Basics about CallGuide Email

All emails entering a company’s email system can be distributed via CallGuide, provided the CallGuide solution is configured to do so.

CallGuide Email is the part of CallGuide retrieving emails from the company’s email system. It also takes care of identifying and distributing emails to the appropriate agents. Technically the CallGuide Email concept consists of a CallGuide Account Server and one or more CallGuide Email Servers.

CallGuide Email basically operates in the same way regardless of whether the agents process their emails in a separate email program or use the built-in email function in CallGuide Agent. Both methods can exist in the same solution. Emails that can be handled in a separate program when the contact itself is handled in CallGuide Agent are the more traditional ones. Contacts from e.g. Facebook and Twitter, or Workitems, can strictly technically be regarded as emails but cannot be routed out from Telia CallGuide. Consequently, these variants of emails must be handled completely via CallGuide Agent.

Agents processing emails in a separate external email program must have an email address specified in the User accounts window in CallGuide Admin. If emails will be processed in CallGuide Agent’s built-in read and write window, the field for email address in the User accounts window in CallGuide Admin may be left empty. In this case you will have to specify a return address under the Accounts tab in CallGuide Admin’s Emails and work item accounts window.

Accounts and entrances for email

The specific destination from where a CallGuide Email Server should retrieve emails is configured in the Email and Work Item accounts window, the Accounts tab.

When you have entered the names of the email accounts (existing in the company’s email server) from which the CallGuide Email Server should fetch email, the following will happen:

1. For each new account added in CallGuide Admin a new entrance will automatically be created. These entrances can thereby be seen in the Entrances, menu choices and task types window under the Routing | Entrances and menu choices... and also be selected in the Contact routing window, under the Email tab.
2. The account information you have entered will be transferred to CallGuide Account Server.
3. CallGuide Account Server will regularly poll (check periodically) all specified accounts.
4. When an email arrives to one of these accounts in the email server, CallGuide Account Server will read the email in order to transfer it to the email server upon a request to receive a new email for this specific account.

Actions for email

CallGuide Email Server will analyse all emails that have arrived. Any result from this analysis will be sent as an automatic reply to the sender. You regulate exactly what will happen by i.a. configuring

• method for configurations,
• pattern matching,
• automatic answer.

Using the analysed email, CallGuide Email Server creates a contact placed in a queue in CallGuide Server. When the time has come to deliver the contact to an agent’s CallGuide Agent, CallGuide Email Server sends a signal to the company’s email server. This signal means that the physical email should be delivered to a specific agent’s email address. The agent then processes the contact in CallGuide Agent and the email in his external email client.

Useful detailed facts about email

• Queues and contact routing for email is handled in the same way as for other media.
• If the agents will be processing emails in an external program, their email addresses must specified in the user account for each agent.
• If an email is generated by a computer program, CallGuide will erase the email without creating a contact. The Email Account Server looks at e.g. the email header for texts such as Auto‑Submitted and Auto‑Forwarded.
• Agents have the option of ending emails via the Interaction View function, if, for example, a number of similar letters have arrived from the same sender, or so-called spam. For this, the agent requires access to this function, and that the emails have not been routed to an agent, meaning that they are in Created or Queue status.
• If you just want to deliver the email contacts, without moving the actual emails to the agents’ email boxes, you can, in the open interface for email, set a specific so-called flag with the meaning Deliver email without a physical email. This can be used if you have configured your system for so-called screenpop from an external email system, meaning that the email is routed differently than the contact. As the contact is delivered to the agent, CallGuide makes a screenpop towards another system, where the email is opened automatically and is seen on the agent’s screen.