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Aug 31, 2010 at 11:06 PM

ERMS Routing Problem

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Hello experts,

I am facing a problem with ERMS e-mail routing. We did all the necessary steps needed for an ERMS setup in terms of

--> Defining e-mail addresses

--> Maintaining agent assignment (as General Task)

--> Out going mail addresses

--> Service Manager profile (in which RULE_EXEC has the rule policy say Z_RULE1 and the default routing org as say Org 1234)

After all this setup I went in to Rule Modeler to define my rule as

--> If E-mail Original Recipient equals XXX at YYY.com Route E-mail to Org 1010.

Now when I test this by sending an e-mail to XXX at YYY.com not only the agents from 1010 but also the agents from 1234 have this e-mail in their inboxes.

I ran through the ERMS setup time and again and am not exactly able to figure out what the problem is. Any ideas?

Any help will be duly appreciated and rewarded.

Cheers

Jack