You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 12 Next »


Use this option for the configuration of your inboxes. Inboxes enable the system to distribute incoming mails to an email account to agents within an ACD group. An inbox 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

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 routed directly to the configured ACD group.
    The distribution of emails within the ACD group is performed according to the
    ACD Group Settings and the User Settings of the agents within the ACD group.

ACD Group

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

Edit e-mails

There are two options for the agents to edit e-mails. E-mails are either distributed directly via the web portal and edited as media events or the e-mails are received by the agent in his e-mail mailbox. This is set in the user settings in the tab ACD Options under the menu item Delivery of media events. Further details of the e-mail processing can be found under Agent Home in the area of media events.


  • No labels