Administration

Administer mailboxes

Overview

Important!
Do not change the Friendly Name of a mailbox after the mailbox has been administered and in use.

Mailbox parameters include information relative to a specific mailbox. This Web page administers the rules for routing messages and the tools for an agent to process messages.

For more information about setting options for a mailbox that receives MIME type application/ms-tnef messages, see Attachment is lost or cannot be opened.

Illustration

An illustration of the Mailbox Administration Web page follows:

Parameter description for the Mailbox Administration Web page

Changes to mailbox specific fields (for example, Enable Polling, Login Password, Default ASAI Digit Number, and so forth) take effect during the polling cycle following your change to the field(s). Changes to the agent specific parameters (for example, Canned Responses, Closure Codes, File Attachments, and so forth) take effect when an agent Web page appears in the browser window.

You can administer the following parameters on the Mailbox Administration Web page. If you are operating in J-Mode, you can identify the administration data that must be entered in ASCII characters by the following statement: J-Mode: must use ASCII character set.

Parameter Description

Enable Polling
This field provides an option which you can set to Yes or No to allow or prevent the mailbox from being polled. This allows you to pre-administer a mailbox in anticipation of a new campaign.

NOTE: You cannot enable polling if Reporting is disabled.

Enable Reporting
This field an option which you can set to Yes or No to enable or disable reporting. When you set this option to Yes, the messaging software displays the mailbox in the report criteria pages, thus allowing you to create a report based on the mailbox. When you set this option to No, the messaging software will not display the mailbox in the report criteria pages, thus not allowing you to create a report based on the mailbox. The default is Yes.

You cannot enable reporting if polling is disabled.

Note that the Reporting option does not delete a mailbox. If you set the option to Yes, you can still conduct a search on the mailbox.

Friendly Mailbox Name (required field)
This field provides the label of a mailbox used by the messaging software for report and search operations. Each mailbox name must be unique.

NOTE: Do not change the Friendly Name of a mailbox after you have administered the mailbox and after it is in use.

Mailbox Server (required field)
This field identifies the IP address or host name of the mail server where the mailbox resides.

J-Mode: must use ASCII character set

Login Name (required field)
This field indicates the login ID of the mailbox that the messaging software monitors.

J-Mode: must use ASCII character set

Login Password (required field)
This field indicates the login password of the mailbox that the messaging software monitors.

If your system automatically requires new passwords, you must update the value used by the messaging software.

J-Mode: must use ASCII character set

Return Email Address (required field)
This field identifies the default email address seen by the consumer in an auto-acknowledgment and agent reply (from the address in the Reply and Forward agent Web pages).

J-Mode: must use ASCII character set

Message Display URL (required field)
This field identifies the URL used to deliver message content to an agent so that the agent can view a message and compose a reply. A default value is provided for the Message Display URL. You can modify the Message Display URL to include your Message Care server name.

J-Mode: must use ASCII character set

Message View URL (required field)
This field identifies the URL used to allow an agent to view a message without being able to make any changes.

The messaging software provides a default value for the Message View URL. You can modify the Message View URL to include your Message Care server name.

J-Mode: must use ASCII character set

Suspend VDN (required field)
This field identifies the VDN called when the suspension timer expires or a related message is received while the message is suspended (the messaging software is designed to support an adjunct route step in this VDN). The messaging software detects the expiration of a suspended timer within minutes of expiration.

You need to ensure that the VDN you administer in the messaging software has also been administered on the CentreVu Computer-Telephony server. To synchronize the CentreVu Computer-Telephony server software and the messaging software, they both must be restarted.

It is important to consider how to cover a session when an agent is not logged in; please refer to Vectors.

J-Mode: must use ASCII character set

Auto Acknowledgment File
This field identifies the full path name of the file used for the ASCII file containing the text of the acknowledgment. The auto-acknowledgment file must be placed on a local drive on the Message Care server. If they are specified to reside on a mapped network drive, the emails using the auto-acknowledgment file will fail. If you do not administer an auto-acknowledgment file location, the messaging software will not send auto-acknowledgments from this mailbox.

