How to process messages

Message Search Web page

Introduction

You do not need to be active on a message to search for it. A new browser window (Message Search Web page) appears when you click on the Search button. If you do not see the Message Search Web page, it may be minimized. Look on your Taskbar to see if the Message Search Web page is minimized and if so, maximize the window.

The Search function allows you to search for messages using specific search criteria. The messaging software presents the messages matching your search criteria through the Search Results Web page. You can view any message presented in the Search Results Web page; however, you can retrieve only those messages with a Launched, Suspended, Blocked, Overflowed, or Failed state (the Retrieve button is present for messages in these states).

Why conduct a message search?

You may want to conduct a search on messages for the following reasons:

To determine the status of a customer's request

To view suspended messages

To search for messages from the same customer

To reply to a customer using the same reply from a similar customer request

Illustration

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

Message Search fields

The following table provides descriptions of the fields contained in the Message Search Web page:

Field Description

Tracking Number Use this search category when you want to search for messages by their tracking numbers. The Tracking Number category provides two text boxes. The first text box is used to enter a message's tracking number which can be populated with digits and wild cards (*) of up to eight characters. The second text box is used to enter the site identifier which can be populated with digits and wild cards of up to four characters. The default for the first text box is no value and the default for the second text box is the site identifier administered for your system.

Database Use this search category to identify the database in which you want to conduct your search. You must select either the Current or Archive option. The default is Current.
As the Current database reaches its size limit, your system administrator will move closed messages to the Archive database.

Agent ID Use this search category when you want to search on messages that have been or are still being processed by a specific agent or agents. The Agent ID text box can be populated with digits and wild cards of up to 12 characters. The default is no value.

Mail Box Use this search category when you want to search for messages that arrived in a specific mailbox. For example, you may want to search for all messages that were sent to your Technical Support mailbox. The default isAny Mail Box.

Message Status Use this search category when you want to search for messages with a specific status. For example, you may want to search for all messages in the Failed state. The default isAny Status.

Subject Use this search category when you want to search for messages containing specific text in the subject field. The Subject text box can be populated with up to 128 alphanumeric characters (including wildcards). However, after 40 characters the text scrolls to the right. The default is no value.

Customer's Email Address Use this search category when you want to search for messages with a specific email address. The Customer's Email Address text box can be populated with up to 128 alphanumeric characters (including wildcards). However, after 40 characters the text scrolls to the right. The default is no value.

Time Stamp Use this search category when you want to search for a specific time and date that messages were either received or closed. For example, you may want to find all messages that were closed between 06/01/1999 at 11:00 am and 06/05/1999 at 04:00 pm. Or, you may want to search on all messages that were received between 06/01/1999 at 11:00 am and 06/05/1999 at 04:00 pm.

Things to know about searching for a message

The following subjects provide important information about the Message Care Search function:

What are the search criteria rules?

Should I conduct a search on all messages in the database?

Can I use copy and paste commands?

What are the search criteria rules?

The following list provides search criteria rules:

Multiple search criteria can be used to find a specific message.

You must follow the syntax displayed in the Message Time category for the date and time fields.

Not all search categories allow text entry. Instead, some search categories provide a drop-down list box which allows you to select from a list of category items. These categories are as follows:

Mailbox�choose from a list of administered mailboxes

Message Status�choose from a list of states

Time Stamp�choose either Received or Closed

Time Stamp:During the Previous�choose either Hour(s), Day(s), or Week(s)

The messaging software sorts the search results by the tracking number.

You can choose a combination of criteria for which you want to conduct a search. However, when selecting criteria, verify that they do not contradict each other. For example, you cannot select Active in the Message Status category and then select Closed Time in the Message Time category. If you attempt to use criteria that contradict each other as in the example above, the messaging software provides the Message Care Error Web page.

The search function supports wild card characters. The supported wild card character is an asterisk (*).

The following table provides examples of using a wild card in your search criteria:

If the agent ID is... Then the messaging software will search on...

12345 the agent ID 12345 (exact match).

1234* all agent IDs starting with 1234.

1*5 all agent IDs starting with 1 and ending with 5.

*1234* all agent IDs containing 1234.

