Just started to look into and configure the CAD Agent E-mail option. The 8.5.11002-22 release now works ok with non-us characters (important, as we're in Norway)
Today we've been using a similar mailbox configuraton like the e-mail agent "mailbox master" is organizing it in UCCX, ok so far
The emails is being distriubuted as per CSQ and skillslevel ok
When a new agent becomes availailable, the first available unhandled e-mail is presented. This is where my question or maybe feature to be added comes in:
The Agent only sees message being presented. It would be nice to be able to see all unhandled mails in a list, thus make it possible for the Agent to chose and then handle. It would also be nice to see if any of the listed messages contained file attachments, as this for us (often) indicates priority messages
The second wish would be for the supervisor to be able to attach to the mailbox in order to have somewhat control over this. Ok, as it's in my case an exchange mailbox we can log into a separate citrix user and from there look and have a feeling
I know these request somewhat conflicts with the FIFO queue principles but we're allowing us the best from both parties (phone= always the first pri as its interactive) and email which is somewhat more flexible I think the this UCCX (email) option surely is great.
I also know that my developement dpt will be eager to "can we program against this", but this ought to be a discussion for later
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