Cisco Customer Response Applications Editor Step Reference Guide (3.1)
eMail Contact Step Descriptions

Table of Contents

eMail Contact Step Descriptions
Attach To eMail
Create eMail
Send eMail

eMail Contact Step Descriptions


The steps in the eMail Contact palette of the Cisco Customer Response Applications (CRA) Editor provide script designers with a way to create and send e-mail messages and embedded attachments. You can send e-mail to regular e-mail accounts, to e-mail-accessible text and numeric pagers, and to service providers who convert e-mail into a format acceptable to fax machines.

The kind of e-mail messages and attachments you can send depends on the target device. Numeric pagers, for example, will accept only digits.

The eMail Contact palette contains the following steps:

Figure 5-1 shows the steps in the eMail Contact palette as they appear in the Palette pane of the Cisco CRA Editor.


Figure 5-1   eMail Contact Palette Steps



Note   If you apply any of these eMail Contact steps to a contact that is not an e-mail contact, a ChannelUnsupportedException results.

The following sequence is a typically the sequence used to create and send an e-mail message:

1. Obtain the client's e-mail address by using, for example, the Name To User step or a database lookup.

If the address is a numeric address, you can obtain it through dual tone multifrequency (DTMF) input. See the "Name To User" section of "Media Step Descriptions," for more information.

2. Use the Create eMail step to create the e-mail message.

3. Use the Attach to eMail step to attach any required or requested documents to the e-mail message.

You can create a menu of documents that a client can use to attach selected documents to an e-mail. If the documents are stored in a database, first use the Database steps to retrieve the documents (see "Database Step Descriptions."

4. Use the Send eMail step to send the e-mail.

If you are sending a document to a fax machine, you must send it to a service provider that can convert the attachment to a format that fax machines can handle.

Unless you specify otherwise, the e-mail server sends the e-mail message from the account defined in the eMail Subsystem Configuration window of the CRA Administration web interface. You can use the Send eMail step to customize the outgoing e-mail account.

If you set the sending e-mail account to require acknowledgments, you can check the e-mail account to determine whether the e-mail message was successfully sent and received.

Attach To eMail

Use the Attach To eMail step to attach a document to an e-mail.


Note   Before you use an Attach To eMail step, you must use a Create eMail step to create the e-mail message.


Note   If the document to be attached resides in a database, you must use the Database steps to retrieve the document from the database before attaching it. (See "Database Step Descriptions.")


Note   You can use the Text Substitution for Keywords step to modify documents before attaching them. For instructions on using the Text Substitution for Keywords step, see the "Text Substitution for Keywords" section of "Document Step Descriptions."

Assign variables before you use the Attach to eMail step, using the Create eMail step. (See the "Create eMail" section.)

The variable you use for the attachment can be a string or document variable, as described in the following:

  • String—Use a string variable if you do not need to manipulate the document using the Document steps (for example, the Text Substitution for Keywords step).

You can use a string variable to include an absolute or relative file path to an attachment. (Relative paths are relative to the directory in which the application is installed. The path is typically C:\Program Files\wfavvid.)

  • Document—Use a document variable if you also use the Document steps to manipulate the attachment.

The Attach To eMail step has two branches:

  • Successful—The document was attached to the e-mail object.
  • Failed—The document could not be attached to the e-mail object.

Figure 5-2 shows the customizer window for the Attach To eMail step.


Figure 5-2   Attach To eMail Customizer Window


Table 5-1 describes the properties of the Attach To eMail customizer window.

Table 5-1   Attach To eMail Properties

Property Description

eMail Contact

Contact variable that specifies the e-mail message to which you want to attach the document

Local Variable

Variable that identifies the document you want to attach to the e-mail message

Data Type

Type of variable specified in the Local Variable column

Name for Attachment

Variable that assigns a name to the attachment

To use the Attach To eMail customizer window to attach a document to an e-mail message, perform the following procedure:

Procedure

Step 1   From the eMail Contact drop-down menu, choose the variable that specifies the e-mail to which you want to attach the document.

Step 2   Click Add.

The Add Attachment dialog box opens. (See Figure 5-3 .)


Figure 5-3   Add Attachment Dialog Box


Step 3   From the Local Variable drop-down menu, choose the variable that identifies the document you want to attach to the e-mail.

The Data Type appears automatically in the Data Type box.

Step 4   In the Name for Attachment text field, enter a filename, including its extension.

