Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: rita on November 19, 2009, 05:30:14 PM

Title: GAD - Email clarification
Post by: rita on November 19, 2009, 05:30:14 PM

Hi All,

I'm testing email interactions to GAD (Genesys Agent Desktop)
Able to route a email to genesys agent desktop from outlook client.
Outlook is using POP3 for retrieving emails and smtp for submitting emails.

When i try to reply to the interaction -From field which is a dropdown is not populated and not editable to provide some email address. It is the same when i try to send the email too. it prompts an alert -"Invalid From Email Address".

I tried setting up in agent info tab in CME for the agent. but no luck.
Can anyone help from where this  "From" field gets populated

Thanks

Title: Re: GAD - Email clarification
Post by: cavagnaro on November 19, 2009, 05:34:14 PM

In Email server you setup the mail accounts, (pop-client section) but GAD should populate those informations from the email headers.

Title: Re: GAD - Email clarification
Post by: rita on November 19, 2009, 06:51:05 PM

Hi,

I tried to configire the "default-from-address"  under Multi-media section as per Genesys desktop deployment guide the but it is populated in GAD .

Title: Re: GAD - Email clarification
Post by: cavagnaro on November 19, 2009, 07:34:25 PM

Will have to see the IServer and Email server logs to try to understand you better.

Title: Re: GAD - Email clarification
Post by: rita on November 20, 2009, 10:41:20 AM

Hi cavagnaro ,

Please find attached the screenshots...
1. Incoming email to GAD
2. Not able to reply because From field is not populated so it alerts "Invalid From E-mail address"

Have already  set up mail accounts in Pop3 and it is configured in Email server under pop-client section,
Assume the mail is sent from customer to Agent (Incoming mail) and agent tries to reply .
Need to associate email to agents in GAD.


Thanks