Nortel Symposium Web Center Portal, Installation And Administration Manual, Page: 248 / 710

248 Nortel Networks Symposium Web Center Portal
Configuring e-mail for Symposium Web Center Portal Standard 2.0
Setting up an auto-response
Introduction
Symposium Email Manager can send automated responses to customers’
e-mails. These responses acknowledge the receipt of an e-mail. There are two
kinds of auto-responses, an auto-acknowledgement, and an auto-reply:
!
An auto-acknowledgement is a general response to an e-mail. When you
assign an auto-response to a skillset it becomes an auto-acknowledgement.
Auto-acknowledgements can vary for each skillset. If you only want to
assign an auto-acknowledgement for a rule, you assign the auto-
acknowledgement to the skillset of that rule. You must not assign any auto-
reply to the rule itself.
!
An auto-reply allows you to answer a customer’s e-mail query
automatically without any direct agent involvement. You can create an
auto-reply when you configure the rules for your system. When you assign
an auto-response to a rule it becomes an auto-reply. When a rule succeeds,
the transaction is assigned to a skillset. For more information about auto-
replies, refer to “To assign an auto-reply to a new rule” on page 300.
If, after the auto-reply is sent to the customer, you want to close the
transaction, you can do so by checking the Close Transaction box in the
Rule Administration (see “To assign an auto-reply to a new rule” on page
300). (The Close Transaction function is an option for every rule and is not
related to the auto-reply function.)
Notes:
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If you assign an auto-response to both the skillset and the rule, the customer
only receives the auto-reply from the rule.
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If you have configured an auto-response for a rule or skillset, by default it is
sent when either a new transaction or a new reply is received. You can
configure this so that auto-responses are only sent when the system receives
a new transaction, and
not when it receives a new reply. To do this, you
must change the mail.acknowledgereplies setting
.
For more information
about configuring your mail.acknowledgereplies setting, contact your
distributor or Nortel Networks.