To add a new email account, from where to retrieve emails to the ACE system, open the ACE Admin Email and work item accounts window
Start by clicking the Add… button to open a new window where you can enter information about the account. You also have the option of pressing the Insert button on your keyboard or selecting Add in the context menu which will open with a right-click.
For each new added account, the following facts are required:
- The account’s username, i.e. what is entered before the separator in an email address. Note that ACE will add the character @.
- The password connected to the username.
- Confirmation of entered username.
- The number of the POP server port used
to retrieve emails to the ACE system, usually 110. - The name of the POP server from which to retrieve the emails, e.g. the domain name of the company’s email server.
- The name of the SMTP server used to send emails to an agent. The SMTP servers configured under the SMTP servers tab will be presented to choose from in a drop-down list.
- Return address is used as automatic answer address, if you have configured automatic answer. This address can be a ”Noreply” address.
- Alternative addresses are the public addresses that the agent shall be able to pick as sender in outgoing emails. In the drop-down menu seen in ACE Agent, the Mail reply, the From field, you primarily see the address the customer sent his email to, but the agent can choose one of the addresses you have entered in Alternative addresses. They are automatically sorted alphabetically. At the top of the agent’s drop-down menu, the address specified as Return address above is seen as well. To enter more addresses, you type them separated by semi colon ; such as adressa@companya.com;adressb@companyb.com.
The “To address” of an incoming email is allowed to be used as “From address” in the reply email, if the address is configured in an entrance in the agent’s organisation area. It is strongly recommended to configure an address in no more than one entrance as this gives the opportunity to precise connections between addresses and entrances as the From address determines which entrance that is connected to an outgoing email. This also enhances the possibility to set the correct errand type for an outgoing email.
By using the OK button you close the window and save any changes made. If you click the Cancel button the window will close without changes being saved. If you switch to another tab or select the Work Item radio button after you have made some changes, you will be asked whether you want to save the current changes or not.
Important about configuration of email accounts
For each new account, an entrance will automatically be created. All entrances can then be seen in the Entrances, menu choices and task types window under the Routing | Entrances and menu choices... menu choice.
It is possible to define more accounts than you actually want to use at the present. To this end you have the option of enabling and disabling the accounts’ connections to ACE Email Server. If you tick the check-box next to an account name, this account will be connected to the server.
An email is considered belonging to an entrance if its “from address” is one of the addresses specified as alternative addresses or as a return address for a specific entrance.
Change account information
In order to change information about an account, you first select the account name from the accounts list. You will be presented with information about the selected account in the bottom part of the window.
The username and the POP server name will be presented in light grey since they cannot be changed.
Any changes made will be displayed in purple text until you have clicked on OK to save the changes.