Email Service: Mailbox Settings

Description

A text description of the mailbox. This description is not used by the system. It is for your reference only.

Active

Only mailboxes that are marked active are processed.

Company ID

The Emplifi Agent Company ID for which cases are created and processed.

Warning Threshold Level

Sets the threshold level for emails in the mailbox. When the threshold is exceeded an alert is sent to the quarantine email address.

The Threshold is related to the number of emails received. It uses the email address specified in the Quarantine settings, but this limit has nothing to do with the Quarantine process.

Inbound Queue/Mailbox Name

POP3/IMAP Integration: Enter the name of the POP3/IMAP mailbox or username.

Emplifi Agent Interaction Integration: Enter the name of the Emplifi Agent Interaction queue where inbound mail is located.

Exchange Web Service (EWS): Microsoft is disabling this service. Please note the following:

• New users - Microsoft Office 365 no longer allows EWS access to individual mailboxes. You need to use Graph.

• Active users- Microsoft Office 365 will allow EWS access to individual mailboxes until the second half of 2021. At that time, administrators will need to switch from EWS to Graph.

Graph: Enter the mailbox name.

Setting up the permissions for the Graph service will require the assistance of your Office 365 administrator. See Email Service: Graph Integration Settings for more information.

POP3 Server / IMAP Server

POP3/IMAP Integration: Enter the IP address or DNS host name of the POP3/IMAP server.

By default, the Email service uses the following port numbers to connect to the mail server:

If your mail server uses a different port number, an alternate server port can be specified by adding ":{port #}" to the end of the server name.
For example: "mymailserver.com:5678"

Exchange Web Service: Enter the IP address or DNS host name of the EWS server. For example, <servername>/EWS/Exchange.asmx.

Emplifi Agent Interaction Integration: Not applicable.

Graph: Not applicable.

POP3 / IMAP Password

POP3/IMAP Integration: Enter the password associated with the designated POP3/IMAP mailbox.

Exchange Web Service: Enter the password associated with the designated EWS mailbox.

Emplifi Agent Interaction Integration: Not applicable.

Graph: This field is not applicable for Graph and will not display.

Test

Click the Test button to test the authentication for the PCEmail service. This test will only validate the credentials of the following integration types:

• POP3

• IMAP

• EWS

You will receive a success or failure message, depending on the test results.

Graph: This field is not applicable for Graph and will not display.

Application ID

Graph: Enter the Application ID used for Office 365.

Tenant ID

Graph: Enter the Tenant ID used for Office 365.

Client Secret: Edit

Graph: Click the Edit button to add/change the Client Secret. Enter the Client Secret that was used when setting up Office 365 permissions. For information about setting up Office 365, see Email Service: Graph Integration Settings.

Test

Graph: Click the Test button to test the authentication for the PCEmail service. You will receive a success or failure message, depending on the test results.

Use SSL

Select this check box to have PCEmail use an SSL connection to the mail server.

Max to Process

Enter the maximum number of messages to process in a single round.

Each time the service goes to process emails, it accesses each mailbox in a round-robin fashion. Limiting the number of emails that are processed in each mailbox prevents any one mailbox from monopolizing the service if there is a sudden deluge of emails.

De-Dup Emails

This option tries to identify and ignore duplicate emails. An email is considered a duplicate if the sender, subject, and sent date are all identical.

Pre-Process Tags

If this option is selected, the Import Form processing logic is run and all identifiable "tagged" data are automatically moved to the proper fields on the case.

Normally you should leave this option cleared, unless you are using the auto-response feature. The same logic is run automatically when the agent processes the case.

The problem with using this option under normal circumstances is that it can be difficult for the system to identify an address record. It tries to resolve the address based on address search rules where the "auto" and "unique" flags are checked. However, results can be erratic.

Prioritize Form Data For Address Element

When the Pre-Process Tags box is selected, the Prioritize Form Data For Address Element check box is available. Selecting this check box saves the import form customer data rather than existing customer data already stored in the Agent database.

If this box is clear, then the normal process is run and the customer address is added to the case, without considering the import form data.

Parse Company ID

Select the check box to specify the inbound email contains the Company ID where the case should be created. The email body must contain the tag “EmplifiPowerCenterCompanyId:” followed by a valid company ID.

If the tag value is not defined or the company supplied is not valid, the system will use the Company ID defined above.

Sender Email From Tags

Under normal circumstances, the sender's email address is taken directly from the email header information.

