Working with Inbound Email

Displays the date and time when the email was either received by the mail server or the date and time when it was saved into the database (if the received date is not populated, as in the case of POP3). These date and time values are the basis for the external response time alert computation. This group box is also used to compute the elapsed time for the email.

Displays the days and hours that have passed since the date and time that are specified in the Received On field until the email is closed. The system changes the email status to closed after a response has been submitted.

Displays the address from which the email was sent.

The system uses this email address to identify the sender when an email arrives in the system.

Displays the name of the mailbox to which the email was sent. The Cc field appears if the incoming email has a Cc email list.

Displays the subject of the email as specified by the sender. If the email doesn't have a subject, ERMS populates the standard no subject phrase as defined on the System Installations page.

Click to access the E-mail Viewer page (RB_EM_TEXT_VIEWER) to view the email on a full page. You can edit the content from the full page view, but changes are not saved to the system.

Click to view a list of attachments (in active links) for the email, if available. Files that were originally sent as attachments retain their original file names. Attachments that PeopleTools creates when it transfers the email from the mail server to the PeopleSoft system have the generic name attachment.

Displays the status of the email: Open, Closed - Auto Response, Closed - Canceled, Closed - Duplicate, and Closed - Response.

Specify an appropriate priority for the email. You can define priorities on the Priority Setup page.

Specify a appropriate category and a type within that category for the email. You can define categories on the Category Setup page; establish types on the Associate Types page.

Specify an appropriate product group for the email. Product groups that are available for selection belong to the same setID as the email, which is determined using one of these options:

• If the business unit of the email is derived from the Default Business Unit field the associated mailbox definition, the system derives the setID using the tableset control mapping. This option applies to email that are sent to mailboxes of types internal and internal H.

• If the business unit of the email is derived from the customer setID of the email, then the same setID is used to filter product groups for the email. This option applies to email that are sent to mailboxes of types external and partner.

Establish product groups on the Product Group page.

Specify an appropriate product for the email. If a product group is selected, only products that are associated with the product group are available for selection. Establish products on the Product Definition page.

Specify an appropriate mood for the email if applicable. You can define moods on the Mood Setup page.

Click to access the Response page to send a reply or forward the inbound email to others.

The operations of these buttons are the same, with several exceptions:

• The Reply operation populates only the To field with the email address of the inbound email sender. The email subject includes the prefix RE:.

• The Reply All operation populates the To and Cc fields (not the Bcc field) with the email address of the inbound email sender and other recipients. The email subject includes the prefix RE:.

  The Reply All button appears if the incoming email has a Cc list.

• The Forward operation does not populate the To, Cc, or Bccfield. You can click the Add/Modify Recipient List link to select appropriate recipients. The email subject remains the same, and the body of the inbound email is not populated as part of the email response.

Click to label the email as spam mail; the email closes automatically.

Click to mark the email as a duplicate mail; the email closes automatically.

Click to create a new CRM transaction for the email. Specify the quick create action buttons in the Mailbox Activity List page of the mailbox definition. Enable only one quick action button for a mailbox to avoid scrolling.

Agents who need to create these transactions must be given the permission to add them in advance. Otherwise they cannot create any transactions for the email.

Displays the email business unit that is specified in the mailbox definition. The email business unit can be updated, and the change is limited to business units that belong to the same setID as the current business unit You cannot create transactions from the email if the setID of the email business unit does not match the sender's setID.

Displays the language to be used to handle the email. You can modify the value if the system identifies the language incorrectly.

Displays the sender of the email. If you select a different sender, the system automatically updates the corresponding value in the toolbar summary area. The role of the sender is shown if the selected sender has more than one role. You must identify the sender completely (by specifying the sender role) before attempting to create transactions.

Displays the company or consumer that the sender represents. If you modify the value here, the system automatically updates the corresponding value in the toolbar summary area. This field applies to external and partner mailboxes and still appears in the toolbar summary area even if the value is unavailable.

Displays CRM transactions that are selected on the Response page to associate with the email, if available.

Displays solutions that are associated with the email. This grid appears after the email response, including selected solutions, is sent. Agents can update the solution status based on customer's feedback.

