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  • Signature Format
    • The Signature Format defines the email signature that can be appended to the end of every e-mail reply sent by an Agent.
    • Signature format can include any HTML text with specific parameters which can be retrieved from the original e-mail:
      • From = {0}
      • To = {1}
      • Date = {2}
      • Subject = {3}
      • Original Message = {4}
      • Agent Name = {5}
      • Signature = {6}
    • Signature Format Example

<br><br> 

{5}<br>

Customer Service Representative<br>

989 Old Eagle School Rd.<br>

Wayne, PA 19087<br>

p 610.964.8000<br>

<a href="http://www.evolveip.net/">www.evolveip.net</a><br>

    • Signature Format Output

  • Reply Format
    • The Reply Format defines the default e-mail reply content that is inserted every time an Agent replies to an inbound e-mail.
    • The Reply Format can make use of the Signature Format plus the additional parameters referenced above.
    • Reply Format Example

{6}<br>On {2}, {0} wrote: {4}

    • Reply Format Output

 

  • Default CC
    • A default email address that will be included as a carbon copy in every email reply. When using multiple email addresses separate with a semicolon “;”
  • Default BCC
    • A default email address that will be included as a blind carbon copy in every email reply. When using multiple email addresses separate with a semicolon “;”
  • Email Templates
    • When Enable Sending Interaction Summary Mail is allowed on a Business Process (General Tab) the agent will have an additional option to send an interaction summary email. If there are multiple configured templates, a drop-down list will allow the agent to select the correct one.



  • The summary template can be configured with the following parameters:
    • To Address
    • CC Address
    • BCC Address
      • When using multiple email addresses separate with a semicolon “;”
    • Include Recording Link (available for ECS overlay call recording only)
    • Include Recording File (available for ECS overlay call recording only)
  • When the email arrives, it will also have the following information present within the email body.
    • Destination
    • Interaction Time
    • Disposition Code Category
    • Disposition Code Sub Category
    • Disposition Code
    • Ending Status
    • Last Handler
    • Last Business Process



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