Nortel Contact Center Manager, Installation And Maintenance Manual

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1106 Contact Center Multimedia/Outbound
Configuring e-mail settings and routing Standard 7.16
When an e-mail comes into the contact center, a rule checks to see if the
keywords “Good Investing” are in the e-mail subject. If a match is found, then
the rule is followed (if the rule is enabled). If the keywords are not in the e-mail,
the e-mail does not match the rule, and the remaining rules are checked.
In the second example, if an e-mail arrives at the contact center from a very
important client, you can create a rule to route this client’s contacts to a skillset
that is assigned to a highly specialized agent. You can assign a specialized
skillset to the important client by creating a sender group that includes this
client’s e-mail address.
When an e-mail comes into the contact center, the rule checks to see if the
sender address matches the very important client. If it does, then the rule is
followed (if the rule is enabled). If the sender address does not match the rule,
then the remaining rules are checked.
Adding keyword groups to the rule
A keyword group is a list of words or groups of words that you can search in an
e-mail message. Keyword groups associate keywords and expressions
considered important by the contact center to be handled in a particular way—
assign a skillset, close the contact, or send an auto-response.
Keyword groups are optional; however, you can use up to three keyword groups
as input parameters for your rule.