Email Module Overview

The Email Module in UCS enables the handling and distribution of email messages within a contact centre environment. It ensures efficient routing of emails, response-time monitoring, and automated replies for receipt acknowledgements or self-service requests.

✔ The Email Module must be licensed and enabled in the UCS Management Console.

Types of Email Handling in UCS

1. Background Email

• Agents are notified of incoming emails via an external email client (e.g., Outlook Express).
• Agents must open the email externally to view and respond.
• Voice calls continue to be routed to the Agent while handling email.
• Agents must have a valid email address.

2. Foreground Email

• Agents are notified via the Agent application Client.
• Emails can be opened and replied to directly within the UCS Client.
• Emails are presented in HTML format (supporting images, editing options, and attachments).
• Voice calls and other emails are paused while the Agent is actively handling a foreground email.

✔ No difference in routing rules exists between Foreground and Background email handling.

Essential Components for Email Functionality

1. UCS Email Server

• Stores configuration details for linking to a real email server.
• Typically, one UCS Email Server exists, but additional UCS Email Server links can be created for multiple servers.
• Managed directly by Cirrus.

2. Email Account

• Acts as the starting point for incoming emails.
• Functions similarly to a Starter for call handling.
• Each public-facing email address used for customer interaction must have its own Email Account.

3. Email Rules

• Defines routing criteria for emails.
• Emails are directed to agents based on configured rules.
• Multiple rules can be created for each Email Account.