E-Mail Messages - Nortel Contact Center Multimedia Installation And Maintenance Manual

October 2007

E-mail messages

The life cycle of an e-mail message is shown as follows:
1. The contact is loaded into the Database from the E-mail server.
You configure recipient mailboxes and a polling interval in the Contact
Center Multimedia Administrator tool (E-mail Manager). The E-mail
Manager checks the corresponding mailboxes on the e-mail server at the
specified polling interval. When new e-mail messages are found, they are
moved into the Multimedia database.
2. The notification that the e-mail contact is received is passed to the Open
Queue.
The E-mail Manager uses the regular default rules and your configured
rules to assign a skillset, and priority to the contact. Some rules also sent an
auto-response to the customer immediately, without interaction from the
agent.
3. The e-mail message is created as an object in Open Queue.
Installation and Maintenance Guide
Contact life cycles
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