Adding and editing email boxes

The email boxes window displays all the e-mail boxes (e.b.) currently being handled by CCA. 

The fields are as follows (note that you can right-click in the column headings to select which columns are visible):

• ID: The unique ID number of the email box.

• CheckOrder: The priority order of each e-mail box. This field determines the priority order in which CCA will scan and despatch incoming e-mails (the lower the number, the higher the priority).

• Name: The e-mail box's name.

• 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 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. See email box properties for further details.

• 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 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. See email box properties for further details.

• Subject: The subject line which an e-mail message must have in order for it to enter this e-mail box. 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. See email box properties for further details.

• Route: The e-mail box's target route.

• Task: The e-mail box's target task.

The email boxes tab of the ribbon (available when the email boxes window is active), contains the following commands:

Icon	Name	Function
	Properties	View or edit the properties of the selected email box.
	Duplicate	Create a copy of the selected email box. This is given the same name as the selected item, but with "- Copy" appended to the name.
	Delete	Delete the selected email box.
	Run Report	Run one of CCA's Crystal Report statistics. In the sub-menu, select the specific report you wish to run for this email box. Depending on the report type, you may be prompted to specify information, such as a date or group name. When the report has finished running, it appears in the Crystal Reports viewer.
	Check Higher	Move the selected e-mail box one place up in the Check Order (i.e. give it a higher priority).
	Check Lower	Move the selected e-mail box one place down in the Check Order (i.e. give it a lower priority).
	Change Orders	Switch the Check Order levels of the two selected e-mail boxes.
	Route Overview	Display a flow diagram of any route associated with the e-mail box.

The window's context (right-click) menu contains the following commands:

• New: Add a new email box.

• Delete: Delete the selected e-mail box.

• Check order higher: Move the selected e-mail box one place up in the Check Order (i.e. give it a higher priority).

  Note: when their check orders change, e-mail boxes do not move up or down in the list, but their check order numbers change. You can click the Checkorder column header to sort the e-mail boxes numerically by check order number.

• Check order lower: Move the selected e-mail box one place down in the Check Order (i.e. give it a lower priority).

  Note: when their check orders change, e-mail boxes do not move up or down in the list, but their check order numbers change. You can click the Checkorder column header to sort the e-mail boxes numerically by check order number.

• Change Check Orders: Switch the Check Order levels of the two selected e-mail boxes.

  Note: when their check orders change, e-mail boxes do not move up or down in the list, but their check order numbers change. You can click the Checkorder column header to sort the e-mail boxes numerically by check order number.

• Route Overview: Display a flow diagram of any route associated with the e-mail box.

• Properties: View or edit the selected e-mail box's properties.

CCA scans incoming e-mails, examining the following fields:

• the target e-mail address,

• the sender's e-mail address, and

• the e-mail's subject.

Having scanned an incoming e-mail, CCA then examines the e-mail boxes' properties to determine which one will receive the e-mail. CCA's scanning is not case sensitive; therefore, if an e-mail box’s Subject property is "hotline", and an incoming e-mail's subject is "HOTLINE", the e-mail will still be routed to the e-mail box.

If no value is specified to an e-mail box's property, then that property will become a catch-all.

Example:

All e-mails sent to hotline@askia.com have to be routed to the inbound group "Hotline". However, e-mails of customers requesting service regarding AskiaVoice need to be routed to the inbound group "Hotline - askiavoice". These customers put the word "askiavoice" in the subject of their e-mail.

To manage this, create an e-mail box to which you route all e-mails addressed to hotline@askia.com, and which contain the word "askiavoice" in the subject to "Hotline - askiavoice" Inbound group. Assign a Check Order of 1 to this e-mail box.

Now create a second e-mail box in which we will route all e-mails addressed to hotline@askia.com to the "Hotline" Inbound group. Assign a Check Order of 2 to this e-mail box.

If you reversed the check order of these two e-mail boxes, all e-mails, including the ones with "askiavoice" in the subject, would be routed to the "Hotline" Inbound group, because the second e-mail box would be processed first.