However, some Web forms submit all emails as a single address, rather than as the address of the person who filled out the form. In that case, the sender's email address is usually identified by a tag in the message body.

Insert Email Headers

This option allows you to include certain information from the email header along with the message body on the case text entry.

• None: No additional information is included.

• From Address: The "from" address is included.

• Full: The "from" address, received date, and message subject are all included.

• Full with TO/CC: The full header information is included, along with the "to" address and the carbon copied address.

Include From Email Id

Select this option to include the sender email identification.

Quarantine Type

This setting determines where the quarantined email is sent:

• Internet Mail (SMTP): This allows the bad email to be forwarded to another mailbox via SMTP (standard Internet mail). This setting can be used regardless of the Integration Type.

• Emplifi Agent Interaction: Bad emails are sent to another queue within the PCI system. This setting can ONLY be used if the Integration Type is also Emplifi Agent Interaction. For information about Integration Type, see Email Service: Inbound Mail Server.

• ICELib: Bad emails are sent to another queue within the PCI system. This setting can ONLY be used if the Integration Type is also ICELib.

• Graph:This option is not yet supported. For information about Integration Type, see Email Service: Inbound Mail Server.

Queue / Mailbox Name

If the Quarantine Type is set to POP3, enter the email address where quarantined emails should be sent (for example, "johndoe@acmecorp.com").

If the Quarantine Type is "Emplifi Agent Interaction", enter the extension of the PCI queue where the email should be transferred. This could either be either another PCI queue or an agent.

Graph: Enter the email address where quarantine emails should be sent. This setting will override the default value provided in the Inbound Mail Server. If this field is blank, then the system will use the default mailbox in Inbound Mail Server to send quarantine emails and Threshold alerts.

Use Emplifi Knowledge

Select this check box if you want to integrate the mail processing with Emplifi Knowledge.

In integrated mode, the text of the email is analyzed by the Emplifi Knowledge Server, and any appropriate responses are identified. Based on the most likely response, attributes can be set on the case, and the case can be automatically routed to the appropriate agent/queue.

Emplifi Knowledge Server is only used on emails for new cases. It is bypassed when the email is related to an existing case.

Emplifi Knowledge Server

Enter the server where Emplifi Knowledge is located.

Emplifi Knowledge TouchPoint

Enter the Knowledge TouchPoint.

Allow Automatic Responses

Select this option if you would like the PCEmail service to be able to automatically respond to emails based on the Emplifi Knowledge Server lookup.

Auto-Response Certainty (0 - 100)

Each response generated by the Emplifi Knowledge Server is assigned a certainty value between 0 (uncertain) and 100 (certain).

Before any response is used as an automatic response, the certainty level must be at least as high as the value entered in this field.

Auto-Response Template

Select the letter template to be used for generating automatic responses.

Find Existing Case Prefix

The PCEmail service can automatically identify responses to existing cases and attach the replies directly to that case rather than creating a new case.

To be able to identify the case, the case ID must appear somewhere in the message subject or body in a standard format. This can be accomplished when you define your letters.

For example, a message subject might look like the following:
RE: Your comment about our stores (Ref #15239)

In the above example, the case prefix is "Ref #." That is the value that you would enter into this field. Make sure to enter the text exactly as it displays in the subject, including any spaces. The email processor assumes that the text which follows is the Case ID, and it tries to attach the email to that case.

Prefix Search Area

When searching for a reference to an existing case, the PCEmail service can look in the message subject only, or the message subject and body. You select which one here.

Assoc. Email Text With

Select the option to control which Issue the Case Text row containing the new email is associated to.

• Case - Work as before, associate it to no Issue.

• First Issue - Associate it to the first Issue on the Case.

• Last Issue - Associate it to the last Issue on the Case.

Pre-Process Tags To Existing Case

Select this check box to run Prep Tags automatically when the Email is processed on the Server, applying the changes to the existing Case found via the Prep Tag rules.

This feature supports the automatic import of Satisfaction Surveys taken for Cases.

You can use this feature with any Prep Tag rules. However, remember that with an existing Case, any Address migration changes the information on an existing address that may have already been corrected and any existing Issues with manually entered data, so it should be configured with that in mind.

Also, there is no Threshold Data Collection or Address Searching performed when this feature runs. This is because both should have already been done, and no 'critical' issue columns are being added.

PCI Queue

When using PCI integration, this is the extension of the ACD queue where the case is transferred once the reply email has been processed and attached to the case. It then waits in the queue until an agent becomes available to handle the case, at which point it is automatically routed to that agent.

