Configure SCS to use SMTP for sending emails

In last week, I received nearly 10 queries from users to configure SCS to use SMTP to send emails. It is very simple and straight-forward configuration and requires restart of SCS

Open or Create  'mailer' section in SCS and configure the following values

• smtp_host: host name of the SMTP Server


• smpt_port: port number of the SMTP Server


• smtp_from: From email address

Any changes to smtp_host and smtp_port requires SCS restart for changes to take effect.  Changes to smtp_from effects immediately and no restart required.

How to find DBID of Applications in Genesys?

In Genesys, you need to know DBID of applications to configure alarms/blocking logs from Message Server.  Ever wondered to find out DBID of the application... Here is the trick...

Open configuration manager (CME) from command prompt, using the -d command line parameter. For example, "D:\GCTI\SCE.exe -d".. That's it :-)

Now you will find the application DBID in the Application Properties Dialog box.

If you want to view the DBID by default, right click the CME shortcut and add "-d' in target text box.

How to open the second interaction automatically?

An interesting problem & solution again..

In Genesys Outbound Dialer solution, if the agent is doing post call work in GAD and receives new outbound interaction, they are not getting any screen POP. Agent has to manually click the phone button to get the customer details.. Very annoying..isn’t it?

After reading lot of documents and trying to modify JSP files, I found that the solution is available already and is available in Genesys 7.5 Release notes.

From Genesys GAD 7.5 release notes

A new auto-open configuration option has been added to the appropriate section of every supported media type (voice, e-mail, chat, and open-media). The default values are false. If the option is set to true, a ringing interaction is opened automatically (without the agent clicking on the batch icon). This enables the agent to preview the interaction before deciding to accept it (Note: all action buttons will be unavailable). The agent must click the ringing batch icon to accept the interaction (ER# 80592)

Infinite looping of interactions

Problem: In this scenario, chat requests are routed to agents perfectly fine. IRD trace view also confirms the same. But when the chat interaction is complete and ended, the same interaction pops up on agent's screen. You may have to do all that is possible to stop it from coming again. But even after the "mark done" button in agent's desktop is clicked and the customer page has the chat interaction properly ended, the flashing new interaction continues. A peculiar fact about the interaction is that as soon as the chat request is answered, it shows the "calling party: Left session".

The same applies to e-mail interactions also. Emails may get routed literally infinite number of times.



Solution: Well, if you encounter this problem, it can be fixed by modifying the routing strategy. Open the routing strategy and wherever there is a "stop" block, insert a "stop interacton" block with settings: Check Notify and Delete. Select option 3rd party server and in Apllication type choose the chat server or email server depending on the type of interaction.

Rules Wizard bug in Avaya CCE

Avaya CCE Product team is identified a new bug in 'Rules Wizard' component  in version 3.0.3 update 01 and possible work-around solution for the same.

When using the Rules Wizard to edit an existing rule, the end result may be the new rule appended to the existing rule and the rule will not work.

The only work around at this stage is to edit the rule directly in Configuration Manager or in the ".ini" file for CCE Desktop.

Applying the treatment in Outbound dialer using GAD

Recently, a team member asked me whether the agent can apply the treatment only when he wants to.

Answer for it is "YES". From version 7.0.201.05 release, new option is available in Genesys to activate this functionality. We need to configure the following values in 'GAD' application object to enable the agent to select the treatment

Section             : outbound

Option Name   : treatment

Value               : agent-selection

From the next call onwards, there will be drop-down box near the "Mark Done" button in GAD to select the treatment.

If you have any more tips, please send it to blakshmikath (@) gmail (dot) com

Avaya CCE and AES Compatability Chart

Many of you have requested for Avaya CCE and AES Compatability chart through email. Here is the chart for your reference

	CCE 2.0.x	CCE 2.1	CCE 2.1.1	CCE 3.0.x
CVCT 3.x to 11.x with CVCT Client	Y	Y	Y	N
Avaya CT 1.3 with Avaya CT Client 1.3	Y	Y	Y	N
Avaya CT 1.3 with AES Client 3.1.1	Y	Y	Y	Y
AES 3.0 with Avaya CT Client 1.3	N	Y	Y	N
AES 3.0 with AES Client 3.1.1	N	Y	Y	Y
AES 3.1 with Avaya CT Client 1.3	N	N	Y	N
AES 3.1 with AES Client 3.1.1	N	N	Y	Y
AES 4.0 with Avaya CT Client 1.3	N	N	Y	N
AES 4.0 with AES Client 3.1.1	N	N	Y	Y
AES 4.1 with AES Client	N	N	Y	Y
AES 4.2 with AES Client	N	N	Y	Y