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Configuring email routing

Initial configuration of the email routing application depends on the needs of the customer. In many cases, the defaults supplied in the solution definition will be sufficient.

You can adjust email routing parameters in either of two ways:

  • To set new default values to be used in all new parameter groups that use the parameter, open Genesys Administrator Extension, navigate to Operations > Parameters, and adjust values as desired. Do not change Key Names.
  • To set a new value that applies only to a specific parameter group, open Genesys Administrator Extension, navigate to Operations > Parameter groups, and adjust values as desired.

<multistep> Configure screening rules= You can use the eServices Knowledge Manager application (on the Aux VM) to customize the screening rules used to route email to any of the five Category parameter groups.

Content screening explains how screening works in Business Edition Premise.

"Screening Rules" in the eServices 8.1 User's Guide explains how to use the Screening Rule Editor and details how the rules work. |-| Configure email acknowledgements= You can also use the eServices Knowledge Manager application to customize the text of the acknowledgement emails: Email acknowledgement body open hours, Email acknowledgement body closed hours, and Email acknowledgement body special days, as well as the opening (salutation), closing, and time zone.

"Using Categories and Standard Responses" in the eServices 8.1 User's Guide explains how to edit the acknowledgement content. |-| Configure distribution= After you customize the screening rules, you can adjust their associated parameter groups to distribute emails to the correct targets. If you added the term "sales" to the Category 3 screening rule, for example, you can route emails with "sales" in their subject lines to a particular target agent group by setting the Category 3 parameter group Email target value to the Sales agent group.

You can also enable or disable supervisor review, and change the percentage of emails subject to review. |-| Set open hours and special days= The parameter Email open hours sets the standard hours that your office is open during the week. Use the Email special day parameter to set:

  • The dates or days of the week on which your office is closed for the entire day.
  • The dates or days of the week on which your office is closed for only part of the day. In these cases, you use the Time Ranges field in GAX to set the hours that you will be open on that date.

Specific dates set in Email open hours are treated as special days. Hours set for the same date or day of the week in Email special day override those set in Email open hours; for example, if Email open hours specifies that you are open from 9AM to noon on December 31, and Email special day sets the hours of 11AM-2PM for the same date, people who send an email at 10AM on that date receive the special day acknowledgement.

Similarly, in both parameters, date patterns higher in the list take precedence over those lower in the list. |-| Tune priorities= You can adjust the priority of emails using the two priority tuning parameters:

  • Email priority sets the initial email priority; you typically have little reason to change the default of 100.
  • Email overflow priority sets the priority of emails that exceed the Email target timeout. The default value is also 100, which means that emails that have already passed the overflow timeout will be re-queued based solely on their age, ensuring that the oldest emails will appear in the queue first.

|-| Send a test email= To verify that Business Edition Premise is correctly receiving and routing emails, send a test email:

  1. Install an email client and ensure that it connects to your email server.
  2. Send an email to the address specified during the eServices SPD deployment.
  3. Ensure that you have installed an IWS client (you did this when you were making a test call during the voice routing configuration).
  4. If Business Edition Premise is successfully installed, an IWS interaction window containing the email appears when the email arrives.


This page was last edited on July 15, 2014, at 15:32.


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