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Former Member

Last Agent Routing email functionality


I am working in CTI Scenario like Last Agent Routing email functionality.

Scenario :

For customer email one of the available agent can accept and replay the email. After that again customer reply the same email, so now the email should route to last agent inbox  who already accepted.

Kindly give me suggestions how to achieve this scenario.



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1 Answer

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    Former Member
    Oct 20, 2015 at 12:23 PM

    Hi Sreeni,

    As per the standard  the reply mail should be assigned to the same mail box and ( interaction record).

    If it not working, Check the following path in spro

    SPRO -->ERMS-->Service manager profile--> services.

    Under this services emails will be routed to correct Inbox or IR.

    Debugging will be difficult but there is a post in SDN already  for this.



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