• 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