The pocessing processing of e-mails emails by agents can be done in various two ways:

If the simple mail client is usedonly email distribution is configured:

• By accepting opening the event and downloading the email to which will open it in the default email client . I.e: MS Outlookinstalled 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 mail email client is usedconfigured:

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

Interactions

Simple Mail Client

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• 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 e-mail to another agent.

• Assign Forward the media event e-mail to a groupto another group. The email event will then be distributed in this group to an agent available for processing emails.

• Forward the media event as a simple e-mailan email, for example externallyto 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 Mail Client, additionally to all email client, in addition to the functions of the simple mail client, allows you agents to answer mails emails directly from the ACD directlyjtel web application.

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

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

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

Functional Options

• Connect to mail email servers via IMAP(S) or using the Exchange OWA protocol

• Similar distribution algorithms as provided for voice calls are available

• E-mails Emails can be assigned to agents one at a time

• Direct Routing: incoming e-mails emails are routed directly to the configured ACD group

• Simple Keyword Router: Incoming e-mails emails are searched for keywords. The e-mail can then be email is then sent to the ACD group for which most keywords match (highest score).

• The distribution of e-mails emails within the ACD group is based on the group and user settings of the agents that belong to are members of the group, and the current status the agents are in. Only agents which who are logged in with an agent status where “E-mail” “Email” events are configured allowed will receive e-mail email events.

• E-mails 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 e-mail email client used by the customer

• When agents reply to an e-mailemail, it is sent back to the configured e-mail 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.