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MiCC email inbound workflow

MiCC email inbound workflow

MiCC email inbound workflow


We currently are utilizing an inbound email workflow using the business schedule in conjunction with a holiday schedule. This works good for the most part. After hours and during the holiday schedule, any emails that come into the que are forwarded out to a certain email address that is monitored by the on call staff. The issue that arises, is that when there is an unscheduled early closure, for example the service dept closes at noon on a Friday. The emails that come into the que need to be sent to the other email address. The question I have is, is there a way to configure the que so that if no agent are logged into the email que (via ignite) the email automatically gets forwarded to a different email address. Very similar to a path unavailable scenario in an ACD path in the MiVB. Or can you configure an interflow so that if the email sits in que for a certain amount of time it sens out to an external email.

Another thing it would be great that when the emails get sent out, it will also retain a copy in the que so when the next time an agent logs in that email will be delivered to his/her inbox.

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