Enabling the E-Mail Channel

Procedures

Purpose: To enable an agent to use E-Mail to correspond with a contact that is stored in Universal Contact Server (UCS).
Prerequisites

• Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
• A working knowledge of Genesys Administrator 8.
• Workspace Application object exists in the Configuration Database.
• Workspace has a connection to Universal Contact Server and Interaction Server.
• The Procedure: Enabling agents to manage contacts.

Start

1. Allow the E-Mail privileges (see E-Mail Access Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group).
   • Can Use E-mail media
   • Can Decline E-mail
   • Can Release E-mail
   • Can Reply
   • Can Send
   • Can One Step Transfer
   • Can Set Interaction Disposition
2. Configure the E-Mail options in the interaction-workspace section of the Workspace Application object (refer to the E-Mail configuration option reference for a list of E-Mail options and a description of how to configure them).
3. Configure the e-mail queue options in the email section that are mandatory for basic e-mail processing: email.default-queue and email.outbound-queue.
4. (Optional for transfer or e-mail to queues) Configure the queue options in the interaction-queue-presence, queue-presence, routing-point-presence sections of the Workspace Application object (refer to Section: interaction-queue-presence, Section: queue-presence, Section: routing-point-presence in the configuration option reference for a list of queue options and a description of how to configure them).
5. Configure the workbins options in the interaction-workspace section of the Workspace Application object (refer to the Workbin configuration option reference for a list of workbin options and a description of how to configure them), in particular: workbin.email.in-progress and workbin.email.draft.
6. Configure the email.signature template option in the interaction-workspace section to enable automatic insertion of a signature in all new and reply outbound e-mails.

End

Purpose: To enable an agent to access a configured list of Contact Center "From" e-mail addresses.
Prerequisites

• Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
• A working knowledge of Genesys Administrator 8.
• A Workspace Application object exists in the Configuration Database.
• Workspace can handle email interactions.

Start The list of "From" e-mail addresses that can be used in outbound e-mails can be populated from two mutually exclusive sources, based on options that you configure:

• E-Mail Server POP addresses. Configure the email.from-addresses option with the value $EMAILSERVER$.
• An option that references a Business Attribute. Each Business Attribute Value corresponds to a "From" Address, where Name is the actual address, Display name is the human-readable name displayed to the agent, and Default tag is used to display a default value in the combo box that is used by the agent to select an address.

End