Nortel Symposium Web Center Portal, Installation And Administration Manual

Page: 271 / 710

Installation and Administration Guide 271
July 2004 Symposium Web Center Portal Rules Administration
Rule administration
Introduction
A rule is built from a combination of
!
a To address test
!
a From address
!
up to three keyword groups
Each rule results in the selection of a Symposium Call Center Server skillset,
application (optional), and an auto-response (optional). You can use the Rule
Administrator to select the skillset and application name from the list of skillsets
and applications configured in Symposium Call Center Server.
You can have a maximum of 1000 rules.
Types of rules
Rules are grouped as follows:
!
Delivery failure rule — Intended to ensure that delivery failure notification
e-mails are not sent an auto-reply. (This can cause e-mail loops, which
would fill up the system with delivery failure notification e-mails.) You
must create a rule to search for delivery failure keywords (such as
Undeliverable, Delivery Report [failure], Delivery Failure, Returned mail,
Unknown Recipient, and Non Remis) in the Subject field of an e-mail.
!
Default rule —Applied when all other rules fail. Determines a default
skillset for all e-mails.
!
Regular rule —All other rules. These further break down into All rules and
rules that apply to a specific To address.
After you create the default and delivery failure rules, you must create more
complex rules to meet the requirements of your contact center. For example, you
can route e-mails from specific addresses or address domains to specific skillsets
(such as routing all e-mails originating from the .fr domain to a French-speaking
skillset).