Multi-session Email: Email reply or reply notification fails

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Multi-session Email: Email reply or reply notification fails

Problem Summary
  1. When an agent attempts to reply to an email, reply fails.
  2. When an agent attempts to upload an attachment to the reply email, the upload fails.
  3. Autosave is scheduled for every 3 minutes, autosave fails.
Error Message
  • Unable to reply to customer's email. Click Send to retry, or requeue. If the problem persists, contact your system administrator.
  • For 2 & 3 scenarios, error is not prompted.
Possible Cause The exchange folders (drafts, outbox and sent items) are configured with different names other than the default names.
Recommended Action
  1. Run the following CLI commands and restart the SocialMiner runtime service.
   *run sql insert into mmca_propertydef values (700001,'email.draft.folder.name','Custom Draft Folder', '<provide the custom name of the draft folder>',0,2)
*run sql insert into mmca_propertydef values (700002,'email.outbox.folder.name','Custom Outbox Folder', '<provide the custom name of the outbox folder>',0,2)
*run sql insert into mmca_propertydef values (700003,'email.sent.folder.name','Custom Sent Folder', '<provide the custom name of the sent folder>',0,2)


Release Release 10.6(1)
Associated CDETS # CSCux96145


Rating: 0.0/5 (0 votes cast)

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