Flow of an E-mail Message

1. The customer sends an e-mail message asking for help.
2. The message is read from the POP3 server into the E-Mail Manager rules engine.
3. If the configured rules determine that the message should be routed using the ICM software, the message is placed in the appropriate skill group queue.
4. E-Mail Manager requests routing for this message by sending a route request to the ICM Central Controller using the Media Routing Interface.
5. The ICM Central Controller accepts a route request and runs an ICM Script based on the skill group that was used.
6. The ICM Central Controller returns a result that either routes the email message to an available agent or to a local skill group queue. If the message goes to a local skill group queue, the e-mail message flow ends.
7. If the e-mail message is routed to an available agent, the message is placed in the agent's queue.
8. E-Mail Manager notifies the agent's browser that an e-mail message has been routed to the agent.
9. The user interface opens the message, and the e-mail task is begun.
10. E-Mail Manager notifies the ICM Central Controller that the task has begun.
11. The agent responds to the customer's e-mail message.

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