Enable Junk Mail Screening
This field provides an option which you can set to Yes or No to block certain incoming messages based on the originating address. If you set the option to Yes, the messaging software will block messages administered in the System Options �Junk Mail Screening� field.

Default VDN Number (required field)
This field identifies the VDN called when the messaging software launches a message from this mailbox. This is the value that tracks the Call Management System (CMS) statistics and should identify the required skill set of the agents processing the messages received in this mailbox. If used, the messaging software overrides this value by matching values in the Subject Based Call Routing administration parameter.

If the Default VDN has Route To Digits, then any VDN selected through subject based call routing will also use the same set of Route To Digits. If the Default VDN selected does not use adjunct routing, then the digits are ignored.

J-Mode: must use ASCII character set

Route To Number
This field identifies specifies a fixed value to pass to the DEFINITY ECS as a route-to-step during vector processing; you can use this to specify a specific agent.

J-Mode: must use ASCII character set

Rank
This field identifies the messaging software uses the Rank field in several of the tables to impose an ordering on the entries. For example, when the agent shows the list of Closure Codes, it might be more efficient to have certain entries at the top. The administration screens ensure that the values in these fields are unique and ordered (for example, for ten entries, they must have the values 1 through 10).

J-Mode: must use ASCII character set

Subject Based Call Routing
This field enables you to enter up to 20 text strings (case sensitive) to search for in the message subject. If a match is found, the corresponding VDN is used when placing the call in the DEFINITY ECS.

Strings are searched in order of ranking, and that partial matches are valid. For example, if the first search string is DEFINITY and the second search string is DEFINITY ECS, all cases of DEFINITY ECS will match on the first search string, since DEFINITY is included in the text. It is important to be explicit and to pay attention to partial matches when administering and ranking search strings.

To route a message, the messaging software initiates the call routing processes on the DEFINITY ECS by launching a message call to a VDN. The DEFINITY ECS performs the real call routing processing, looking at the available pool of agents and workload at the center.

Each mailbox monitored by the messaging software has a defined set of rules for selecting the VDN associated with a message. You can administer a mailbox so that all received messages are directed to the same number. Alternatively, you can request that the messaging software select a number based on the contents of the message subject field by administering subject-based call routing.

J-Mode: you must enter the route to number in ASCII. You can enter the string to match upon in Japanese characters.

Canned Responses
This field provides a list of any ASCII files (�canned answers� to frequently-asked questions) that agents can use in replying to the customer. For each file, you must include its location and the label that the agent uses to select it.

If you incorrectly administer a canned response file and the system cannot find the file when an agent selects it, the messaging software presents an error message to the agent.

Canned response files must be located in the compose applet directory (the default is, C:\Program Files\MessageCare\www\applets\compose). You may also create a subdirectory of the compose applet directory for storing canned responses.

J-Mode: you must enter the canned repose path name, including the canned repose file name, in ASCII. You can enter the labels presented to the agents in Japanese.

Suspension Codes (required field)
This field provides a list of reason codes for agents to assign when suspending a message.

If you do not administer at least one Suspension Code, then the agent will not be able to suspend a message.

Suspension Time (required field)
This field provides a set of minutes for which an agent can keep a message suspended. Agents can choose from these values when suspending a message from this mailbox.

If you do not administer Suspension Times, then the agent will not be able to suspend a message.

J-Mode: must use ASCII character set

Closure Codes (required field)
This field provides a list of reason codes for agents to assign when closing a message; the messaging software uses the set of administered closure codes to generate reports.

If you do not administer at least one Closure Code, then the agent will not be able to close a message.

SME List
This field provides a list of the Subject Matter Experts (SMEs) and their email addresses. Ensure that this list contains the email addresses of members of your company who can receive email from agents requesting assistance in the processing of messages.

J-Mode: you must enter the email address of the SME using the ASCII character set. You can enter the labels of the SMEs (that are presented to the agents) in Japanese.

File Attachments
This field provides a list (name and location) of the contact center's file attachments that agents may use when replying to a consumer. File types must be administered on the Message Care server for all contact center file attachments. This association is used in creating the Multipurpose Internet Mail Extensions (MIME) message sent to the customer through the SMTP server. MIME is a common method for transmitting non-text files through Internet email, which was originally designed for ASCII text. MIME encodes the files using one of two encoding methods and decodes it back to its original format at the receiving end. A MIME header is added to the file which includes the type of data contained and the encoding method used.

