Email options

In the Email section of the Contact Center Settings page, configure the following options:

• Email Auto Answer specifies that email interactions are automatically answered when an agent receives the invitation.
• Email Forward allows agents to forward emails to another agent.
• Forward email inline allows agents to forward an email as part of the body of an email, instead of as an attachment.
• Forward prefix specifies the prefix added to an email that includes an inline email. For example, "Fwd:".
• Lookup Contact for Email activates Agent Desktop for contact lookup when an interaction is presented to an agent.
• Create Contact for Email will create a contact if the initial contact lookup fails to find an existing contact.
• Email Interaction Ringtone Type specifies the email ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
• Email Interaction Ringtone Priority specifies the priority level of the email message ringtone within the channels. Enable the option and then type the number for the priority level.

• Email Interaction Ringtone Duration specifies how long the ringtone rings. Use the following values:
  • -1 specifies to repeat the ringtone until the email message is read.
  • 0 specifies to play the ringtone only one time.
  • 1 or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the email message is read.