Here you can manage your incoming mail inboxes. Inboxes allow you to distribute e-mails coming into one of your inboxes to agents through an ACD group. The inbox used for this must be configured accordingly. Ask your system administrator for more information. Each e-mail that arrives in the mailbox is stored on your Web server in "eml" format. Furthermore, e-mails are stored in three folders of the inbox (JTEL_Origin, JTEL_InProgress, JTEL_Processed). The folder "JTEL_Origin" contains the original message, the folder "JTEL_InProgress" contains the messages that are currently being processed and the folder "JTEL_Processed" contains processed messages.

You can edit, delete, activate or deactivate the created inboxes in the table column Action. When editing, almost all input fields are available that are also displayed when you create an inbox. It is no longer possible to change the qualification system for an existing inbox.

Create and manage Inboxes

Use the Add button to add new incoming mailboxes. The following input fields are available.

Name

Inbox Name

Email Address

E-Mail address of the inbox. If necessary ask your Sytem Administrator.

External Email Address External E-Mail address of the inbox in case of using of E-mail router.  It should be empty or equal to the previous field value if router does not present.



Binding Protocol

Select the binding protocol to be used. The following options are available:

  • IMAP / IMAPS
  • Exchange

If necessary ask your Sytem Administrator.

Server Name

Enter the name of your mail server here. If necessary ask your Sytem Administrator.

IMAP Port 

In case the Binding Protocol is IMAP / IMAPS

User name

Enter the user name of the email account. If necessary ask your Sytem Administrator.

Password / Confirm Password

Enter the password of the email account. If necessary ask your Sytem Administrator.

Entra ID Token 

Set Token - see "Create Entra ID Application for IMAP Mail Connector" 

Entra ID Token 

Clear Token 

IMAP SSL 

Option in case the Binding Protocol is IMAP / IMAPS

SMTP Host


SMTP Port


SMTP SSL

Option

SMTP User Name

Enter the user name of the email account. If necessary ask your Sytem Administrator.

SMTP Password

Set a new password

SMTP Password

Clear the password


Qualifier System

Choose the classification system to be used when emails are categorised.
The following options are available:

  • Direct Routing: Incoming e-mail is routed directly to the registered ACD group. The distribution within the ACD group is based on the group settings and the user settings of the agents belonging to the group


  • Simple Keyword Router: An additional table is displayed in which keywords for groups can be entered. Incoming e-mails are searched for these keywords. If the Search Body option is set, the content of incoming e-mails is searched as well as the subject. Otherwise, only the subject is searched. The option "Maximum number of matches" extends the content search. If this option is set, the e-mail is sent to the group for which the most keywords are found.

ACD Group

Choose the ACD group to which the incoming emails should be routed.

LanguageParameter is used in ruby script applications.  Please note, that warning mails constructed using default language of the client.
PriorityParameter is used in ruby script applications.
Skill 1Parameter is used in ruby script applications.
Skill 2Parameter is used in ruby script applications.
Skill 3Parameter is used in ruby script applications.
Skill 4Parameter is used in ruby script applications.

Edit e-mails

There are two options for agents to process e-mails. Either the e-mails are distributed directly via the Web Portal and processed as media events, or the e-mails are received by the agent in his or her e-mail inbox. This is defined in the user settings on the ACD Options tab under the menu tab Media Delivery Options. Further details on e-mail processing can be viewed under Agent Home in the Media Events section.


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