Hello,
Thanks for reaching out!
It sounds like the inbound emails are getting routed to the Outlook desktop app instead of the agent’s desktop, which could be due to a few factors.
Here are a few things to check:
Routing Configuration: Ensure that the routing rules for the inbound emails are set correctly to deliver to the agent desktops. Sometimes, email routing might be misconfigured, sending them to Outlook instead.
Agent Desktop Setup: Double-check the agent desktop application settings. The inbox may not be properly linked to the inbound email flow. Make sure the correct mailbox is assigned for these emails.
Outlook Default Client: If Outlook is set as the default email client on the agents' desktops, it might be grabbing those emails. You may need to adjust the default settings or ensure the agent desktop app is prioritized.
Email Server Logs: Look at the server logs to identify any discrepancies in the routing process. It will give you a better idea of whether the emails are being misdirected somewhere along the way.
Feel free to send over more specifics about the setup if you'd like, and I’d be happy to dive in further with you.
Best regards,
Josimar Caitano Josinfo
(CCIE / Instrutor Cisco / Trading Floor)
