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Some questions about the Email tasks in IPOCC
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Questions and answers
·Is the client running IMAP or POP3?
The topic mailbox can be connected via SMTP, POP3, IMAP. The Agent (UI) works with a propitiatory connection to the IPOCC system (UMClientAdapter).
·Deletion of mails/Sent box/Recycle Bin – are these synced with mail server?
The IPOCC system can work standalone. All functions are done in the IPOCC server and have nothing to do with for example an Exchange Server.
For example an Exchange server can be used (mailboxes) to get via POP3 or IMAP the e-mails. The Exchange server can also be used as Relayhost.
·Job code for emails – more than 1 job code (just like voice calls)
The number of job codes is not limited.
· Multiple mailboxes, different email signatures
Every Agent can use his own signature. For special texts (text module) the textblock can be used.
·Does the Email GUI support HTML or just plain text?
The GUI uses a special HTML Editor. The E-mail formats (HTML) and plain text are supported from IPOCC.
·Addition of Email Signatures – HTML
The signature can be text and images.
·Addition of Images using cut and space – HLO
Copy and paste is not supported
·Add contact – synced back to mail server contacts
Addressbooks (for example Exchange) can be imported (LDAP). The Agent can use a personal addressbook.
·Supervisor view – see all emails, status, which agent working on each email
In the folder Overview. The Supervisor can also delegate, pick … e-mails.
·Email topic – all agents see all emails relevant to their topic
Usually the Agent only sees his own emails. This is part of the supervisor. But it is possible (Privileges and Authorization) that the Agent get also the folder overview (like a supervisor).
·Email topic – threshold on routing, what is the intelligence behind the ACD of emails?
For example to get only free agents.
A agent can get a call and e-mails and chat requests.
The e-mail text search can be used.
Skills can be used.
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