Schedule retrival of e-mails to CCMM

[Skaret]

Is it possible to schedule (date and time) retrival of emails into CCMM?

Customer is looking into stopping retrival of emails from MS Exchange 2010 at spesefic dates and times when the CC is closed.

The reason is that they need other agents ,not connected to AACC, to handle emails in MS Exchange 2010 using Outlook when CC is closed.

 

[Utreg]

Yes, in the CCMM Admin you can enable a rule for Out of Office Hours treatment (and/or Holiday Hours).
Or via creating scripting like;
IF Contact Type = c_contact_type_email_gv THEN
IF ((TIME OF DAY <> CC_openhours) OR (DAY OF WEEK <> Work_days) OR DATE = Christmas OR DATE = NewYearsDay
OR DATE = Easter OR DATE = Ascension OR DATE = Pentecost) THEN
WAIT 1800 /* Wait half an hour */
EXECUTE Agent_Queuing
ELSE
EXECUTE Skillset_Queuing
END IF
END IF

 

[Skaret]

Utreg, as far as I can understand the rule for Out of Office Hours treatment does not stop the retrival of e-mails from the mailserver - it is only used for stopping e-mails being queued.

What I am lookig for is a possibility to stop retrival of e-mails from the mailserver.

 

[effort1584]

There is not a way to do this. The only control is how often it polls and how many email it takes at one time.

I am curious as to why you would want to not even poll them through-out the night. You don't have to pass them forward, but this way they are "ready to go" when agents log in.

 

[Skaret]

effort1584,
The reason is that they need other agents, not connected to AACC, to handle emails in MS Exchange 2010 using Outlook client when CC is closed.