Configuring Advanced email options enables administrators
to
- Customize case and ticket number information in email
subject lines
Note: 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:
- 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.