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Saving a Draft
Issue 1.0 June 2002 107
Saving a Draft
When you begin to reply to an email but cannot finish your reply at the moment, you can click the
Save button to save it as a draft. This saves the contents of your reply, and leaves the Email
Compose window for the reply as a tab so you can return to it. The email contact remains in your
Email task list. No new email contact can replace this one until you finish your reply, send it, and
close the contact.
Forwarding an Email
You may occasionally want to forward a copy of an email that you received to your supervisor or
another agent, when you do not expect a reply. For example, you may want to forward an email
expressing a customer’s interest in a product that another agent supports, so that agent can contact
the customer.
If you expect a reply from the person to whom you forward an email, forward the email to an
external agent instead, as explained in
“Sending an Email to an External Agent,” on page 103 .
If the Unified Agent Directory (UAD) at your contact center uses contact list tabs or an Agents tab,
you can use the UAD to forward the email to a particular person, or to anyone in a particular
workgroup or anyone with a particular skill.
To forward an email:
1 With the email displayed in the Email Preview window, click Forward.
The Information Bar tells you that the email will be forwarded to the specified recipient. The
Subject field uses the subject of the email you are forwarding, preceded by FW: to indicate that
this is a forwarded message.
2 Write a message to the recipient or recipients of this forwarded email at the top of the message
itself. You may want to explain why you are forwarding the email and give any other relevant
information.
3 Click the button beside the To, Cc, or Bcc fields, according to which of the following address
fields you want to use:
w
To – The main person or persons to whom you want to forward this message.
w
Cc (Copy) – Anyone that you want to receive a copy of this email.
w
Bcc (Blind Copy) – Anyone that you want to receive a copy of this email without anyone
else seeing their address.
The UAD opens in Email Addressing mode. This mode makes it easier for you to add email
addresses. In this mode, the UAD displays only queues and agents that are enabled for email
and it contains only their email addresses.