Is there a way for a Cisco Agent Dekstop agent to be able to receive emails into the email queue while they are on an agent voice call? I believe the answer is no, but I have a need for an agent to be able to view email sent by a customer while they are on a phone call.
The scenario is an agent is on a call with a customer, the customer sends an email to [email protected] and the agent wants to be able to verify that the email was received. If the agent is on an agent voice call with the customer, they will not be able to receive emails in the queue.
My thought around this issue was to have a second email address for the customer to send directed emails to that the agents could log on via webmail to check(they do not want to give out personal email addresses) but they do not want another external email address.
My alternate solution is to configure a distribution list for the external email address [email protected] and send it to internal unadvertised email addresses [email protected] and [email protected]. The agents should be able to get the email in the queue using the [email protected] (the address associated with the email queue) and still be able to log on to webmail by pointing at the [email protected] email. Email rules would just need to be configured in Exchange to clear out the [email protected] periodically to clean out the inbox.
Can anyone verify if this will work or if there will be any issues with this workaround?