Merged Feature Suggestion

This idea has been merged into another idea. To comment or vote on this idea, please visit AS-I-238 Auto unsuspend calls when replied to.

Incoming Email - Update Call Status and Unsuspend Calls Merged

We email customers when they are unreacheable and then suspend the call - if the customer replies to our email the call gets updated but does not go off suspend. This would improve our response times greatly.

  • Guest
  • Oct 24 2017
ASM10 / Email
  • Guest commented
    August 25, 2020 23:04

    Perfect for business processes.

    Classified as OFFICIAL

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  • Kieran Shelley commented
    February 21, 2018 01:18

    You'd need a mechanism to cater for Out of office replies being returned.

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  • Guest commented
    November 02, 2017 08:30

    If you are comfortable doing your own customisations you can do this using the INBOUNDMAILIA2 stored procedure (like we have).  This is a snippet from ours that does this:
    ELSE IF (@MODE = 'CallUpdate')
    BEGIN
     -- Unsuspend, if currently suspended
     SELECT @SUSPENDED = SUSPENDED FROM CL_CALL_LOGGING WHERE CALL_NUMBER = @ITEM_NO
     IF @SUSPENDED = 'Y'
      UPDATE CL_CALL_LOGGING SET SUSPEND_TIME = GETDATE() WHERE CALL_NUMBER = @ITEM_NO

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