Configuring CyCC for Email Queuing

Overview

CyCC can integrate with email servers thus emails can also be routed by CyCC. The emails are treated like a caller in a queue and will be routed to the next available agent. Options can be set so that Agents with an email task can be set to busy so they don't take calls or be available at all times for both. Agents can categorize the tasks completed by administrator assigned lists so that results and totals can be provided in real-time statistics to the wallboard and for review in historical reporting.  The CyCC Real-Time screens and also historical reports log and present traffic and statistical details for Email queues tasks and performance just the same as live calls in the system features.

The Email Queuing feature also enables voicemail and faxes to be queued provided customer the necessary gateway applications that convert them into email notifications.

Email Sent to Support by Customer

Email is now being processed By CyCC, Queued & Presented to an Agent.

Agent Screen – Agent will go into a busy break status and the email will be sent to the agents inbox.

Additional System Requirements:

• Mail server that supports IMAP protocol for inbound email queuing, and SMTP protocol for outbound email delivery. CyCC can also communicate with Microsoft Exchange Web Services or Microsoft Exchange On-Line Web Services.
• For Voicemail queuing, additional Unified Messaging System (UMS) such as Callware Callegra.UC is required to produce email notifications when a voicemail is received.

For Fax queuing, additional Fax Gateway such as Callware Callegra Fax is required to convert fax into email.

Configure SMTP

The SMTP node in CyDesk Manager must be configured with one SMTP profile.

Configure Agent

Each agent that handles email must be configured with their email address.

Configure Queue

Create / edit the queue that will be used to route the emails. (Queue type: Email)

Assign the agents on the Agents tab.

Select the SMTP profile on the Email tab and set other options accordingly.

If ‘Enter Completion Code for Each Email’ is enabled, you also need to add the Completions.

Configure Email Server Integration Profile

Go to the Email Queuing node under Administration node in CyDesk Manager and configure all email accounts that will be distributed with CyCC. One email integration profile is able to multiple connections to different email servers, with different connection methods, and accessing different accounts. Please consult Configuring Email Server Integration Profiles for more information on the configuration in this tab.

Configure CyDesk Email Service

The email service is included when CyDesk is installed however it is not enabled by default.

Open CyDesk Manager. Go to the Options   Configure and click Services node under Configuration node. Right click 'CyDesk Email Service' and click 'Configuration Service' to install the service if it is not installed. Do not start the service. Click 'Close'.

Right click 'CyDesk Email Service' and click 'Settings for CyDesk Email Services', and select the email server profile that has been created and click 'OK'.

Right click 'CyDesk Email Service' under Status Column and click 'Start CyDesk Email Service'.