Multimedia Administration – time based e-mail rule, possible?

[cflowe]

Folks,

AACC 6.4 (AML flavour)

We’ve a requirement to deliver an e-mail contact to different skillsets depending on time of day. E-mails that come in overnight are to be treated with a lower priority that those received in business hours.

Is this even possible with the built in tools? Perhaps there’s some way to script this in the application? I’ve tried just about every configuration with rules and office hours but I can’t seem to achieve what we need. Perhaps I’m misunderstanding what ‘office hours’ actually achieve – my course notes are kinda vague on this.

Contact Centre management wanted e-mails with attachments (typically complaints) delivered to a different skillset – I’ve had to append the subject line in Exchange and I could go down this route again if I had to but thought I’d run it past some experts.

Anyone ideas or suggestions?

Cheers,
Christian

[mkopiec]

I actually had a similar situation myself. I'm not saying this is the absolute answer, but I did not find a way to do this per email. I found you could handle emails that come in "after hours" differently then emails that arrive during hours(and those hours can be unique to the email), however, the way they are treated is the same across all emails. I did not find a way to treat them unique per email.

I did not try to create or modify the actual multimedia script in the AACC orchestration designer. I thought of that but did not have the circumstances to try it. I have a feeling that you could do it through the script but it might end up being somewhat complicated.

I'll follow up here if I ever get a chance to try it.