Email

Agent Workspace enables agents to handle email interactions, including the following functionality:

• Decline an interaction
• Release an interaction
• Move an interaction to a Workbin
• Reply to an interaction (with or without the original text)
• Reply All to an interaction (with or without the original text)
• Add Attachments to an interaction
• Save Attachments from an interaction
• Delete Attachments from an interaction
• Add images to an interaction
• Send an interaction
• Interim Send an interaction reply
• Save an interaction
• Delete an interaction
• Create new outbound emails
• Check the spelling of an outbound email
• Apply a signature to an outbound email
• Store emails in a workbin
• Transfer an email to an internal target
• Set a disposition code
• Mark the interaction as Done
• View and copy links to non-embedded images in inbound and outbound email interactions
• View and insert Standard Responses
• Paste content from browsers and other applications that display HTML
• Paste images from browsers and other applications that display HTML
• Print an email
• Resend an email from the My History, Contact History, or Interaction Search views.

Important

For information about enabling the Related interaction tab that allows agents to view email interactions related to the current interaction, refer to Enabling Agents to Manage Contacts and Interactions.

Mandatory Functionality

The following are mandatory options for correct email interaction handling:

• privilege.email.can-use: Mandatory to use the email channel. When the value of this option is set to true, the agent is permitted to use the Email channel.
• email.default-queue: Specifies the default queue for email interactions.
• email.outbound-queue: Specifies the default queue for email interactions.
• workbin.email.draft: Specifies the name of the Workbin to be used to store draft emails
• workbin.email.in-progress: Specifies the workbin to be used to store emails which are in the In Progress state.

Granting Email Privileges

Agent Workspace uses the following privileges to enable email-related functionality:

• privilege.email.can-add-attachment
• privilege.email.can-click-to-dial
• privilege.email.can-decline
• privilege.email.can-delete
• privilege.email.can-delete-attachment-from-inbound
• privilege.email.can-interim-send
• privilege.email.can-insert-link
• privilege.email.can-mark-done
• privilege.email.can-move-to-workbin
• privilege.email.can-one-step-transfer
• privilege.email.can-reply
• privilege.email.can-reply-all
• privilege.email.can-save
• privilege.email.can-send
• privilege.email.can-print
• privilege.email.embedded-images.can-add
• privilege.email.embedded-images.can-use
• privilege.contact.can-resend.email.from-history

Enabling the Email channel

You can enable agents to use Email to correspond with a contact that is stored in Universal Contact Server (UCS).

Before you begin, ensure that the following prerequisites are met:

• The GWS Application Server object application object exists in the Configuration Database.
• The GWS Application Server object application has a connection to Universal Contact Server and Interaction Server.
• Procedure: Enabling agents to manage contacts.
• A capacity rule that allows Agents to receive email interactions.

To enable agents to email contacts:

1. Configure the mandatory Email options in the interaction-workspace section of the GWS Application Server object application object.
2. Configure the email queue options in the email section that are mandatory for basic email processing: email.default-queue and email.outbound-queue.
3. Configure the Workbin options in the interaction-workspace section of the GWS Application Server object application object, them), in particular: workbin.email.in-progress and workbin.email.draft.

Optional Functionality

You can also use the following options in the interaction-workspace section of the GWS Application Server object object for email interaction handling:

• email.allowed-image-extensions: Specifies which image types agents are allowed to embed in email interactions.
• email.auto-answer: Specifies whether an email interaction is automatically accepted when a Interaction Server Invite event is received.
• email.auto-answer.timer(<media-type>.auto-answer.timer): When email.auto-answer is set to true, this option specifies that Workspace displays a timer that enables an agent to view case information before the interaction is automatically answered.
• email.auto-answer.enable-reject(<media-type>.auto-answer.enable-reject): When email.auto-answer is set to true and <media-type>.auto-answer.timer has a time specified, this option specifies that an agent can choose to reject the interaction before it is automatically answered.
• email.detail-region.default-display-mode: Specifies the default display mode for the Details view in the interaction view: medium, large, or collapsed. This enables you to preset the collapsible and expandable panes in the email interaction view to suit the needs of your agents.
• email.enable-email-address-validation: Specifies that the To, Cc, and Bcc addresses are validated when completing sending and forwarding.
• email.from-addresses: Specifies a character string that specifies the name of the Business Attribute which contains the Attribute Values that are used as available addresses. You can set a default value by using the flag from the Business Attribute value. These come from the addresses of email interactions. This option can be overridden by a routing strategy.
• email.html-format: Specifies the format of a new outbound email. When set to true, new email will be formatted in HTML.
• email.include-original-text-in-reply: Specifies whether the text of the original inbound email is included in the outbound reply email.
• email.mandatory-subject: Specifies whether a subject for an outgoing email interaction is mandatory, optional with a warning, or not mandatory. To make the email subject mandatory, set the value to true. If the subject field is mandatory and an agent does not include one when they try to send the email, a message is displayed explaining that the email cannot be sent without a subject. Specify the value prompt to display a message asking the agent whether they want to include a subject or not if the agent tries to send an email interaction without a subject. If the value false is specified, no check is performed on the subject field of outgoing email interactions.
• email.print.print-content: If the email print privilege is granted, this option specifies the list of email fields to print. This enables you to restrict what content an agent is allowed to print. Note: To display Disposition, CaseData must also be specified.
• email.prompt-for-done: Specifies if the application prompts a confirmation message when the user clicks Done. This option is only available for interaction open media.
• email.quote-char: For outbound email that is formatted as plain text, specifies the characters that are used to quote the contents of the inbound email interaction in the outbound email interaction body.
• email.quote-header: Specifies the character string that is used to introduce the quoted inbound email content in the body of the outbound email. The value $FullHeader$ inserts the entire header of the inbound email into the outbound email. You can also choose to include any other text. The following tags are supported: <contact>, <date>. This enables you to create a custom header, such as: "On <date>, <contact> wrote:"
• email.reply-format: Specifies the format of an outbound email reply.
• email.reply-prefix: Specifies the reply-prefix that is added to subject of the inbound email.
• email.ringing-bell: Specifies the path of the sound file Workspace plays when an email interaction is ringing.
• expression.identify.phone-number: Specifies the regular expression that identifies a phone number in an email.
• interaction.disposition.is-mandatory: Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
• interaction.disposition.key-name: The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
• interaction.disposition.use-attached-data: Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
• interaction.disposition.value-business-attribute: A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

Interim Send

The Interim Send feature allows an agent to reply multiple times to one inbound email. If the privilege.email.can-interim-send privilege is not granted, when an agent replies to an email, the inbound email is marked Done and is closed. If this privilege is granted, when an agent replies to an email and selects Interim Send from the Send menu, the original inbound email is retrieved from the in-progress email workbin and is opened for the agent to work on again; the agent can choose to put the email into a workbin to work on it later, or perform other actions on the email such as reply, transfer, or forward.

Fonts

You can use the following options to control the default and available fonts for outgoing email interactions:

• editor.fonts: the list of available fonts in the font menu.
• editor.font-sizes: the list of available font sizes in the font size menu.
• editor.default-font: the default font for all new or reply outgoing email interactions.
• editor.default-font-size: the default font size for all new or reply outgoing email interactions.

Attachments

Outbound attachments

You can use the following options to control what files agents can attach to outgoing email interactions:

• To specify the list of file extensions that represent file types that are to be prevented from being used as attachments, configure the attachment.restrict-to-file-types option in the workspace-service section of the GWS Application Server object application object.
• To specify the list of file extensions that represent file types that are to be prevented from being used as attachments specifically for the email channel, configure the attachment.<media-type>.restrict-to-file-types (attachment.email.restrict-to-file-types) option in the workspace-service section of the GWS Application Server object application object.
• To specify the maximum size (in MB) of one file that agents can attach to an interaction, configure the attachment.max-file-upload-size option in the workspace-service section of the GWS Application Server object application object. A value of 0 means no files can be attached; this overrides the privilege.email.can-add-attachment option.
• To specify the maximum number of megabytes of one file that agents can attach to an external email interaction, configure the email.max-attachment-size option in the interaction-workspace section of the GWS Application Server object application object. The attachment is refused by the system and an error message is displayed to the agent if the size in megabytes of the attached file exceeds this value. The value 0 means that there is no restriction.
• To specify the maximum number of total megabytes of files that agents can attach to an external email interaction, configure the email.max-attachments-size option in the interaction-workspace section of the GWS Application Server object application object. An error message is displayed to the agent if the total number of megabytes for all attached files exceeds this value. The value 0 means that there is no restriction.

