Mailboxes that you need 

---

About mailboxes

A single mailbox can route messages to a maximum of 11 VDNs, depending on the keywords it finds in the message subject. This is especially useful for messages generated from a form on your Web site. For instance, the form can include a field where the customer chooses the appropriate keyword.

Planning your message mailboxes

In planning your mailboxes, consider the following:

• The messages that you want to group into a mailbox based on agent skills and the type of reports you want to generate

• The keywords that you want to use to send each message to the appropriate VDN

• The auto-acknowledgment message that you want to send as soon as the messaging software detects a message. For each mailbox, you can specify a different text file as the body of the auto-acknowledgment. You can also administer a mailbox to not send auto-acknowledgments at all.

• Mailboxes that receive faxes should not have an auto-acknowledgment file, since they do not provide an email return address that can reach the sender. For other mailboxes, consider:

  • Whether you want to send auto-acknowledgments

  • What text you want in the auto-acknowledgments you choose to send

  • The language of the auto-acknowledgment text. If a mailbox with auto-acknowledgments enabled receives messages in multiple languages, then you must consider the language for the auto-acknowledgment text.

• The language of the labels you administer for each mailbox.

  To support agents in various languages, you will need to administer the mailbox labels (that the agent will see) in the same language that the agent will select upon logging in to the system. For example, if your contact center uses mailbox A for French messages and French agents, then you will have to administer mailbox A using French labels that will be presented to the agent. This will ensure that a French speaking agent will see French suspension codes, closure codes, SMEs, and so forth when processing messages from mailbox A.