The processing of emails by agents can be done in two ways:

If only email distribution is configured:

  • By opening the event and downloading the email which will open it in the default email client installed on the agent workstation. For example MS Outlook.
  • Note: in order for this to work, the file ending .eml must be configured to open the email program used.

If the extended email client is configured:

  • By answering the the email in the jtel web client either with, or without text templates.

Interactions

Simple Mail Client

The following interactions are possible:

  • Comment. The agent can enter individual comments here.

  • Download to open the email in the default email client, such as MS Outlook.

  • Forward the media event to another agent.

  • Forward the media event to another group. The email event will then be distributed in this group to an agent available for processing emails.

  • Forward the media event as an email, for example to an external recipient or a internal recipient who does not use the jtel system.

  • Set a transaction code for this event.

Extended Mail Client

The extended email client, in addition to the functions of the simple mail client, allows agents to answer emails directly from the jtel web application.

It shows a preview of the email on the right hand side of the screen, and additionally an "Answer" button is added.

The functionality is basically the same as many other email clients, but if configured, is also able to use text templates directly imported from a confluence server.


After clicking on "Answer", the following screen is shown:


Functional Options

  • Connect to email servers via IMAP(S) or using the Exchange OWA protocol
  • Similar distribution algorithms as provided for voice calls are available
  • Emails can be assigned to agents one at a time
  • Direct Routing: incoming emails are routed directly to the configured ACD group
  • Simple Keyword Router: Incoming emails are searched for keywords. The email is then sent to the ACD group for which most keywords match (highest score).
  • The distribution of emails within the ACD group is based on the group and user settings of the agents that are members of the group, and the current status the agents are in. Only agents who are logged in with an agent status where “Email” events are allowed will receive email events.
  • Emails can be forwarded to other agents or groups for further processing
  • The type and size of attachments which can be processed depends on the email client used by the customer
  • When agents reply to an email, it is sent back to the configured email mailbox, and from there it is routed to the outside world by the email connector.
  • Comments can be set and viewed on events by agents and the supervisor.


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