CCMM TWO AGENTS WITH THE SAME EMAIL

[Condemor]

The same email is queued and sent at the same time at two CCAD agents. At the CCMM server no logs related to this issue is registered. This only happens to one of the skillsets / email accounts configured at the CCMM server. Any other sk and email account is working right without any problem. does anybody might know why??.
Thanks!

 

[Utreg]

I do not know why this happens.
Do you use different scripting for the rightly working email skillsets? Or is all routed via the same script (if yes: it should be a CCMM setting)?

You should be able to check this via a Call-by-Call report though.

Call-by-Call settings can be setup (for also email applications) via Configuration, Historical Statistics, statistics collection methon = local.

 

[TimAbney]

Are you sure it's being sent that way from CCMM? Are there records of the email being sent to the right email? Could it be something that is happening in the email server?