Email Text Type

The email message is automatically added to the case as a Case Text. Enter the text type code that you would like to have assigned to this text entry for emails that are added to an existing case.

Email text is supported up to 32KB (32,768 characters). Emails with text greater than 32KB are truncated.

Action Type Code

You can optionally select a transfer action that is automatically posted to the case.

Refer to Rep

If you select a transfer action, you should select the name of the rep (or Emplifi Agent queue) that you would like to be the transfer recipient.

Initial Rep

The name of this field may be different depending on your configuration.

Responsible Rep

The name of this field may be different depending on your configuration.

PCI Queue

When using PCI integration, this is the extension of the ACD queue where the case is transferred once it has been created. It then waits in the queue until an agent becomes available to handle the case, at which point it is automatically routed to that agent.

Email Text Type

The email message is automatically added to the case as a Case Text. Enter the text type code that you would like to have assigned to this text entry for new emails.

Email text is supported up to 32KB (32,768 characters). Emails with text greater than 32KB are truncated.

Action Type Code

You can optionally select a transfer action that is automatically posted to the case.

Refer to Rep

If you select a transfer action, you should select the name of the rep (or Emplifi Agent queue) that you would like to be the transfer recipient.

This value overrides the value in the Responsible Rep field.

Default Group

Enter the name of a Case Default Group. All of the values from this group are automatically set on the new case. For more information, see the Case Default Groups section below.

Process Attachments

Select this option if you would like to have email attachments added to the case as case attachments.

Be aware of the potential risk of viruses that using this option could create.

Both file attachments and inline attachments are processed.

Attachment Path

If you select the previous option, you must enter a path where attachment files can be placed by the PCEmail service so that they can be picked up and added to the case by the PCAS.

This is a temporary directory; files are removed from this directory once they are processed.

Make sure that you enter a path that can be accessed by both the PCEmail service and the PCAS.

Auto-Acknowledgement

Select this option if you would like to have the PCEmail service automatically send an acknowledgment to the sender of the email. The email acknowledgment will be sent for new and existing cases. When the Sender Email From Tags option is selected, the acknowledgment is sent to the email address specified in the body of the email.

The acknowledgment can say anything you like. It is usually something along the lines of, "We have received your email and will process it as quickly as possible."

When the automatic acknowledgment is sent, it will contain an “Auto-Submitted” header with the value “auto-replied”.

The system will not send an automatic acknowledgment when the received email has a header that states it is an auto response.

Auto-Acknowledgement Template

If you selected the auto-acknowledge option, you must select a letter template to use.

Default Email Sender

Enter a default email sender address for sending automatic acknowledgment emails.

Standard Response Template

This is the default letter template that is used when an agent begins generating a response to the email.

Priority

When multiple routing rules apply to a given email, the one with the lowest numbered priority is applied. If two rules have the same priority, the system picks one arbitrarily, so it is usually a good idea to assign a unique priority to each rule. When Priority is blank, the rule is ignored.

Search Field

Determines whether the system searches the Email Subject, Email Body, or both for the text entered in the next field.

Contains

The system searches the areas specified in Search Field for the text that is entered into this field. If the matching text is found, then this routing rule can be applied to the to the case. You may enter multiple search terms separated by a semicolon.

Action Type Code

Specify the Action Type Code (usually a Transfer action) to be posted to the case when this routing rule is applied. If you are not familiar with Action Type Codes, see Defining Action Type Codes.

Refer to Rep

Specify the user code or Emplifi Agent queue that is the recipient of the specified action.

PCI Queue

When using PCI integration, this is the extension of the ACD queue where the case is transferred once it has been created. It then waits in the queue until an agent becomes available to handle the case, at which point it is automatically routed to that agent.

Default Group

Enter the name of a Case Default Group defined below. If this rule is applied to a case, all the defaults in the indicated group are also applied. Note that this overrides any value in the Default Group field, above.

Default Group

Specify a name for the default group. Group names are arbitrary; however, make sure that all of the defaults that you want in the same group use the exact same name (including capitalization and punctuation).

Category

Select an A, B, or C Category code for which you would like to specify a default value.

CID

This is the Category code of the category selected in the previous field. The value is defaulted automatically when that field is filled in.

Code

Specify a code or value to use as the default value.

Precedence

If different default values have been specified for the selected category both here and in the KnowledgeServer, you must choose which one you want to take precedence.