A Virtual Contact Center email script uses the information contained in an email message to route the message to one or more email queues.
The following procedure illustrates how to combine Virtual Contact Center email script objects with script object control flow features:
The procedure in this section assumes that you have used Configuration Manager to create at least one email queue. For details on creating email queues, refer to Create Email Queues.
Best Practice: Before editing a Virtual Contact Center script, disable the email channel.
To disable the email channel:
If your email server does not provide protection against email viruses, include the Check Virus script object at the top of all your email scripts to help protect your contact center from malicious email messages.
Note: If your server already protects against email viruses, do not use the Check Virus object.
To inspect the email messages for viruses:
Use the same script design principles to incorporate the Check Spam and Check Flood objects into an email script.
Use the Check Subject in the email script to inspect the subject line of incoming email messages for a particular string.
To inspect an email message's subject line:
Use the comparison results returned by the Check Subject to route email messages.
To use the results Check Subject to route the message:
The procedure discussed in Route Email Messages to Queues illustrates the use of the Stop processing email script object to end the operation of an email script.
Insert Stop processing objects at all points where you intend the script to stop. Doing so ensures that the script always behaves as designed.
Perform the procedure in this section to enable an email channel, and run the channel's email script.
To enable the email channel:
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