Avaya Customer Interaction Express 1.0, User Manual

Page: 249 / 344

Setting up UMR
Edition: 1.1 03/08/2007 249
Setting up UMR
We will set up a sample topic, agent group and agent. We will then create a simple task flow. This will allow
us to test the UMR features in the CIE system.
Connecting a CIE system to mail systems
The UMR system receives email messages via SMTP or can retrieve messages from a mail server
account using the POP3/IMAP4 protocol. We recommend leaving copies of messages on the mail server.
If you use SMTP, you must configure the mail server to send only a copy to the UMR system. If the UMR
server retrieves the messages and a copy must stay on the email server, use the IMAP4 protocol.
The UMR system can receive faxes and SMS messages directly if you use the correct configuration. To
use the fax gateway, you must integrate an ISDN card. To use the SMS gateway, you must connect an
SMS modem to the UMR system. If you use a C3000 UMS system, you can use these hardware resources
together.
The SMTP protocol is used for sending email messages (replies, forwards of customer messages). You
must configure the correct relay host on the mail server for this purpose.
Faxes and SMS messages are sent directly using the hardware mentioned previously.