We’ve come across an error with how the “On reopening of calls > Assign to Officer/Group on Template” setting (added in FP3) is working in VSM9.1 FP5.
Our VSM system polls a number of mailboxes and we have enabled this setting on a number of them. Each 'Incoming Email Server'/mailbox configured has a different Call Template applied to them so when the call is logged it is assigned directly to the relevant IPK group.
When a call is re-opened, it doesn’t appear to be assigning the re-opened call to the group on the call template the call was initially created with as we would expect having this setting enabled.
I hope it’s more obvious when I describe it like this:
- A customer sends an email to a specific mailbox being polled by VSM
- This mailbox is different to the default/standard mailbox most users send to
- Under Email Settings this mailbox is set-up to use a specific Call Template
- This Call Template is set to Assign the call to a specific IPK Group
- The call gets logged and assigned to the IPK Group on the Call Template as expected
- An officer takes action on the call and closes it
- The “Call Closed” email gets sent to the Customer
- The email gets sent from the single, default “Outgoing Email Server” set-up on the system, which has the default/standard email address assigned to it
- The Customer replies to the Closed email in order to reopen the call
- This email goes to default/standard mailbox
- When the call is reopened by the system, the call is Assigned to the default IPK Group (the one on the default/standard mailbox), not the one on the Call Template it was originally logged under
This is not what “On Reopening of Calls > Assign to Officer/Group on Template” implies should happen.
Does anyone else use this functionality and have the same problem? Have we just misunderstood what this option is meant to be doing?
Thanks,
Ian