Verifying Email contact routing to agents

Last Updated : Sep 08, 2016 |

About this task

Use this procedure to verify that the email contacts are routed to available agents.

Procedure

  1. Create a rest email using an Email application.
  2. In the Subject field, enter one of the keywords configured in the Omnichannel Administration Utility.

    For example, sales.

    In the Omnichannel Administration Utility, keywords are configured in the E-mail > Keyword Groups section.

  3. In the To field, enter one of the email addresses configured in the Omnichannel Administration Utility.

    In the Omnichannel Administration Utility, email addresses are configured in the E-mail > Recipient Addresses section.

  4. In Email Body, type a test message.
  5. Click Send.
  6. After some time, the system presents the email to a ready agent.
  7. Answer the email message.
  8. Verify that the message details are correct.
  9. Reply to the message.
  10. Continue to verify Email contact configuration in your solution.