Flow
of an E-mail Message
- The customer sends an
e-mail message asking for help.
- The message is read from
the POP3 server into the E-Mail Manager rules engine.
- 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.
- E-Mail Manager requests
routing for this message by sending a route request to the ICM Central Controller
using the Media Routing Interface.
- The ICM Central Controller
accepts a route request and runs an ICM Script based on the skill group that
was used.
- 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.
- If the e-mail message
is routed to an available agent, the message is placed in the agent's queue.
- E-Mail Manager notifies
the agent's browser that an e-mail message has been routed to the agent.
- The user interface opens
the message, and the e-mail task is begun.
- E-Mail Manager notifies
the ICM Central Controller that the task has begun.
- The agent responds to
the customer's e-mail message.
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