Nortel Meridian Meridian 1 Scripting Manual page 636

Scripting for Multimedia and Outbound
Value
REPLYMAIL
NEWMAIL
636
Description and recommended queuing method
This QUEUETYPE value indicates that the contact is a
reply e-mail contact from a customer. This situation occurs
if an agent sends an e-mail to a customer from the Contact
Center Agent Desktop and the customer then replies to this
e-mail. There are two queuing options in this case:
If you want reply e-mail contacts from customers to
be queued to the preferred agent for that customer,
queue this contact to the agent indicated by the
intrinsic %AGENT%AGENT with a priority of
%PRIORITY%PRIORITY%.
If you want reply e-mail contacts from customers to
be queued to a skillset, queue this contact to the
skillset indicated by the intrinsic
%SKILLSET%SKILLSET with a priority of
%PRIORITY%PRIORITY.
This QUEUETYPE value indicates the contact is a new
e-mail contact from an existing customer. There are two
queuing options in this case:
If you want new e-mail contacts from existing
customers to be queued to the preferred agent for that
customer, queue this contact to the agent indicated
by the intrinsic %AGENT%AGENT with a priority
of %PRIORITY%PRIORITY%.
If you want new e-mail contacts from existing
customers to be queued to a skillset, queue this
contact to the skillset indicated by the intrinsic
%SKILLSET%SKILLSET with a priority of
%PRIORITY%PRIORITY.
Standard 8.04
Contact Center Manager