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Configuring Email Channel Preferences

Configuring an email channel in Virtual Contact Center is a two step process:

Defining properties for an email channel requires you to specify the channel name, 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 the Virtual Contact Centerto agents via email queues. Use the Email Channel, Properties tab to specify the primary properties of the email channel.

To configure an email channel's properties:

  1. In the configuration menu, click Channels.

    The Configuration Manager displays a list of channels for all media.

  2. In the list of email channels, click or .

    Figure 93: Email Channel page, Properties tab

  3. Enter or select the values for the following properties of an email channel.

    Table 44: Summary of Email Channel page, Properties tab options

    Email Channel, Properties tab option Description

    Channel type

    Read-only reminder of the type of channel.

    Channel name

    Type the name of this email channel.

    The Agent Console displays the channel name when the agent receives an email.

    Incoming Email Address

    Type the full email address used by customers to submit interactions to this email channel.

    User ID

    Type the login username required to retrieve email for the email address specified by the Incoming Email Address text entry area.

    Password, Retype Password

    Type and verify the password required to retrieve email for the email address specified by the Incoming Email Address text entry area.

    Incoming Mail Server

    For the email server that receives the email messages specified by the Incoming Email Address, type the network address of the mail server.

    Protocol

    Choose the email protocol supported by the server.

    Valid choices are:

    • POP3, POP3 over SSL
    • IMAP, IMAP over SSL

    After you choose an email protocol, the Configuration Manager automatically places that protocol's default port number in the Port text entry area, described later in this table.

    Port

    By default, when you use the Protocol list to choose an email protocol, the Configuration Manager places the following default port numbers in the Port text entry area:

    • POP3: 110
    • POP3 over SSL: 995
    • IMAP: 143
    • IMAP over SSL: 993

    If the email server that receives the email messages specified by the Incoming Email Address uses a non-default port number, in the Port text entry area type that non-default port number.

    Email script

    If you have more than one email channel, choose another channel's previously defined IVR script.

    • Choose Copy to place a copy of the script into this channel's Email Script definition tab.

      Changes made to the other channel's IVR script will not appear in the copied IVR script

    • Choose Link to to run another channel's Email Script definition in this channel

    If you have more than one email channel, choose another channel's previously defined IVR script.

    This Channel is enabled

    Select to put this email channel into service.

    Enable a channel only after your contact center is ready to receive interactions on the channel.

  4. Test the connection with the mail server by clicking Test.

    If the connection to the server is successful, the test indicates the messages in the server.

  5. Click Save.

 

See Also

 


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