The Email and Work Item accounts window

The Email and work item accounts window has three tabs:

• Accounts,
  where you specify the organisation area’s accounts for email and work items, i.e. lists with the email accounts from where email is fetched and the entrances allowed for new work items.
• SMTP Servers,
  a list of all the SMTP servers in the CallGuide solution. The SMTP servers are used to modify and archive outgoing emails.
• Nodes,
  where the names of the CallGuide solution’s nodes, or junction points, are specified. Node names are the addresses used for communication between the server parts in CallGuide. An address consists of the server name in combination with the computer name, e.g. CallGuideEmail@computername.
  Major parts of CallGuide Server are implemented in the Erlang language. When nodes are mentioned in this document, the reference is to so-called Erlang nodes.

In the window below the Accounts tab you first select organisation area. Then you choose whether you will be processing email accounts or work item accounts by selecting a radio button in the right part of the window.

View email account information

If you have selected the Email radio button you will see the organisation area’s email accounts and their relation to existing CallGuide Email servers.

To the left you will see a list containing the email accounts from where emails will be retrieved to the CallGuide system. Selected check boxes show which accounts will be polled by each CallGuide Email Server. When a new email has been detected, it will be retrieved emails from the account to the selected organisation area.

When an account is selected in the list, more detailed information about the account will appear in the bottom part of the window.

View work item account information

If you have selected the Work Item radio button in the CallGuide Admin Email and work items accounts window you see:

• A list with the work item accounts (entrances) accepted by the CallGuide system.
• The filled check-boxes shows which accounts (entrances) the CallGuide WorkItem Server will accept for new work items in the selected organisation area.
• If the system parameter facebookEnabled is enabled, a column named Type is displayed after the account name. You can here specify whether the work item account is used for Facebook integration. When a Facebook account is selected in the list, more detailed information will appear in the bottom part of the window, such as:
  • The name, or id, of the Facebook page to be monitored.
  • The token used by CallGuide Facebook Adapter, for authentication on Facebook.
  • The subject to display for a contact, i.e. the text seen by the agent, e.g. in the support function.

For detailed instructions see Configuration Instructions CallGuide Facebook Integration.

Remove an email or a work item account

To remove an account and all its relations to email servers or work item servers, you select the account name in the list and click on the Delete button. You can also choose to press the Del key on your keyboard, or choose Delete from the context menu you open with a right-click.