Configuring an email channel in Virtual Contact Center involves:
To configure properties for an email channel, you must specify the channel name, enter an incoming email address, login credentials to access the email, incoming mail server properties, protocol, and the email script used for the channel. An email script directs emails entering Virtual Contact Center to agents via email queues.
Go to Channels > Email > Properties to specify the primary properties of the email channel.
To configure email channel properties:
|Email Channel Property||Description|
|Channel type||Read-only reminder of the type of channel.|
|Channel name||Type the name of this email channel.|
Agent Console displays the channel name when the agent receives an email.
|Incoming Email Address||Enter the full email address used by customers to submit interactions to this email channel.|
|User ID||Enter the username required to retrieve the email address entered for Incoming Email Address.|
|Password, Retype Password||Enter and verify the password required to retrieve the email address entered for Incoming Email Address.|
|Incoming Mail Server||Enter the network address of the mail server. This mail server receives the email messages sent to the address entered for Incoming Email Address.|
|Protocol||Choose the email protocol supported by the server. |
The mail protocol valid choices are:
|Port||By default, Configuration Manager uses the following default port numbers based on the email protocol you select from the list:|
|Email script||If you have more than one email channel, choose another channel's previously defined IVR script.|
Choose an email script from the drop-down menu. If you do not select any scripts, the default email script is automatically assigned to your email channel.
|This Channel is enabled||Select to enable this email channel for service.|
Enable a channel only after your contact center is ready to receive interactions for this channel.
Open topic with navigation