Mailbox Administration buttons

Bordering the top and bottom of the Mailbox Administration Web page are the following buttons:

Save�takes any information displayed for a mailbox and updates it.

Copy�allows you to borrow information from one mailbox's fields and paste it to another mailbox's fields. When you select the copy command, the messaging software copies all information except the mailbox ID, password, and Friendly Mailbox Name into the mailbox. This function is useful if you have more than one mailbox that you would like to populate with the same settings (you can pre-load the mailbox with information from another similar mailbox).

Back to Mailbox List�returns you to the Message Care Administration Web page.

Help�opens help pages containing information on administering the messaging software.

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

Parameter	Description
Enable Polling	This field provides an option which you can set to Yes or No to allow or prevent the mailbox from being polled. This allows you to pre-administer a mailbox in anticipation of a new campaign. NOTE: You cannot enable polling if Reporting is disabled.
Enable Reporting	This field an option which you can set to Yes or No to enable or disable reporting. When you set this option to Yes, the messaging software displays the mailbox in the report criteria pages, thus allowing you to create a report based on the mailbox. When you set this option to No, the messaging software will not display the mailbox in the report criteria pages, thus not allowing you to create a report based on the mailbox. The default is Yes. You cannot enable reporting if polling is disabled. Note that the Reporting option does not delete a mailbox. If you set the option to Yes, you can still conduct a search on the mailbox.
Friendly Mailbox Name (required field)	This field provides the label of a mailbox used by the messaging software for report and search operations. Each mailbox name must be unique. NOTE: Do not change the Friendly Name of a mailbox after you have administered the mailbox and after it is in use.
Mailbox Server (required field)	This field identifies the IP address or host name of the mail server where the mailbox resides. J-Mode: must use ASCII character set
Login Name (required field)	This field indicates the login ID of the mailbox that the messaging software monitors. J-Mode: must use ASCII character set
Login Password (required field)	This field indicates the login password of the mailbox that the messaging software monitors. If your system automatically requires new passwords, you must update the value used by the messaging software. J-Mode: must use ASCII character set
Return Email Address (required field)	This field identifies the default email address seen by the consumer in an auto-acknowledgment and agent reply (from the address in the Reply and Forward agent Web pages). J-Mode: must use ASCII character set
Message Display URL (required field)	This field identifies the URL used to deliver message content to an agent so that the agent can view a message and compose a reply. A default value is provided for the Message Display URL. You can modify the Message Display URL to include your Message Care server name. J-Mode: must use ASCII character set
Message View URL (required field)	This field identifies the URL used to allow an agent to view a message without being able to make any changes. The messaging software provides a default value for the Message View URL. You can modify the Message View URL to include your Message Care server name. J-Mode: must use ASCII character set
Suspend VDN (required field)	This field identifies the VDN called when the suspension timer expires or a related message is received while the message is suspended (the messaging software is designed to support an adjunct route step in this VDN). The messaging software detects the expiration of a suspended timer within minutes of expiration. You need to ensure that the VDN you administer in the messaging software has also been administered on the CentreVu Computer-Telephony server. To synchronize the CentreVu Computer-Telephony server software and the messaging software, they both must be restarted. It is important to consider how to cover a session when an agent is not logged in; please refer to Vectors. J-Mode: must use ASCII character set
Auto Acknowledgment File	This field identifies the full path name of the file used for the ASCII file containing the text of the acknowledgment. The auto-acknowledgment file must be placed on a local drive on the Message Care server. If they are specified to reside on a mapped network drive, the emails using the auto-acknowledgment file will fail. If you do not administer an auto-acknowledgment file location, the messaging software will not send auto-acknowledgments from this mailbox.
Enable Junk Mail Screening	This field provides an option which you can set to Yes or No to block certain incoming messages based on the originating address. If you set the option to Yes, the messaging software will block messages administered in the System Options �Junk Mail Screening� field.
