User guide

General Information Guide
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Figure 40 Email Routing with Multimedia Contact Center
When email is routed
1. The corporate email server uses Active Directory to determine that the destination is a
mail-enabled public folder located on the exchange server (found on the Contact Center
Solutions Server). It then automatically forwards the customer’s email to the Exchange
Server based on the public folder’s email alias. Note that the exchange server and the
corporate email server belong to the same Windows domain. This allows both servers to
use the same Active Directory on the primary domain controller. The Contact Center
Solutions Server houses Contact Center Management, Multimedia Contact Center, and
Exchange.
2. The Multimedia Contact Center email router automatically sends the customer a
customizable email, which acknowledges that your company has received their email.
3. The Multimedia Contact Center email router uses an ACD algorithm to queue the email
and distribute it to the longest idle Multimedia Contact Center email agent.
4. The Multimedia Contact Center email agent opens the email, responds, and then sends a
reply. The Multimedia Contact Center email agent answers emails using Outlook with an
add-in that allows agents to log in to Multimedia Contact Center to make themselves
available to answer the emails. Each agent is assigned a public folder, which is used as
an agent inbox for Multimedia Contact Center emails. All Multimedia Contact Center emails
that are routed to an agent appear in the agent’s inbox. When offered a Multimedia Contact
Center email, the agent is notified either visibly or audibly that there is an email in their inbox.
Multimedia Contact Center chat routing
Figure 41 illustrates how Multimedia Contact Center chat traffic is routed.