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Use this option for the configuration of your Here you can manage your incoming mail inboxes. Inboxes enable the system allow you to distribute incoming mails to an email account to agents within e-mails coming into one of your inboxes to agents through an ACD group. An The inbox used for this must be configured to enable this function. If necessary ask your Sytem Administrator. Each email, which is received in an inbox, is saved to the web server as an „eml“ file. In addition, the emails are saved on the mail server in the folders “JTEL_Origin”, “JTEL_InProgress” and “JTEL_Processed”. The folder “JTEL_Origin” contains the original emails, the folder “JTEL_InProgress” the emails which are currently being processed, and “JTEL_Processed” the emails which have been processed.

Inboxes can be edited, deleted or activated using the corresponding menu options in the table. The same fields are shown when creating a new inbox or editing an existing one.

Creating Inboxes

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.Use the button Add to create a new inbox. The following fields must be configured:

Name

Inbox Name

Email Address

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



Binding Protocol

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

  • IMAP
  • Exchange

If necessary ask your Sytem Administrator.

Server Name

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

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.


Classification System

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

  • Direct Routing
Incoming emails are
  • : Incoming e-mail is routed directly to the
configured
  • registered ACD group.

  • The distribution
of emails
  • within the ACD group is
performed according to the
ACD Group Settings and the User Settings
  • based on the group settings and the user settings of the agents
within
  • belonging to the
ACD
  • group
.


  • Simple Keyword Router:
Another table will be shown. Keywords can be put into it, to filter incoming E-Mails through them. If the Option Body Search is used, then next to the subject, the content of the Mail will be searched aswell. Otherwise, it will only look at the subject. The option Maximum Matches will cause the mail to be sent to the group where the most keywords have been
  • 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

sent

routed.

Edit e-mails

There are two options for the agents to edit process e-mails. EEither the e-mails are either distributed directly via the web portal Web Portal and edited processed as media events, or the e-mails are received by the agent in his or her e-mail mailboxinbox. This is set defined in the user settings in on the tab ACD Options tab under the menu item Delivery of media eventstab Media Delivery Options. Further details of the on e-mail processing can be found viewed under Agent Home in the area of media events Media Events section.



Sv translation
languagede

Hier können Sie Ihre Eingangspostfächer verwalten. Eingangspostfächern ermöglichen es E-Mails, die in eines Ihrer Postfächer eingehen über eine ACD-Gruppe an Agenten zu verteilen. Das hierzu verwendete Postfach muss entsprechend konfiguriert werden. Fragen Sie hierzu Ihren Systemadministrator. Jede E-Mail, die in das Postfach eingeht, wird auf auf Ihrem Web-Server im „eml“-Format abgelegt. Desweiteren werden E-Mails in drei Ordnern des Eingangspostfachs (JTEL_Origin, JTEL_InProgress, JTEL_Processed) gespeichert. In dem Ordner „JTEL_Origin“ sind Uhrsprungsnachrichts enthalten, der Ordner „JTEL_InProgress“ beinhaltet die Nachrichten, die aktuell in Bearbeitung sind und im Ordner „JTEL_Processed“ sind bearbeitete Nachrichten enthalten.

Die erstellten Eingangspostfächer können Sie in der Tabellenspalte Aktion bearbeiten, löschen oder aktivieren bzw. deaktivieren. Beim Bearbeiten stehen fast alle Eingabefelder zur Verfügung, die Ihnen auch beim Anlegen eines Eingangspostfachs angezeigt werden. Es ist bei einem existierenden Eingangspostfach nicht mehr möglich das Qualifikationssystem zu ändern.

Eingangspostfächer Anlegen und Verwalten

Über die Schaltfläche Hinzufügen können Sie neue Eigangspostfächer hinzufügen. Es stehen Ihnen folgende Eingabefelder zur Verfügung.

Bearbeiten von E-Mails

Um E-Mails zu bearbeiten, stehen zwei Möglichkeiten für die Agenten zur Verfügung. Entweder werden die E-Mails direkt über das Web Portal verteilt und als Medienereignisse bearbeitet oder die E-Mails werden vom Agenten in seinem E-Mail Postfach empfangen. Dies wird in den Benutzereinstellungen im Reiter ACD-Optionen unter dem Menüpunkt Zustellung von Medienereignissen festgelegt. Weitere Details der E-Mail Bearbeitung können unter Agent Home im Bereich Medienereignisse eingesehen werden.