How to process messages

Message states

Introduction

Each message at any point in the process cycle has a state. States describe each message's standing in the message handling process. You can view the state of any message through the Message Care View Web pages. You can access the Message Care View Web pages through the Snapshot report or the Search option. In the Message Care View Web pages, you can view all of the states that a message has gone through during its process cycle.

The following table provides descriptions for the different message states available in the messaging software:

Option Description

Blocked
The messaging software places a message in the Blocked state if the following conditions are true:

The Junk Mail Screening parameter is administered and activated on the monitored mailbox

A match has been made between the originator of the mail message and the administration entry on the Junk Mail Screening form.

When a message is blocked, the messaging software will not attempt to launch a message call. A message in the Blocked state must be retrieved manually from the View Web page. You may want to periodically review blocked messages to ensure that the message should not be processed.

Overflowed The messaging software places a message in the Overflowed state while it is awaiting resources to place the message call. Messages will be placed in the Overflowed state if the maximum number of allowed simultaneous message calls between the message server and the DEFINITY ECS (as administered in Message Care) is reached. Overflowed calls must wait in a queue until processing resources become available.

Launched The messaging software places a message in the Launched state when the message has been successfully launched to the DEFINITY ECS and is waiting to be answered by an agent.

Active The messaging software places a message in the Active state when the message call has been answered at an agent's voice terminal. The message remains in the Active state the entire time the message call is active on your telephone. Agents may not modify, but can read, an Active message being processed by another agent.

Suspended You place a message in the Suspended state when you want to postpone the processing of that message. The message remains in the Suspended state until it is retrieved, the suspend timer expires, or a reply for that message has been received.

Failed The messaging software places a message in the Failed state when repeated attempts to deliver the message fail. A message in the Failed state must be retrieved manually from the View Web page.

Closed You place a message in the Closed state when you are finished processing the message. The Closed state signifies the end of the message process cycle.

Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001

Option	Description
Blocked	The messaging software places a message in the Blocked state if the following conditions are true: The *`Junk Mail Screening`* parameter is administered and activated on the monitored mailbox A match has been made between the originator of the mail message and the administration entry on the Junk Mail Screening form. When a message is blocked, the messaging software will not attempt to launch a message call. A message in the Blocked state must be retrieved manually from the View Web page. You may want to periodically review blocked messages to ensure that the message should not be processed.
Overflowed	The messaging software places a message in the Overflowed state while it is awaiting resources to place the message call. Messages will be placed in the Overflowed state if the maximum number of allowed simultaneous message calls between the message server and the DEFINITY ECS (as administered in Message Care) is reached. Overflowed calls must wait in a queue until processing resources become available.
Launched	The messaging software places a message in the Launched state when the message has been successfully launched to the DEFINITY ECS and is waiting to be answered by an agent.
Active	The messaging software places a message in the Active state when the message call has been answered at an agent's voice terminal. The message remains in the Active state the entire time the message call is active on your telephone. Agents may not modify, but can read, an Active message being processed by another agent.
Suspended	You place a message in the Suspended state when you want to postpone the processing of that message. The message remains in the Suspended state until it is retrieved, the suspend timer expires, or a reply for that message has been received.
Failed	The messaging software places a message in the Failed state when repeated attempts to deliver the message fail. A message in the Failed state must be retrieved manually from the View Web page.
Closed	You place a message in the Closed state when you are finished processing the message. The Closed state signifies the end of the message process cycle.