Most e-mail readers place the Name for Attachment text near an icon that represents the attachment. The extension you provide as part of the document name indicates to the user the type of document you attached. For example, ".doc" normally indicates that a document was created with Microsoft Word, ".wav" is an audio document, etc.

Step 5   Click OK.

The Add Attachment dialog box closes, and the local variable, data type and name for attachment appear under their respective columns in the Local Variable/Data Type/Name for Attachment list box of the Add To eMail customizer window.

(If you want to modify an existing attachment, select the attachment displayed in the Local Variable/Data Type/Name for Attachment list box of the Add To eMail customizer window, and then click Modify. The Modify Attachment dialog box appears, which contains the same properties as the Add Attachment dialog box and is configured in the same way.)

Step 6   Click OK.

The Attach To eMail customizer window closes, and the name of the selected eMail Contact variable appears next to the Attach to eMail step icon in the Design pane of the CRA Editor.





Create eMail

Use the Create eMail step to create an e-mail message.

In the Create eMail step, you generate the subject line and body of the e-mail message. After you create the e-mail, you can attach documents to it (with the Attach To eMail step) and then send it (with the Send eMail step).

Figure 5-4 shows the customizer window for the Create eMail step.


Figure 5-4   Create eMail Customizer Window


Table 5-2 describes the properties of the Create eMail customizer window.

Table 5-2   Create eMail Properties

Property Description

Subject

Variable or expression that you want to use for the subject line of the message

Body

Variable or expression that you want to use for the body of the e-mail message

eMail Contact

Variable that identifies the e-mail

To use the Create eMail customizer window to create an e-mail message, perform the following procedure:

Procedure

Step 1   From the Subject drop-down menu, choose the variable you want to use for the subject line of the e-mail message, or click the Expression Editor (...) button to enter a string expression.

Step 2   From the Body drop-down menu, choose the variable you want to use for the body of the e-mail message, or click the Expression Editor (...) button to enter a string expression.

Step 3   From the eMail Contact drop-down menu, choose the variable that will act as a handle for the Create eMail step and the Attach To eMail step.

You can manage multiple e-mail messages in the same script by saving each message in a different variable.

Step 4   Click OK.

The Create eMail customizer window closes, and the name of the selected eMail Contact variable appears next to the Create eMail step icon in the Design pane of the CRA Editor.





Send eMail

Use the Send eMail step to send an e-mail message you have created with the Create eMail step.

The Send eMail step has two branches:

  • Successful—The e-mail message was sent.
  • Failed—The e-mail message could not be sent.

When a script reaches the Send eMail step, it immediately sends the e-mail message to the e-mail server, and keeps the client waiting until the message is accepted by the e-mail server. If the server is unavailable because of server or network problems, the client must wait until the transaction times out.

Figure 5-5 shows the customizer window for the Send eMail step.


Figure 5-5   Send eMail Customizer Window


Table 5-3 describes the properties of the Send eMail customizer window.

Table 5-3   Send eMail Properties

Property Description

eMail Contact

Contact variable created in the Create eMail step to identify the e-mail you want to send.

To

Variable or string expression to use for the recipient of the e-mail.

From

Account from which you are sending the e-mail.

You have the option of checking the Default "From" box, which uses the account configured for the e-mail subsystem on the CRA Administration web interface.

Send

If Immediate, the e-mail is sent immediately.

The only supported option is to send the e-mail immediately.

To use the Send eMail customizer window to send an e-mail message, perform the following procedure:

Procedure

Step 1   From the eMail Contact drop-down menu, choose the variable that identifies the e-mail you want to send.

Step 2   From the To drop-down menu, choose the variable that identifies the recipient of the e-mail message, or click the Expression Editor (...) button to enter a string expression.

Typically, this expression is based on either user input or a database lookup of the e-mail address. Make sure the e-mail address is fully qualified, that is, that it is in the form of account@domainname.

Step 3   In the From area, check the Use the Default "From" check box to use the account configured for the e-mail subsystem in the CRA Administration web interface, click the From drop-down arrow to select the variable that contains the account information, or click the Expression Editor (...) button to enter a string expression.

Step 4   In the Send field, click the Immediate radio button.

Sending the e-mail immediately is the only option currently available.

Step 5   Click OK.

The Send eMail customizer window closes, and the name of the selected eMail Contact variable appears next to the Send eMail step icon in the Design pane of the CRA Editor.