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Working with Email Messages

Requirements: To work with email messages, you or the workstation you select when you log on need an ACD Access License associated with the Email interaction type. To pick-up and read ACD-routed email messages, you must belong to a workgroup configured in Interaction Administrator to receive email messages. To create an outbound email interaction, you also need the View User Queues or Modify User Queues right to your own user queue. To create an outbound email interaction, you also must be a member of a workgroup configured with an outbound email mailbox. To view an alerting or connected email message on a workgroup or user queue, you need the rights to the Preview action under the Monitor User Queues, or Monitor Workgroup Queues Access Control rights. If you have any questions about licensing and workgroup configuration, see your CIC administrator.

You can use the CIC client to read and respond to ACD-routed email messages or to send email messages on behalf of a workgroup. You can also use a directory entry to address an email message and then send it using your own email program. There are several different types of email messages associated with the CIC client:

ACD-routed email message

An ACD-routed email message is sent to a mailbox associated with a workgroup. This message is then routed to the workgroup members as an interaction. Like any other interaction, an ACD-routed email message can be included in Customer Interaction Center reports and statistics. You can pick up an ACD-routed email message from My Interactions or any workgroup queue you are monitoring.

Note: An email message sent to your work email address appears in your email program Inbox as usual.

Reply to an ACD-routed email message

A reply to an ACD-routed email message is an interaction that is processed and sent from the CIC client. Like any other interaction, these email message replies can be included in Customer Interaction Center reports and statistics.

Email message sent on behalf of a workgroup

You can create and send an email message on behalf of a workgroup to which you belong. This interaction can be included in Customer Interaction Center reports and statistics.

Sending an email interaction is not the same as replying to an ACD-routed email message, in that you begin the interaction. Nor is it the same as using a CIC directory entry to address an email message that you send using your default email program.

Email message addressed by using a CIC directory entry

You can use a directory entry to address an email message, but send the message using your default email program. This feature makes it convenient to send email messages to people and businesses represented by directory entries. It requires that you have a correctly configured email program installed on your system. This email message is not an interaction and is not counted or tracked in Customer Interaction Center reports and statistics.