Adding email to Multimedia Contact Center

Adding email enables Multimedia Contact Center to retrieve a contact center’s email from an email server and route interactions to the appropriate queues and agents. To see supported mail servers and mail server requirements, see "Integrating Multimedia Contact Center with mail servers" and "Mail server requirements".

Administrators can add only a single email media server to YourSite Explorer. Before deleting an existing media server, see "Deleting multimedia media servers" for important information.

Note:

Administrators must configure SMTP and IMAP or EWS connections to Multimedia Contact Center before adding email. See the appropriate sections of this guide for relevant information and procedures.

To add email to Multimedia Contact Center, administrators must

Add an email media server to YourSite Explorer
Specify the media server's name and site
Apply inbound routing rules to contacts retrieved from the email server
Associate mail servers to the email media server, to begin routing

See below for the corresponding procedures. To disassociate mail servers from the email media server, see "Disassociating mail servers from email media servers".

Optionally, administrators can

Create Response workflows
See "Applying response routing rules to interactions".
Specify Data Summary Options, such as indicating that the contact center operates 24 hours a day
See "Extending reporting and agent shifts over midnight".
Specify advanced configuration options for handling email, such as customizing case and ticket number information in email subject lines
See "Configuring Advanced options for email media servers".

To add an email media server to YourSite Explorer

Click the Multimedia tab and select Media servers > Add > Email.

To specify the media server’s name and site

Select the email media server and click the General tab.
Type a Name to identify the server for management and reporting purposes.
Note:
The Media Server ID field is populated with a unique number after the media server is saved.
After Site, click the Browse button and select the media server’s location.
To add a new site, see "Adding sites".
Click Save.

To apply inbound routing rules to contacts retrieved from the email server

See "Applying inbound routing rules to interactions".

To associate mail servers to the email media server

On the General tab, after Mail Server(s), click the Browse button.
Select any email accounts to associate to Multimedia Contact Center and click OK.
Note:
All outgoing email is sent through these accounts, and the system retrieves emails from the accounts' associated Inboxes.
Click Save.