Inbound attachments

Use the following privilege to enable agents to delete attachments from inbound email interactions:

• privilege.email.can-delete-attachment-from-inbound

Hyperlinks

To enable agents to insert, edit, and remove hyperlinks from email interactions allow the following privilege:

• privilege.email.can-insert-link: Enables agents to insert links in outgoing email interactions.
• email.insert-url.max-records: The Insert Link and Edit Link dialog boxes include a drop-down list containing a history of URLs added or modified. Use this option to specify the maximum number of URLs to display.

Signatures

Agent Workspace enables you to assign default signature templates to outbound email interactions. Email signatures allow the insertion of tagged-data fields with data that is related to the agent, such as name, job title, department, phone number, email address, and so on. Refer to "Using UCS Data in Standard Responses: System Variables" in the "Genesys Knowledge Management: Basics" chapter of the eServices User's Guide for more information about the tagged data field. Signatures also support linked image(s) and hyperlinks. Agent Workspace embeds the images in an email interaction by default. Restrictions configured for image size and file type for attachments are also applied to images from standard responses used as a signature.

Use the email.signature configuration option in the [interaction-workspace] section to specify the type and location of the signature template that Workspace should add to outbound emails.

Use the email.signature.line-<n> configuration option in the [interaction-workspace] section to specify the path and name of the signature file or the location of the Response in the Standard Response Library that is to be used as the default signature.

Tip

This option can be overridden by a routing strategy based on the attached data of the interaction.

Workspace can also include attachments from a signature. Use the email.signature.attachments.enable option to enable this feature.

Tip

Workspace does not support attachment-only email signatures without a body.

Forwarding Inbound Email

Agent Workspace enables agents to forward active and closed inbound email interactions to an external resource by selecting a valid email address in Team Communicator, either by manually entering the address or by selecting it from a searched Contact or a Corporate or Personal Favorite. Email Forward supports both To and CC (carbon copy) addressing and multiple recipient targets. Agents can also add additional information about the forwarded interaction in a dedicated text box.

Only Inline forwarding (quoted) is supported.

Depending on the Business Process that you are using, the agent who has forwarded an email interaction to an external resource can still retain the ownership of the interaction and be responsible for closing the interaction.

Business Processes

A set of key-value pairs that include the destination email address and other information is added to the inbound email before it is placed in the Forward queue so that they can be used in a Business Process:

• IW_OriginalAgentEmployeeId: The Employee Id of the agent.
• OriginalAgentUserName: The UserName of the agent.

Refer to eServices email workflow samples for more information about forwarding email interactions to external resources.

Privileges

The following privilege controls the use of the forwarding feature:

• privilege.email.can-inline-forward: Allows forwarding of an email as an inline (quoted) email.
• privilege.contact.can-inline-forward.email.from-history: Allows forwarding of a closed email interaction as an inline email from the History.

Configuration Options

Use the following configuration options in the [interaction-workspace] section to configure the forwarding features:

Inline Forwarding Specific Configuration Options

• email.inline-forward-queue: Specifies the Interaction Queue in which the inbound email is placed when an agent forwards it as an inline email.
• email.inline-forward-prefix: Specifies the in-line forward prefix that is added to subject of the inbound email.
• email.inline-forward-header: Specifies the header information that is added inline to the forwarded email interaction.
• email.inline-forward.exclude-case-data-keys: Specifies the list of attached data keys to be excluded from the inbound email interaction for an inline forward email interaction.