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Page 52 - Account Update Wizard
Rules Wizard User's Guide
Welcome to the Interaction Rules Wizard User's Guide. The Interaction Rules
Wizard applies pre-defined business rules to Web, Email and Chat incoming
media contacts. Rules are a combination of conditions and actions that process
and organize interactions. Each rule consists of two elements: one or more
conditions that specify what the rules apply to; and one or more actions that
specify what should be done with the qualifying interactions. For example, a rule
could define when a Web site visitor should receive an invitation to chat with a
representative from your company. Another rule could specify routing to a
workgroup or department within your organization, when a request for callback
is generated on the Web.
Used in conjunction with the e-mail Rules Wizard in Microsoft's Outlook,
Multimedia Module's rule-defining functionality can be extended to e-mail
management. You can create rules that furnish automatic replies to senders
based on sender's address, subject or message content and route other e-mail
messages to specific queues based on a variety of criteria.
The Interaction Rules Wizard is designed as an easy-to-use, dynamic
administration tool that uses English sentences to customize interaction-
handling rules. By linking multiple conditions in the same rule, you can generate
hundreds of rule combinations for defining rules. The Rules Wizard supports
modification to existing rules while the server is in operation accepting
interactions and the creation of new routing rules with deferred activation. A
new rule can be introduced and its changes rolled back quickly, if necessary.
You can also turn on or off the rules you create, and change the order in which
the rules are applied. The Rules Wizard enables you to create and save rules to
a database that can be renamed, copied or deleted, as required.
Page 52 - Rules Wizard User's Guide
Account Update Wizard
Rules Wizard User's Guide
MultiMedia Module Administrator's Manual
40DHB0002USEB – Issue 1a (05/29/2003)
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