Inter-Tel Contact Center Suite User Manual page 42

Using the Refuse (#[REFUSE]#) Command
If you do not want to respond to a routed e-mail message, you can refuse the message so
that Intelligent Router will distribute it to another agent.
To send a REFUSE response:
1. From your e-mail application, initiate a reply to the original e-mail message. For
example, in Outlook, select the message and then click Reply.
2. Add the text #[REFUSE]# somewhere in the subject field of the message. You do
not need to add anything to the body of the message.
3. Click Send.
Changing Agent Status with E-mail Commands
You can also change your agent status at any time by sending commands to Intelligent
Router in an e-mail message. See also "Understanding Agent States" on
To send an Agent Status change command:
1. From your e-mail application, begin a new e-mail message.
2. In the To field, type the address of the ACD hunt group that routes e-mail messages
to you.
3. In the subject field of the message, type #[<command>]#, where <command> is
replaced with the keyword (see table below) for the agent state to which you are
changing. For example, to change to the Wrapup state, you would type
#[WRAPUP]# in the e-mail subject field.
NOTE
4. Click Send.
Keyword
#[FREE]#
#[FREEEMAIL]#
#[BUSYEMAIL]#
#[WRAPUP]#
#[WRAPUPEMAIL]#
#[BUSYNA]#
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You do not need to type anything in the body of the message.
Abbreviation
#[FR]#
#[FRE]#
#[BE]#
#[WU]#
#[WUE]#
#[BNA]#
page
Agent State
Sets the agent into the Free ACD
status.
Sets the agent into the Free (E-mail)
ACD status.
Sets the agent into the Busy (E-mail)
ACD status.
Sets the agent into the Wrapup ACD
status.
Sets the agent into the Wrapup
(E-mail) ACD status.
Sets the agent into the Busy N/A ACD
status.
Contact Center Suite User Guide
24.