Multi-server Email Routing Using Director

Director queues and transfers email messages to agents on remote servers as a result of Director scoring and under Director's control. The handling and tracking of email messages that Director routes matches what is available for calls (as appropriate). Director can route email messages to any email message platform that CIC supports. For more information about supported email message platforms, see the PureConnect Installation and Configuration Guide at https://help.genesys.com/cic/mergedprojects/wh_iandc/desktop/ic_installation_and_configuration_guide.htm.

Each site needs a unique email address. For example, for Site1 and Site2, Site1 has the address "Site1@domain.com" while Site2 has the address "Site2@domain.com."

Director's email message routing functionality is similar to call routing. For example, an email message arrives on server A. If Director determines that an agent on server B can receive it, Director routes the message to the agent on server B and ensures that the agent picks up the message. If the agent doesn't pick up the message, Director reassigns it somewhere else until an agent picks it up. If no agents are available, Director holds the email message until an external source acts on it (for example, a customized handler or person who picks it up or disconnects it).

Some characteristics of email message routing are:

• Email messages require 100% use of an agent.

• The original email message remains intact on the originating CIC server (on the server where it arrived first) until Director deletes it.

• Director examines and changes the contents of an email message at two points in the process: at creation and when CIC receives it, but before any user sees it or before generating reporting data.

• Multiple CIC queues cannot monitor the same mailbox.

• Director does not check to see if a queue monitors more than one mailbox. It is the customer's responsibility to ensure that a queue monitors one mailbox.

• Director preserves custom attributes attached to an email object when the email message transfers to another server.

• Email messages take longer to route remotely than calls because of the Exchange polling interval set in the registry. Director doesn't send email message to a remote server unless an agent is available to receive the message. For email messages with long delays, if the agent is no longer available when the email message arrives, Director reroutes the email message the same as it does calls. Since changes can occur while routing is in progress, Director handles any case where the item does not get to its intended destination.