Contents

Email and the Current Interaction view

Your currently selected email interaction appears in the Current Interaction view. Use this view to preview the content of an incoming interaction without picking it up. You also compose email messages or replies to email interactions in this view.

Incoming Interaction

1	Incoming Email	To display or preview an ACD-routed email interaction, select it in My Interactions. Click Pickup to accept the email interaction. Note: An Email configuration option controls whether inline images and other linked content appear in incoming email messages.
2	My Interactions toolbar	Use the My Interactions toolbar to manage the original ACD-routed interaction. For example, you can place the interaction on Hold and reply at a later time.
3	Selected Email	View and manage the selected email interaction in the Current Interaction view.
4	Show / Hide Details	Click Show Details to display the complete email addresses in the To, Cc, and Bcc fields. Click Hide Details to display only the addressee names.
5	Secure Email icon	The icons for secure email interactions identify whether CIC verified the email message's digital signature.
6	Attached file(s)	Any files attached to the email interaction appear here. Depending on the browser you use, you can click on the attachment to download, open, or save the file. Note: If your browser supports playing a particular type of audio file, a Play button appears in place of the file type icon. Click Play to play the complete audio file. During playback, a Stop button replaces the Play button.
7	Current Interaction toolbar	Use the Current Interaction toolbar buttons to reply to or forward the ACD-routed interaction. Note: This creates a new interaction linked to the original interaction.

Outgoing Email Interaction

The Current Interaction view changes to an email editor when you send an email message on behalf of a workgroup.

1	Email interaction	When you select an email message in My Interactions, it appears in the Current Interaction view.
2	My Interactions toolbar	The My Interactions toolbar contains buttons for the basic functions for managing an email interaction: picking up, holding, transferring and disconnecting.
3	Sidebar	Use the My Interactions sidebar area to add notes or assign codes to this email message.
4	Current Interaction	The Current Interaction view becomes an email editor when you create an email message.
5	From To, Cc, Bcc Subject Attached	This area contains the standard email message address fields. When you send an email message on behalf of a workgroup, the From address defaults to the selected mailbox address for that workgroup. Click the To. Cc, or Bcc buttons to add addresses. Use commas to separate multiple addresses. Address tokens: Notice that after you finish typing an address, it changes from plain text to an address token. An address token represents the address. You cannot edit an address token, but you can delete it by clicking the X. Supply a Subject. Note: Subject is limited to 1024 characters in the CIC client. However, many email clients have much smaller limits so the recipient may see a truncated subject line. The Attached section displays the names of attached files. The Attach File button enables you to attach additional files. Note: You cannot attach an empty file (a file with a size of 0).
6	Show Cc/Bcc Hide Cc/Bcc	Click this control to display or hide the Cc and Bcc address fields.
7	Current Interaction toolbar	Use the toolbar to format text, insert hyperlinks or upload images. For a description of the Current Interaction toolbar, see Reply to an HTML Email Message.
8	Composition area	Compose your reply to the email message here. You can: Type a response. Copy and paste text to or from a Windows application. Locate and insert a Favorite Response or a system-wide response in your reply. Tip: Different email clients at your customer sites can interpret line endings differently. To avoid this problem, press Shift+Enter to create a new line. Press Shift+Enter twice to create a blank line between two lines of text. This creates line endings that all email applications can reliably interpret.

Email Reply

The Current Interaction view changes to an email reply view when you select the email reply in My Interactions.

1	Email reply	An email reply is linked to the original incoming ACD-routed email interaction. When you select a reply in My Interactions, it appears in the Current Interaction view. Notice that more than one email interaction can be associated with the original email interaction.
2	My Interactions toolbar	The My Interactions toolbar contains buttons for the basic functions for managing an email interaction.
3	Sidebar	Use the My Interactions sidebar area to add notes or assign codes to this email reply.
4	Current Interaction view	Compose your reply in this view.
5	From To, Cc, Bcc Subject Attached	This area contains the standard email message address fields. The To field defaults to the sender of the original email message. Click the To. Cc, or Bcc buttons to add additional addresses. Use commas to separate multiple addresses. Address tokens: Notice that after you finish typing an address, it changes from plain text to an address token. An address token represents the address. You cannot edit an address token, but you can delete it by clicking the X. Note: Responses to messages sent with an alternate "Reply-To" address are delivered to that address. If you selected Reply All, replies are delivered to the "Reply-To" address and all of the original recipients, but not to the sender’s original address. Subject defaults to the subject of the original email message. Note: Subject is limited to 1024 characters in the CIC client. However, many email clients have much smaller limits so the recipient may see a truncated subject line. The Attached section displays the names of attached files. The Attach File button enables you to attach additional files. Note: You cannot attach an empty file (a file with a size of 0).
6	Show Cc/Bcc Hide Cc/Bcc	Click this control to display or hide the Cc and Bcc address fields.
7	Formatting toolbar	The text formatting toolbar appears in the E-mail Reply window under certain conditions: If the original ACD-routed email message is formatted using HTML, you have the option of using text formatting tools in your email reply. For more information, see the toolbar description in Reply to an HTML Email Message. If you are creating an email message to send on behalf of a workgroup, the text formatting tools are always available to you. If the original email message was sent in plain text (no formatting), the formatting toolbar does not appear. Your email reply is sent in plain text.
8	Reply area	Compose your reply to the email message here. You can: Type a response. Copy and paste text to or from a Windows application. Locate and insert a Favorite Response or a system-wide response in your reply. Tip: Different email clients at your customer sites can interpret line endings differently. To avoid this problem, press Shift+Enter to create a new line. Press Shift+Enter twice to create a blank line between two lines of text. This creates line endings that all email applications can reliably interpret. When you select a reply or forwarded email in My Interactions, Send is available in the Current Interaction view toolbar.