What needs to be defined 

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Introduction

Designing for the messaging software is primarily a matter of defining the following:

• The mailboxes for the messaging software to poll�ensuring that messages arrive in the correct mailbox is the first step in routing them to the best agents. The mailbox in which a message arrives determines the VDN that the messaging software uses to deliver the message.

• The VDNs and vectors needed to deliver the messages efficiently�a mailbox can have several associated VDNs or a single VDN. The messaging software can search the subject of the message for keywords, and associate each keyword with a VDN.

• Mail Server�if you are going to use blind copies, ensure that your Simple Mail Transfer Protocol (SMTP) server supports blind copies.

  If your mail server is Intuity AUDIX, then the return address must be a valid mailbox address; otherwise, the message will not be delivered.

• Auto-acknowledgments�the mailbox that receives a message determines what acknowledgment (if any) automatically goes out as soon as the messaging software receives the message.

• Globalization�the languages agents will be using to process messages.