Document
and actions
Explanation
Reply and
Forward
You can choose whether to send an reply with or without the
original text.
The text of the original document is incorporated when you
send a reply or a forwarded document. The formatting is
retained in HTML emails. A header is generated and placed
before the text.
Example:
-----Original Message-----
From: <Sender of the original message>
Received: <Date and time the original
document was received>
To: <Recipient of the original message>
Cc: <Cc recipient of the original
message>
Subject: <Subject of the original message>
[..] Text of the original document [..]
Attachments to the original document are not incorporated
into replies.
Attachments to the original document are included in
forwarded documents.
You can discard an active reply/document for forwarding by
clicking on the
Delete
button in the action bar. The original
document is then automatically re-displayed.
Replies that have not yet been sent and documents that are
yet to be forwarded are saved when the document is closed
and remain linked to the original document. The original
document is marked with a corresponding icon. They are not
displayed on the
Drafts
folder.
For each original document there can only ever be one 'active'
reply or document for forwarding.
You can send any number of replies to an original document.
You can forward an original document any number of times.
Once a reply has been sent or a document forwarded, the
status icon for the original document reverts to the standard
icon (with no active reply/document to forward).
The original document cannot be closed out/exited while an
answer exists that has not yet been sent or deleted or a
document is waiting to be forwarded or deleted.
Delegate
When delegating (assigning) a document, you can select the
agent or topic to which the document is to be delegated from
a list of possible destinations. The destinations available at
that time are displayed for you to select from. In addition, a
note can be added. The transaction can be canceled.
Send
Either the actual agent or a topic can be entered as the sender
of an email/reply/forwarded document. For replies, the
default is to use the topic via which the document entered the
system. For forwarded or new documents, the agent is
entered as the sender by default. Any topic for which the
agent in question has authorization is available for use.
30
•
Operation
User Manual CIE 1.0 WebClient
