Message Care Forward Web page 

Introduction

You must be the active agent on the message to forward it. If you are the active agent, then you can click on the Forward button and the Message Care Forward Web page will appear. From the Message Care Forward Web page, you can forward a copy of the customer's original message to people other than the customer.

Why forward a message?

You may want to forward a copy of the customer's original message to a Subject Matter Expert (SME), another agent, or to another contact center to request information about or help with the customer's original message. When you forward a copy of the customer's original message, you can also include your own comments in the message as well as a contact center file attachment.

What happens when you forward a message?

When you forward the customer's original message, you are still the active agent on the message. This is because you are forwarding a copy of the customer's original message.

After you have forwarded a copy of he original message, you can suspend the active message to wait for an answer or to process other messages.

Illustration

The following illustration is an example of the Message Care Forward Web page:


Forward fields and icons

The following table provides descriptions of the fields and buttons contained in the Message Care Forward Web page:

Field/Button Description
To This field provides a list of administered email destinations to which you can send your message. An empty list box indicates that no email destinations were administered. In this case, you would use the text box below the To field to enter an email address. Use commas to separate multiple email addresses.

Because commas are used to distinguish between multiple addresses, the messaging software does not support email addresses containing commas.

You can edit this field.

NOTE: If the messaging software is running in J-Mode, then you must use the ASCII character set to enter the To address ([email protected] ).

Subject This field contains the prefix Fwd: (indicates a forwarded message), the original message call's Trk #, and original subject text.

You can edit this field; however, if you modify or remove the subject (especially the Trk #), the messaging software will not be able to link a customer response with the original message. The messaging software searches the subject lines of email messages to see whether there is a tracking number match with an open message. If the tracking number is not found in the subject header, no match can be made.
Attach system file This field is a drop-down list box providing file attachments that you can include in your forward message. You can select only one file attachment to include in your forward message. If there is no file attachment drop-down list box, then your administrator did not administer file attachments for that mailbox. The default is No system file attached.
Attach Message file(s) from This field is a drop-down list box providing message files that you can include in your forward message. The type of message files that you can attach are: customer's original message or a SMEs attachment. The SME attachments are listed as email addresses. To see an attachment from a particular email address, use the History Web page. You can include only one message file. The default is No file attachment.
From This field is a return email address set by your administrator for the mailbox to which the message was delivered. The From field allows the SME to reply back to you. You can edit this field if you want the SME's reply to go elsewhere. Follow your contact center's established procedures.
Include Messages This field is a drop-down list box providing a set of pre-formatted answers (set by your administrator) for your forward message. When selected, the pre-formatted answer is inserted in the text box at the point where your cursor is located. You can select more than one pre-formatted answer to include in your forward message or you can enter your own text. The first item in the drop-down list box,Add a Canned Response, is explanatory only and not a valid choice.
Clear Message This button clears all the text from the text box when clicked on and then confirmed. If you inadvertently clear original text, you can add it back by selecting the Include Original Message item from the Include Message drop-down list.
Spell Check This button checks text in the text box for spelling errors. The spell checker identifies words that are not in the spell check dictionary and allows you to either edit the word, ignore the word, or add the word to the dictionary. The spell check dictionary is shared by all messaging agents.

NOTE: The messaging software supports spell check in US English only. If you log in to the system in a language other than US English, the messaging software disables the Spell Check button.
Text Box This field is a standard text box that provides basic text input with editing support. Editing includes the insertion or deletion of characters. The text box is where you compose your forwarded message to the customer. By default, the text box is populated with the original message. However, if you or someone else saved a forwarded message, the text box will be populated with the forwarded text instead of the original message text.

Things to know about forwarding a message

The following subjects provides information about how the messaging software handles forwarded messages:

Is my return address used when I forward a message?

The return address of a forwarded message is the same address to which the original message was sent. You can edit the return address.

Can the recipient of my forward message reply to the customer?

When you forward a message, the customer's email address is contained in the text body of the forwarded message. The recipient of the forwarded message can reply to the customer by using the address contained in the text body.

How do I distinguish between original text and added text?

By default, the original message text received from the customer is included in the text box. Each line of the original text is preceded by the �>� symbol. This symbol distinguishes between the original message's text and text added during processing.

EXCEPTION: If you save a forwarded message and then retrieve that forwarded message at a later time, the saved forward message will populate the text box, not the original message text.

Can I use copy and paste commands?

You can use Copy (Ctrl C) and Paste (Ctrl V) commands to add text into your forward message. When you use these commands, formatting style is lost.

Important!

You cannot use your browser's Paste and Copy menu items to add text into your forward message.

What forward information is stored by the messaging software?

The messaging software stores the following information for each forwarded message:

The messaging History database will record when a forward message was sent to the SMTP server as well as the agent who sent it.

What information is required to forward a message?

The following information is required when forwarding a message:

How do I know if I forwarded my message successfully?

The messaging software will inform you when your forwarded message failed. In this case you may want to save your forwarded message, and then follow procedures established by your contact center. For information about handling undeliverable messages, see Handling undeliverable messages and notifications.

What happens if I close the original message before forwarding it?

If you close the original message before sending your forward message, the forward message will be lost.

How does the Save option work when forwarding a message?

The Save option will save all information on the Forward Web page.

Can I save more than one forward message per original message?

You can save only one forward message per original message. Subsequent save commands on a forward message will overwrite the forward message.

Forward a message

To forward a copy of the customer's original message, do the following:

  1. Click on the Forward button.

    Result:

    The Message Care Forward Web page appears populated with information about the original message.

    You can add a note anytime throughout the Forward process.

  2. Enter one or more email addresses to whom you want to forward a copy of the customer's original message. You can use the To drop-down list to select from an administered list of recipients, or you can type one or more email addresses in the To text box.

  3. By default, the original message content or the content of a previous forward will appear in the text box. Refer to the following list for instructions on how to perform the tasks associated with the text box:

    • To clear text from the text box, click on the Clear Message button. If you inadvertently clear original text, you can add it back by selecting the Include Original Message item from the Include Message drop-down list.

    • To add a canned response, click in the text box area, and then click on the Include messages drop-down list and select a canned response.

      Netscape Navigator users: after inserting a canned response in the compose box, the position of the cursor, which normally should be after the inserted text, is sometimes located somewhere between the added text. If you want to add text after you have added a canned response, click in the desired position and begin typing.

    • To add your own text to the forward message, click in the area where you want to add text, and then begin entering your text.

    • To spell check the text in the text box, click on the Spell Check button.

  4. If you want to include a file attachment with your forward message, select the file from the Attach system file drop-down list.

  5. From the Attach Original Message File(s) option buttons, select Yes to include all of the original message's file attachments with your forwarded message. If you do not want to include the original message's file attachments with your forwarded message, select No.

  6. To send your forward message, click on the Send toolbar button.

    Result:

    The Send Acknowledgment Web page appears stating that your forward message was sent to the email address(s) of the recipient(s). See Send Acknowledgment Web page for more information.

  7. At this time, you can do one of the following:

    • Close the message

    • Suspend the message

    • Display the message

   


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