Undeliverable messages 

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Let us consider the following scenarios to understand how to process undeliverable messages and notifications. All scenarios apply to forwarded messages also.

Scenario one�original message closed

Agent 789 receives an original message (message A), sends a Reply (message B) to the customer, and then closes the original message (message A). The reply (message B) cannot be delivered due to one of the reasons stated earlier; therefore, the SMTP server creates an undeliverable notification (message C) and delivers message C to Agent 123.

Agent 123 does one of the following:

• Uses the Resend option

• Corrects the Destination Address

Use the Resend option

If the reply (message B) was not delivered because the recipient's server was not operational at the time that agent 789 sent the Reply, Agent 123 will have to do the following:

1. Search the database for the original message (message A) by using the original message tracking number as the search criteria. The Original Message View Web page appears for message A.

2. Click on the History button. The History Web page for message A appears.

3. Click on the Reply (message B) link. The Reply appears.

4. Click the Resend button.

5. Close the undeliverable notification (message C) with a note indicating that the reply (message B) was resent.

Correct Destination Address

If the reply (message B) was not delivered because the recipient's address was incorrect, do the following:

1. Search the database for the original message (message A) by using the original message tracking number as the search criteria. The Original Message View Web page appears for message A.

2. Click on the History button. The History Web page for message A appears.

3. Click on the Reply (message B) link. The Reply appears.

4. Copy the Reply text (message B).

5. Paste the Reply text from message B into the Reply screen for message C (undeliverable notification).

6. Make the correction to the customer's email address.

7. Send the Reply.

8. Close the view of message A.

9. Close message C.

Scenario two�original message active

Agent 789 receives an original message (message A), sends a Reply (message B) to the customer, and remains the active agent for the original message (message A). The reply cannot be delivered due to one of the reasons stated earlier; therefore, the SMTP server creates an undeliverable notification (message C) and delivers message C to Agent 123.

Agent 123 does one of the following:

• Processes the undeliverable notification that was caused by the recipient's mail server being down

• Processes the undeliverable notification that was caused by the recipient's address being incorrect

Recipient's mail server was not operational

If the reply (message B) was not delivered because the recipient's server was not operational at the time the agent sent the reply (message B), do the following:

1. Call agent 789 to inform the agent of the need to resend the reply (message B).

2. Close the undeliverable notification (message C) with a note indicating that the reply (message B) was resent by the original agent (agent 789).

Recipient's address was incorrect

If the reply (message B) was not delivered because the recipient's address was incorrect, specific tasks Agent 123 must perform specific tasks.

1. Call agent 789 to inform the agent of the need to modify the address and resend the reply (message B).

2. Close the undeliverable notification (message C) with a note indicating that the reply (message B) was resent by the original agent (agent 789).

Scenario three�original message suspended

Agent 789 receives an original message (message A), sends a Reply (message B) to the customer, and suspends the original message (message A). The reply (message B) cannot be delivered due to one of the reasons stated earlier; therefore, the SMTP server creates an undeliverable notification (message C) and delivers message C to Agent 123.

Agent 123 does one of the following:

• Uses the Resend option

• Processes the undeliverable notification that was caused by the recipient's address being incorrect

Use the Resend option

If the reply (message B) was not delivered because the recipient's server was not operational at the time that agent 789 sent the Reply, Agent 123 will have to perform specific tasks.

1. Search the database for the original message (message A) by using the original message tracking number as the search criteria. The Original Message View Web page appears for message A.

2. Click on the Retrieve button. The New Message Display Web page for message A appears.

3. Click on the Reply (message B) link. The Reply appears.

4. Click the Resend button.

5. Close the undeliverable notification (message C) with a note indicating that the reply (message B) was resent.

Recipient's address was incorrect

If the reply (message B) was not delivered because the recipient's address was incorrect, Agent 123 must perform the following tasks:

1. Search the database for the original message (message A) by using the original message tracking number as the search criteria. The Original Message View Web page appears for message A.

2. Click on the Retrieve button. The New Message Display Web page for message A appears.

3. Click on the Reply (message B) link. The Reply appears.

4. Copy the Reply text (message B).

5. Paste the Reply text from message B into the Reply screen for message C (undeliverable notification).

6. Make the correction to the customer's email address.

7. Using the Note option, document information about the address correction.

8. Send the Reply.

9. Suspend message A.

10. Close message C with a reason code.

11. Make a call to agent 789 to inform the agent that the reply (message B) had to be resent due to an incorrect email address.