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

Interactions

Simple Mail Client

The following interactions are possible:

• Comment. The agent can enter individual comments here.

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

• Forward the media event e-mail to another agent

• Assign the media event e-mail to a group

• Forward the media event as a simple e-mail, for example externally

• Set a transaction code

Extended Mail Client

The extended Mail Client, additionally to all the functions of the simple client, allows you to answer mails from the ACD directly.

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

Its functionality is the same as any other mail client, but if configured, is also able to use text templates directly imported from confluence.

The processing of e-mails by agents can be done in three different ways:

• Acceptance of the media event by the agent, download the email and open it in the default email client, such as MS Outlook

• Editing the e-mail in the jtel client AgentHome without text templates

• Editing the e-mail in the jtel client AgentHome using text templates

Image: Processing of e-mails by the agent

Functional Options

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

• Similar distribution algorithms as provided for voice calls are available

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

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

• Simple Keyword Router: Incoming e-mails are searched for keywords. The e-mail can then be sent to the ACD group for which most keywords match.

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

• E-mails 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 client used by the customer

• When agents reply to an e-mail, it is sent back to the configured e-mail mailbox, and from there routed to the outside world by the email connector

• Comments can be set and viewed on events by agents and the supervisor