Considerations for specifying auto-acknowledgment text 

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Specifying the auto-acknowledgment text

If auto-acknowledgments are enabled for a supported mailbox, you are required to specify an American Standard Code for Information Interchange (ASCII) text file to be sent as the text component of the message. The messaging software supports only a single text file per mailbox and does not provide a default text message. Auto-acknowledgment files must be stored on a file system accessible from the NT server running the messaging software.

Because a customer may reply to an agent's response, you must properly administer the return email address.

Most mail servers support the POP3 protocol. Some servers, such as Intuity AUDIX, require an add-on support package to provide POP3 access (Intuity AUDIX must be R4.3 with the add-on Intuity Internet Messaging package).

The messaging software provides a field tool to test a contact center's server for compliance with the requirements of the POP3 and SMTP protocols.

Important!

You should test the auto-acknowledgment, including a customer response to the received acknowledgment before you go to live production.