Default VDN Number (required field)	This field identifies the VDN called when the messaging software launches a message from this mailbox. This is the value that tracks the Call Management System (CMS) statistics and should identify the required skill set of the agents processing the messages received in this mailbox. If used, the messaging software overrides this value by matching values in the Subject Based Call Routing administration parameter. If the Default VDN has Route To Digits, then any VDN selected through subject based call routing will also use the same set of Route To Digits. If the Default VDN selected does not use adjunct routing, then the digits are ignored. J-Mode: must use ASCII character set
Route To Number	This field identifies specifies a fixed value to pass to the DEFINITY ECS as a route-to-step during vector processing; you can use this to specify a specific agent. J-Mode: must use ASCII character set
Rank	This field identifies the messaging software uses the Rank field in several of the tables to impose an ordering on the entries. For example, when the agent shows the list of Closure Codes, it might be more efficient to have certain entries at the top. The administration screens ensure that the values in these fields are unique and ordered (for example, for ten entries, they must have the values 1 through 10). J-Mode: must use ASCII character set
Subject Based Call Routing	This field enables you to enter up to 20 text strings (case sensitive) to search for in the message subject. If a match is found, the corresponding VDN is used when placing the call in the DEFINITY ECS. Strings are searched in order of ranking, and that partial matches are valid. For example, if the first search string is DEFINITY and the second search string is DEFINITY ECS, all cases of DEFINITY ECS will match on the first search string, since DEFINITY is included in the text. It is important to be explicit and to pay attention to partial matches when administering and ranking search strings. To route a message, the messaging software initiates the call routing processes on the DEFINITY ECS by launching a message call to a VDN. The DEFINITY ECS performs the real call routing processing, looking at the available pool of agents and workload at the center. Each mailbox monitored by the messaging software has a defined set of rules for selecting the VDN associated with a message. You can administer a mailbox so that all received messages are directed to the same number. Alternatively, you can request that the messaging software select a number based on the contents of the message subject field by administering subject-based call routing. J-Mode: you must enter the route to number in ASCII. You can enter the string to match upon in Japanese characters.
Canned Responses	This field provides a list of any ASCII files (�canned answers� to frequently-asked questions) that agents can use in replying to the customer. For each file, you must include its location and the label that the agent uses to select it. If you incorrectly administer a canned response file and the system cannot find the file when an agent selects it, the messaging software presents an error message to the agent. Canned response files must be located in the compose applet directory (the default is, C:\Program Files\MessageCare\www\applets\compose). You may also create a subdirectory of the compose applet directory for storing canned responses. J-Mode: you must enter the canned repose path name, including the canned repose file name, in ASCII. You can enter the labels presented to the agents in Japanese.
Suspension Codes (required field)	This field provides a list of reason codes for agents to assign when suspending a message. If you do not administer at least one Suspension Code, then the agent will not be able to suspend a message.
Suspension Time (required field)	This field provides a set of minutes for which an agent can keep a message suspended. Agents can choose from these values when suspending a message from this mailbox. If you do not administer Suspension Times, then the agent will not be able to suspend a message. J-Mode: must use ASCII character set
Closure Codes (required field)	This field provides a list of reason codes for agents to assign when closing a message; the messaging software uses the set of administered closure codes to generate reports. If you do not administer at least one Closure Code, then the agent will not be able to close a message.
SME List	This field provides a list of the Subject Matter Experts (SMEs) and their email addresses. Ensure that this list contains the email addresses of members of your company who can receive email from agents requesting assistance in the processing of messages. J-Mode: you must enter the email address of the SME using the ASCII character set. You can enter the labels of the SMEs (that are presented to the agents) in Japanese.
File Attachments	This field provides a list (name and location) of the contact center's file attachments that agents may use when replying to a consumer. File types must be administered on the Message Care server for all contact center file attachments. This association is used in creating the Multipurpose Internet Mail Extensions (MIME) message sent to the customer through the SMTP server. MIME is a common method for transmitting non-text files through Internet email, which was originally designed for ASCII text. MIME encodes the files using one of two encoding methods and decodes it back to its original format at the receiving end. A MIME header is added to the file which includes the type of data contained and the encoding method used.