We are currently deploying a Cisco Unified E-mail Interation Manager (EIM) 4.3(1) integrated with ICM 7.5. We have a simple requirement to queue an e-mail through ICM to an IPTA (ICM Picks the agent) skill group. We need to be able to queue an e-mail for up to 4 days (to allow for FIFO - first in first out - treatment even if the call lands after hours on a thursday evening of a 4 day weekend where agents aren't available). We don't want to send the e-mail to a nonIPTA skill group after an hour of queuing as this defeats the purpose of having ICM integrated in our view.
In order to queue the e-mail for, say, 5 days, I think we may need to set the MaxQueueTime registry key on the router to 432000? Is this possible? Is there a maximum value for MaxQueueTime? Is it likely to cause other unwanted impacts? If not, anu suggestions as to how we would route the e-mail to allow FIFO queing assuming the contact centre is not staffed on weekends would be appreciated.
Instructions for setting the max queue time, found at:
Intended ICM Script screenshot is attached.