An email box is an email address to which email messages can be sent. For details on creating, modifying or deleting an e-mail box, see adding and editing email boxes.
You can define the criteria an e-mail message has to meet in order to correspond to enter a particular e-mail box. In other words, you can decide which incoming e-mails are routed to which e-mail boxes. You can nominate an inbound group or individual agent as the final destination of the e-mail. You can also set up an auto-reply message which will be dispatched automatically to the sender of the incoming e-mail message.
You can route incoming e-mail messages according to the following criteria:
the e-mail address the mail was sent to;
the sender of the e-mail;
the subject line of the e-mail.
CCA will check whether the specified criteria strings are part of the incoming e-mail messages. The check is not case sensitive.
By setting a check order, you can define the order in which the e-mail boxes (i.e. the set of criteria) are checked.