Nortel Contact Center Manager, Installation And Maintenance Manual

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1114 Contact Center Multimedia/Outbound
Configuring e-mail settings and routing Standard 7.16
Configuring rule output actions
An e-mail that matches a particular rule must be assigned to a skillset, or closed.
An auto-response can be created to reply to the e-mail.
Examples:
In the magazine example, if the subject line contains the correct text, then a
brochure about the investment can be automatically sent to the customer. No
interaction from an agent is required. The rule for the e-mail about “Good
Investing” can ensure a specific response to the customer e-mail message: send
an auto-response (with the brochure as an e-mail attachment) and then close the
contact.
An e-mail arrives from the most important client of the company. A rule ensures
the following response to the e-mail: assign a skillset named “VIP” and add a
high priority to the e-mail message.