Overview - Nortel Web Center Portal Installation And Administration Manual

Configuring e-mail for Symposium Web Center Portal

Overview

Introduction
Symposium Web Center Portal fully integrates Internet e-mail messages into
your call center agents' workflow. E-mails are sent to the appropriate agent
using intelligent routing. Follow the steps in the Email Manager checklist to
configure your Email Manager (see"Email Manager checklist" on page 537).
Standard POP3 mailboxes are monitored by the Symposium Email Manager,
which routes the e-mail to an agent or group of agents (skillset) based on an
analytical search through the subject or body of an e-mail, or both, for
predetermined keyword(s), the originator, or destination address of the e-mail.
Note: After you configure the Email Manager, you must start the Email
Manager service. For more information, refer to "Running the Symposium
Email Manager" on page 259.
ATTENTION
Functionality
Symposium Email Manager provides the following functionality:
the ability of the contact center to receive e-mail requests from multiple
!
mailboxes for presentation to agents as Symposium Web Center Portal
transactions
intelligent routing of e-mails through a keyword analyzer to deliver the
!
e-mails to the agents best equipped to respond to them
a functional, browser-based e-mail editor for the agents to respond
!
efficiently to customers without the need for further e-mail clients on the
desktop
230
Before you configure the Email Manager you must
configure the default rule (see "Creating a default rule" on
page 281) and the delivery failure rule (see "Creating
delivery failure rules" on page 287). E-mail transactions are
not processed until you set up a default rule.
Nortel Networks Symposium Web Center Portal
Standard 2.0