To add a new email box, right-click in the email boxes window and select new. The following window appears:
Name: The email box's name. Note: you may not use the : or ; characters when specifying an email box's name.Description: Any comments concerning the Email box.
Route: The email box's Route.
Task: The email box’s Task, which must be a script task.
Email account: The e-mail address to which an e-mail message must be sent in order for it to enter this e-mail box. The contact server will check if this string is included in the e-mail address to which the e-mail was addressed. The check is not case sensitive. For example, an e-mail sent to support@askia.com would satisfy the e-mail account specification 'askia'.
The contact server checks the combination of three criteria (email account, sender and subject), and all three must be satisfied for an email message to be allowed into the email box.
Sender: The sender which must be used on an e-mail message in order for it to enter this e-mail box. The contact server will check if this string is included in the e-mail message's sender field. The check is not case sensitive. For example, an e-mail sent by 'roberta' would satisfy sender specification 'robert'. The contact server checks the combination of three criteria (email account, sender and subject), and all three must be satisfied for an email message to be allowed into the email box.
Subject: The subject line which an e-mail message must have in order for it to enter this e-mail box. The contact server will check if this string is part of the subject of incoming e-mails. The check is not case sensitive. For example, an e-mail with the subject 'interviewing problem' would correspond to the subject specification 'problem'. The contact server checks the combination of three criteria (email account, sender and subject), and all three must be satisfied for an email message to be allowed into the email box.
Priority: The priority level that will be applied to e-mails received in this e-mail box. Priority levels range from 1 (highest priority) to 99 (lowest priority) and are used by the system to calculate the queue order.
Max. overflow depth: Specifies the maximum number of times the system may re-route a caller coming in on this e-mail box (the value can be from 0 to 99). This avoids the situation where a caller would be rerouted infinitely. When the specified number of re-routes is reached, the caller will get the busy tone. For example, a caller may be re-routed when the queue is full. To get a complete overview of the possible overflow routes, check the route properties dialog.
In the skills tab, you can specify the skills an agent must possess in order to handle messages coming in on this e-mail box. Simply select the skills that you want to be required to handle calls on this e-mail box. For details about defining skills, see managing skills.
In the alarms tab, you can specify the alarm parameters that apply to this e-mail box. When one of these parameters is exceeded, a message is displayed in the alarms window.
Wait time exceeds: Specifies how long an e-mail message can remain in the queue, waiting for an agent to read it, before the alarm is triggered. If this alarm is triggered, the alarm message "e-mail has been waiting too long" is generated.
Processing time exceeds: Specifies how long an agent can spend processing an e-mail message before the alarm is triggered. If this alarm is triggered, the alarm message "e-mail has been processing for too long" is generated.
Maximum overflow reached: If selected, an alarm will be triggered when the maximum overflow depth (as defined in the general tab) is exceeded. If this alarm is triggered, the alarm message "e-mail overflow depth is reached" is generated.
In the auto-reply tab, you can specify an automatic reply message (i.e. a message that will be sent automatically to the sender upon receipt, in this e-mail box, of an e-mail message from him/her).
Send auto reply: Specifies that CCA will automatically send a reply message upon receipt of an email. This reply will be sent to the sender of the incoming email.
Subject: The text to be used in the subject line of the auto-reply email message.
[message body]: This large box defines the text to be used in the message body of the auto-reply.
Send original message: If selected, the text of the original message will be included in the automatic reply message.