via Data Table look ups.  

    The Email Flow I have is a series of Data Tables that look up and reference a variety of things from Email Address, Domain name and Keywords.  

    One of the tables I have references the domain name.  Of the 3 Domains in the table, 2 work and one does not, but I can't figure out why.  I've setup Get Participant Data to find what the correct format of the domain I'm trying to route and it's correct.  This table also routes to a specific Queue, Skill and gives the email a priority value.  I know these aren't working because the skill that should be used doesn't work. However, the other two domains, route and set skills like expected.

    Any suggestions on what I should troubleshoot next to find out what's causing this?  I feel like I need to find out what's causing the error, but I don't know where to start. 

    Thanks,


    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Robert Niblock
    APM
    ------------------------------


  • 2.  RE: Email Routing via Data Tables

    Posted 10-30-2023 20:19
    No replies, thread closed.

    Could you provide some examples of the domains?  I know you may not want to share them, so feel free to email them to me and I'll take a look.  Make sure you copy/paste from table.  Also, have you tried using Set Attribute and make sure that it is not seeing some other character?



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

    Original Message


  • 3.  RE: Email Routing via Data Tables

    Posted 10-30-2023 21:30
    No replies, thread closed.

    Hi Robert,

    I'll provide some screenshots and information from the data table.

    I have a Set Participant Data at the start of the flow to verify the attributes output to make sure its correct. 

    For the Domain, I've used EmailAddressDomainPart(Email.Message.from.id) with the Attribute name "Domain".  In an interaction, the Domain will appear like so.
    In the Data table below I have these domains.  The mates domains route and assign a skill fine, but the mobivate domain doesn't.  I have another data table to routes via a specific email address, and even the full email address doesn't route either, which baffles me.  I've cut and paste the formatting of the domain so many times and made sure there's no trailing spaces and all that.  Domain is mobivate.com
    In the flow below, I have a series of tables which will route the emails a queue and assign a priority and skill value.
    Hopefully that is enough context to the issue.  


    ------------------------------
    Robert Niblock
    APM
    ------------------------------

    Original Message


Related Content