Nortel Symposium Web Center Portal, Installation And Administration Manual

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268 Nortel Networks Symposium Web Center Portal
Symposium Web Center Portal Rules Administration Standard 2.0
Overview
Introduction
Symposium Web Center Portal Release 4.0 uses rules to route e-mail contacts.
Rules, in conjunction with Symposium Call Center Server scripting, are used to
route an e-mail based on the attributes of the To address, From address, and
keywords or phrases from the Subject field or the body of the e-mail. Based on
matches to these parameters, a skillset, a DTH priority, and, optionally, an auto-
response (an auto-reply or an auto acknowledgement) are sent back to the
originator of the e-mail.
The Host Data Exchange (HDX) integration with Symposium Call Center
Server enables information gathered during the rules execution (for example, To
address, From address, Keywords, Skillset, and Last Agent) to pass to
Symposium Call Center Server scripting.
Note: Symposium Call Center Server scripting is not required to route initial e-
mail contacts, therefore e-mails can be routed based on any criteria that the
creator of the scripts chooses. For more information about scripting, refer to the
Nortel Networks Symposium Call Center Server Scripting Guide.
This chapter provides procedures to perform the following tasks:
!
start the rules configurator
!
organize the rules
!
create a default rule
!
search for keywords in e-mails
!
create and remove a keyword group
!
create rules
!
edit and delete rules
Components of the Symposium Web Center Portal rules
The Symposium Web Center Portal rules are Boolean expressions with the
following inputs: