Configuring Advanced options for email media servers
Configuring Advanced email options enables administrators
to
- Customize case and ticket number information in email
subject linesNote:
Using aliases or distribution groups ensures that an email sent to two contact center addresses will share the same case number. A single email sent to addresses on different mail servers will generate different case numbers. For more information, see "Integrating Multimedia Contact Center with mail servers".
- Remove case and ticket numbers from email subject lines
The following configurations take place in Multimedia > Media servers.
To customize case and ticket number information in email subject lines
Note:
- This option must be enabled for preferred agent routing to function. See "Routing contacts with the Offer to Preferred Agent activity".
- This option must be enabled to search contact history by case in Ignite.
- Select the media server and click the Advanced tab.
- Deselect Disable auto case and ticket number generation.
- After Case Prefix:, specify the prefix identifying case numbers.
- After Ticket Prefix:, specify the prefix identifying ticket numbers.
- Click Save.
To remove case and ticket numbers from email subject lines
- Select the media server and click the Advanced tab.
- Select Disable auto case and ticket number generation.
- Click Save.
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