Nortel Symposium Web Center Portal, Installation And Administration Manual

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274 Nortel Networks Symposium Web Center Portal
Symposium Web Center Portal Rules Administration Standard 2.0
Disabled —The rule is not executed. It appears in gray on the table
Invalid —The rule is no longer valid and so it is not executed. It appears in red
on the table. The deletion by Symposium Call Center Server of skillsets or
applications causes a rule to become invalid.
Auto-responses for rules
When you configure a rule with an auto-reply, an auto-response is sent to the
originator of the e-mail. You can configure the rule to close the transaction once
the auto-reply is sent, with the expectation that the auto-reply answered the
customer’s question. If the customer responds to the auto-reply, that e-mail is
presented to an agent. For more information, refer to “To assign an auto-reply to
a new rule” on page 300.
Note: Auto-responses are not sent to web-based transactions.
Example
A financial services company may put a note in their advertising for a specific
stock fund product (such as Super 100 stock fund). If the customer sends an
e-mail to info@financialservices.com with the phrase “Super 100 stock fund” in
the Subject field, he or she receives a brochure about the product. You can set up
a rule so that when the info@financialservices.com To address matches the
phrase “Super 100 stock fund” in an e-mail, it automatically responds with a
PDF attachment of a brochure about the product.
You can also create a general auto-acknowledgement e-mail (which assigns an
auto-response to the skillset) indicating to the originator that his or her e-mail
was received. For more information, refer to “Setting up an auto-response” on
page 248. An auto-acknowledgment is sent to a transaction for which none of
the rules succeeds.
Notes:
!
If you assign an auto-response to both the skillset and the rule, the customer
only receives the auto-reply from the rule.
!
Do not check the Reply and Close box when you are creating a default rule.
You must monitor the system for any e-mails that arrive using the Default
rule and determine why the other rules did not apply to the e-mail. Once the