Prevent 'Out of Office' responses from taking requests off-hold/changing status

[dwalby]

Hi all,

Currently when we e-mail a user then place the call on hold, it comes off hold if the user's email out of office autoresponse is turned on. Is it possible to prevent automatic out of office responses from taking requests off-hold?

Thanks in advance!

[Dan Munns]

@dwalby we have an 'auto responses' rule set up in our routing rules. Just make sure it is above your 'update request' rule (and setup for each mailbox you want to divert auto reply emails from):

[dwalby]

Thanks @Dan Munns will check this out

[Lyonel]

@dwalby consider other type of notifications / wording too: Out Of Office, OOO, mailbox unattended, etc.

That's what we use:

subject LIKE '%Automatic reply%' or subject LIKE '%Out Of Office%' OR subject LIKE '%mailbox is unattended%'

 

[Victor]

Just in case you would need something like the email to be applied to the request but not take it off hold based on certain criteria (like an OOO reply) this is not possible ...

Best that can be achieved at the moment is to follow @Dan Munns and @Lyonel advice but bear in mind this means the email will arrive in an email folder (by default Inbox but this is configurable) as opposed to email being applied to the request...