Nortel Contact Center Manager, Installation And Maintenance Manual

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1116 Contact Center Multimedia/Outbound
Configuring e-mail settings and routing Standard 7.16
f. Click Close to close the Skillset Settings window.
3 In the Contact Type box, select the type to assign to the contact if the
contact matches the rule.
4 In the Contact Priority box, select the priority for the contact if the contact
matches the rule.
5 To configure a rule that is applied when the contact center is closed, Select
the
This rule will use Office Hours check box.
Note: Default hours are configured for office hour times in your contact
center. For information about changing the open and close times, see your
Multimedia Administrator online Help.
Note: You can only create one out of office hours rule.
6 To close the contact when a match to the rule is found, select the This Rule
will close the Contact check box.
Adding an auto-response to the rule
Auto-responses are used to send messages to a sender. An auto-response can
perform one of the following objectives:
„
provide the customer with their Web logon ID and password (password
reminder auto-response)
„
inform a customer the office is closed (out of hours auto-response)
„
acknowledge the receipt of an e-mail contact (regular auto-response, or an
auto-acknowledgement)
„
provide specific information in response to rule inputs (regular auto-
response)
A password reminder auto-response and an out of hours auto-response are
configured by default. You cannot delete the default auto-responses. You can
create the number of regular auto-responses your contact center requires.
Configuring an auto-response for a rule is optional.
To select an auto-response for the rule
1 On the Rule Configuration Wizard - Output Criteria window, under Auto-
responses, select a response you want to use for this rule.
To create a new auto-response, perform the following steps: