Genesys CTI User Forum

Verint User Forum => Verint Technical Discussion => Topic started by: rsankar402 on March 16, 2018, 02:15:58 PM

Title: Marked done email inbound Interaction move to queue
Post by: rsankar402 on March 16, 2018, 02:15:58 PM

Hello,

Can we move the marked done inbound email interaction to the queue?

Title: Re: Marked done email inbound Interaction move to queue
Post by: cavagnaro on March 16, 2018, 03:01:03 PM

Which queue? If it is done then is marked as terminated...so no further action.
Why would you still would like to have further processing?


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Title: Re: Marked done email inbound Interaction move to queue
Post by: rsankar402 on March 20, 2018, 06:00:02 AM

Unfortunately developer accepted the production emails and marked as done. So we are trying to move back to queue

Title: Re: Marked done email inbound Interaction move to queue
Post by: cavagnaro on March 20, 2018, 10:54:39 AM

Ahhh I see
Yes it is possible, search the interactions he has done via his My History and move them to the inbound queue again.


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Title: Re: Marked done email inbound Interaction move to queue
Post by: rsankar402 on March 21, 2018, 09:28:27 AM

yeah we tried it but in the strtergy is not handled, so it status is wb_Global error. Is there any other way to handle in the stratergy

Title: Re: Marked done email inbound Interaction move to queue
Post by: qtalal on January 21, 2020, 05:58:55 AM

if you are using IRD try to use "find interaction" block and put a condition like
id = '<ixn id>'

and then save the result in a variable and use it in target block

Title: Re: Marked done email inbound Interaction move to queue
Post by: Janis on January 21, 2020, 07:58:23 AM

Marked done (terminated) interactions are not in the Interaction Server db anymore. So you can't move it. You have to resubmit interaction to Interaction Server. You can try to use EmailServer to resubmit emails. Direct modifications of UCS db are needed. Please be careful. Start with some test environment.

[code]UPDATE [dbo].[Interaction]
  SET [Status] = 1
      ,[CreatorAppId] = <dbid of ESJ app>
      ,[EndDate] = NULL
      ,[StoppedReason] = NULL
      ,[queuename] = <name of the queue>
WHERE ...[/code]

Email Server will find interactions with status=1 and submit as new emails.