Nortel Contact Center Manager, Installation And Maintenance Manual

Page: 1094 / 1618

1094 Contact Center Multimedia/Outbound
Configuring e-mail settings and routing Standard 7.16
2 To add a new barred address, click New .
Result: The New Barred E-mail Address window appears.
3 In the Address box, type the e-mail address that must be barred.
4 Click Save to save the new barred address.
5 Click Close to close the Outgoing E-mail Configuration box.
Configuring encoding for outgoing e-mail
The Contact Center Multimedia E-mail Manager is designed to reply to an e-
mail message using the same character set as the inbound e-mail. For example, if
an e-mail arrives to the contact center with Latin-1 encoding, the reply from the
agent desktop or the auto-response is sent in Latin-1. The purpose of the design
is to ensure that the customer e-mail client can understand the format of the
message sent from the contact center.
If the customer sends an e-mail in English and receives either an agent response
or an auto-response in another character set, there is no way to know if the
customer e-mail client can decode the new character set. Nortel recommends
that if you use an auto-response, you use the rules capability to search for words
in the expected languages (for example, Japanese or English) to ensure that an
auto-response sent matches the language of the inbound e-mail.
If the original e-mail is encoded with the Latin 1 characterset (ISO-8859-1), you
can choose to reply in Latin 9 character set (ISO-8859-15) to provide support for
the Euro Currency Symbol. The Euro Currency Symbol is not included in the
Latin 1 character set, instead, it is represented by a question mark (?). Not all
recipients understand the Latin 9 character set, and the reply e-mail can be
perceived as a blank e-mail. Nortel recommends that only contact centers in
Europe use Latin 9 encoding.