Contents

Forward an Email Message

ACD-routed email messages appear in My Interactions. You can forward these ACD-routed email messages to another CIC user or workgroup. If the designated transfer recipient does not pick it up, the CIC server returns the email message to your user queue and places it on hold.

Tip: You cannot transfer an incoming email interaction until you send or disconnect all the email reply interactions that are associated with the original email interaction.

Note: If the original email message contains an attachment, it automatically remains attached to the email message if you forward it. However, you can delete the original attachments before forwarding the email message.

To forward an email message:

Pick up or reopen an email message.
In the Current Interaction view, click the Forward button.

In the My Interactions view, expand the incoming email interactions. Select the new email interaction associated with the original email message.

Tip: Forwarding an email is similar to an email reply. See Email and the Current Interaction View.

In the Current Interaction view, address the email message by doing one of the following:

Tip: Click Show Cc/Bcc to display carbon copy or blind carbon copy address text boxes.

- In an address text box, type the addresses of the email message recipients, separating each address with a semi-colon (;).
- In an address text box, type all of part of the recipient’s name. Click the "Search for" prompt. Select a name from the list of matching names.

Note: This list contains matching email addresses that are configured on your Exchange server — typically, your company’s employee email addresses.

Optionally, do one of the following:
- If you do not want to forward files attached to the original email message, in Attached, click the x next to any file name.
- Click the Attach File link to attach a file to the forwarded email message.

In the reply area in the Current Interaction view, type any text you want to add to this forwarded email message.

Tip: Use Response Management to insert a stored response. For more information, see Use Response Management in an Email Message. You can also use any of the available tools to format your message. For a description of these tools, see Reply to an HTML Email Message.

Optionally, assign an Account code in the Interaction Properties sidebar.

Tip: For more information, see Assign Codes to an Interaction.

Optionally, add notes or comments in the My Interactions Interaction Notes sidebar.

Tip: For more information, see Add Notes to an Interaction.

Do one of the following:
- To send this email to the addressed recipients, in the Current Interaction view, click Send.

Result: The forward email message is sent and its state changes to Disconnected in My Interactions.

- To save this email message, in My Interactions, click Hold.

Result: The email message is not sent. You can pick up this interaction later, make any necessary changes or additions and then send it.

After you forward the email message by clicking Send, select the original email interaction in My Interactions and click Disconnect.