Documentation:HTCC:IWWDep:Email:8.5.2

Email

Workspace Web Edition provides the following options for managing Email:

email.auto-answer

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether an e-mail interaction is automatically accepted when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

email.default-queue

• Default Value: An empty string.
• Valid Values: A valid name of a Script of type Interaction Queue.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the Interaction queue in which new or reply outbound e-mails are submitted.

email.from-addresses

• Default Value: An empty string.
• Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
• Changes take effect: When the session is started or restarted.
• Description: Specifies a character string that specifies the name of the Business Attribute which contains the Attribute Values that are used as available addresses. These come from the addresses of e-mail interactions.

email.html-format

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies the format of a new outbound e-mail. When set to 'true', new e-mail will be formatted in HTML.

email.include-original-text-in-reply

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether the text of the original inbound e-mail is included in the outbound reply e-mail. This option can be overridden by a routing strategy, as described in this Deployment Guide.

email.max-attachment-size

• Default Value: 0
• Valid Values: A positive integer.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the maximum number of megabytes of one file that agents can attach to an external e-mail interaction. The attachment is refused by the system and an error message is displayed to the agent if the size in megabytes of the attached file exceeds this value. The value 0 means that there is no restriction.

email.max-attachments-size

• Default Value: 0
• Valid Values: A positive integer.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the maximum number of total megabytes of files that agents can attach to an external e-mail interaction. An error message is displayed to the agent if the total number of megabytes for all attached files exceeds this value. The value 0 means that there is no restriction.

email.outbound-queue

• Default Value: An empty string.
• Valid Values: A valid name of a Script of type Interaction Queue.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the Interaction Queue in which outbound e-mails are placed when agents click 'Send' or 'Send Interim'. This options is used only when Interaction Workflow does not set 'Queue for New Interactions' when it is routing Inbound E-mails to Agents.

email.prompt-for-done

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies if the application prompts a confirmation message when the user clicks Done. This option is only available for interaction open media. This option can be overridden by a routing strategy, as described in this Deployment Guide.

email.quote-char

• Default Value: >
• Valid Values: Any valid character string.
• Changes take effect: When the session is started or restarted.
• Description: For outbound e-mail that is formatted as plain text, specifies the characters that are used to quote the contents of the inbound e-mail interaction in the outbound e-mail interaction body.

email.quote-header

• Default Value: On <date>, <contact> wrote:
• Valid Values: Any valid character string.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the character string that is used to introduce the quoted inbound e-mail content in the body of the outbound e-mail. The following tags can be used: <contact>, <date>. These tags are replaced respectively by the contact name and the date and time of the interaction when they appear in the outbound e-mail.

email.reply-format

• Default Value: auto
• Valid Values: auto, html, plain-text
• Changes take effect: When the session is started or restarted.
• Description: Specifies the format of an outbound e-mail reply:
  • auto: outbound e-mail reply format is the same as corresponding inbound e-mail.
  • html: outbound e-mail reply format is forced to html.
  • plain-text: outbound e-mail reply format is forced to plain text.

email.reply-prefix

• Default Value: Re:
• Valid Values: Any valid character string.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the reply-prefix that is added to subject of the inbound e-mail.

email.signature.line-<n>

• Default Value: An empty string.
• Valid Values: Any valid character string.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the row number of the signature by a string that can contain regular characters and the following field codes: $Agent.LastName$,$Agent.FirstName$,$Agent.FullName$. <n> is starting at 0. This option can be overridden by a routing strategy as described in this Deployment Guide.

privilege.email.can-use

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value of this option is set to true, the agent is permitted to use the E-mail channel.