*1234 all agent IDs ending with 1234

Should I conduct a search on all messages in the database?

Because searches are conducted on the same server that contains the Message Care Web pages, performance problems may occur when attempting a large search (for example, conducting a search on all messages in the database). If you attempt to conduct a large search, the messaging software will alert you. When the messaging software alerts you, you will be able to continue the search using your original search criteria or you can cancel the search and refine your criteria.

Can I use copy and paste commands?

You can use Copy (Ctrl C) and Paste (Ctrl V) commands to enter text in all of the category search fields consisting of a text box.

Important!
Note that you cannot use your browser's Paste and Copy menu items to add text into fields.

Example of how to use the search capabilities

The best method for explaining how to use the search capability of the messaging software is to provide an example that makes use of almost all of the search categories. For example, we want to find all automobile loan messages that were closed during the previous 8 hours by agents whose IDs end in 45 and that have arrived at site 1002 in the loan application mailbox (601). The following information is a breakdown of the search criteria:

Site Identifier = 1002

Database = Current (depends on how often your contact center archives messages)

Agent ID = All agent IDs ending in 45 (*45)

Mailbox = 601-Loan Application (an administered mailbox)

Message Status = Closed

Subject = Automobile Loans

Customer's Email Address = None

Time Stamp = Closed during previous 8 hours

How to conduct a search on the sample criteria

To find all messages meeting the criteria in the example above, you would do the following:

Click on the Search button to display the Message Search Web page.

Complete the form as shown below:

Click on the Conduct Search button. The messaging software searches for all messages meeting the specified criteria and displays the messages on the Search Results Web page. The following illustration is an example of a Search Results Web page:

Click on the Tracking# link, the Time Entered in Status link, or the Subject link to view the message, or click on the Search option to refine your search. You cannot modify any message while in the view mode.

While viewing the message, you can retrieve the message for further processing by clicking on the Retrieve button. A Retrieve button will be available only if the status of the message is Launched, Suspended, Overflowed, Failed, or Blocked. See Message View Web page for more information about viewing a message.

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

Field	Description
Tracking Number	Use this search category when you want to search for messages by their tracking numbers. The Tracking Number category provides two text boxes. The first text box is used to enter a message's tracking number which can be populated with digits and wild cards (*) of up to eight characters. The second text box is used to enter the site identifier which can be populated with digits and wild cards of up to four characters. The default for the first text box is no value and the default for the second text box is the site identifier administered for your system.
Database	Use this search category to identify the database in which you want to conduct your search. You must select either the Current or Archive option. The default is Current. As the Current database reaches its size limit, your system administrator will move closed messages to the Archive database.
Agent ID	Use this search category when you want to search on messages that have been or are still being processed by a specific agent or agents. The Agent ID text box can be populated with digits and wild cards of up to 12 characters. The default is no value.
Mail Box	Use this search category when you want to search for messages that arrived in a specific mailbox. For example, you may want to search for all messages that were sent to your Technical Support mailbox. The default isAny Mail Box.
Message Status	Use this search category when you want to search for messages with a specific status. For example, you may want to search for all messages in the Failed state. The default isAny Status.
Subject	Use this search category when you want to search for messages containing specific text in the subject field. The Subject text box can be populated with up to 128 alphanumeric characters (including wildcards). However, after 40 characters the text scrolls to the right. The default is no value.
Customer's Email Address	Use this search category when you want to search for messages with a specific email address. The Customer's Email Address text box can be populated with up to 128 alphanumeric characters (including wildcards). However, after 40 characters the text scrolls to the right. The default is no value.
Time Stamp	Use this search category when you want to search for a specific time and date that messages were either received or closed. For example, you may want to find all messages that were closed between 06/01/1999 at 11:00 am and 06/05/1999 at 04:00 pm. Or, you may want to search on all messages that were received between 06/01/1999 at 11:00 am and 06/05/1999 at 04:00 pm.

If the agent ID is...	Then the messaging software will search on...
12345	the agent ID 12345 (exact match).
1234*	all agent IDs starting with 1234.
1*5	all agent IDs starting with 1 and ending with 5.
1234	all agent IDs containing 1234.
*1234	all agent IDs ending with 1234