For example, if the customer sends a reply and confirms that the solution resolves the issue, the agent can select the solution and change its status to successful resolution. If the solution doesn't solve the issue, change the status to failed resolution instead.

Click to perform the corresponding activity. The list is short, and most recommended actions are related to replying email.

Select the CRM transaction to relate to or create for the email:

• Emails.

  When you click Refresh, the system returns inbound emails and outbound emails that are associated with the sender. You can see other recent email conversations and modify thread association if needed. If no matches return, you can click the Search Outbound Emails link to find emails using other search criteria. When the Search for Outbound Email page appears, you can find and select the current email's parent in the email thread, which causes the thread association to update accordingly. The current email inherits all of the selected parent's related transactions.

  Note: Use the Search Outbound Emails link only if you want to change the thread association of the current inbound email with another outbound email.

• CRM transactions that are enabled in the Mailbox Activity List page of the mailbox definition.

  When you first access the Recent Activities tab, the Activity Type field is blank. Select an activity type and click Refresh to retrieve transactions of that type that are created under the sender's name and the email business unit. If no matches are found, you can click the Full Search link to access the search page and find the corresponding transaction using other search criteria. The email business unit does not limit the type of activities that you enable at the mailbox level.

  You can configure each enabled activity type to support the create new functionality, which enables agents to create new activities (and associate them with the email) by clicking the Create New link on the Recent Activities tab.

  Note: You cannot relate duplicate transactions to an email.

After you create and save the new transaction, you can return to the Email page using the History drop-down list box that is available on the transaction's toolbar. You can also use the new transaction's interaction list, which automatically includes the original email.

If agents set up their personalized activity lists on the Email Workspace User Preferences page, this setup overrides the default activity list, which is what appears when the Activity Type drop-down list box is empty (it is the default behavior when you enter the component initially).

Enter the maximum number of rows to return for the selected activity type, if search matches are found.

Select which type of content to search on: solutions or documents. You cannot search across both solution and document repositories at the same time.

To specify the default repository for this field, click the User Preferences button on the toolbar and select the default search.

Enter keywords in this field for the search. This field appears when you're in the basic search mode.

Click the Search button to invoke the keyword search.

Click to perform a more refined search where you can enter keywords with these variations:

• With all the Words: Each item that returns has references to all the words entered in this field.

• With the Exact Phrase: Each item that returns has references to the exact same phrase entered in this field.

• With any of the Words: Each item that returns has references to any of the words entered in this field.

• Without the Words: Each item that returns has no references to any of the words entered in this field.

Specify the number of items to show in the search results list. This field appears when you're in the advanced search mode.

Click to access the page (RB_SEARCH_TIPS_SEC) that lists the definition and sample for each search criterion.

Click to access the page (RB_USR_PREFERENCES) to specify the default search mode and settings for each search mode: basic and advanced. You can specify the same options available on this page on the Email Workspace User Preferences page.

Displays the date that the event occurred.

Displays the event name that is defined in the ERMS application. ERMS logs four types of events:

• Email Created (old and new values do not apply to this event).

• Email Routed to Group.

• Email Accepted.

• Email Canceled/Closed.

If the event captures changes to a specific field, these fields display the original and changed values.

Displays the user ID of the user who triggered the event.

Displays the name of the worklist from which the email was routed and to which it is sent. Individual worklists are identified by the associated user ID.

The first entry in the routing history represents the routing that the unstructured email process performs. Because this is the first time that the email is routed, the From field is empty.

Routings that occur after the first routing by the unstructured email process have a routing method of Manual.

Other routing method values apply only to the initial routing action of the unstructured email process. The following values indicate the criteria that the unstructured email process uses to select a worklist: Thread, Customer Event, Address, Domain, Content, and Worklist.

The following routing reasons indicate why the unstructured email process routed an email to the mailbox's default worklist: Routed, Bypassed, Oversized, and Encoding.

The following reasons are set by the system when it automatically moves an email to a new worklist: Accepted, Reassigned, and Requeued.

In addition to the reasons used by the system, the following reasons are available when users perform manual routing actions: Escalated, Misrouted, Overridden, and Other.

Displays the user ID of the person who performed the routing, along with the date and time when the routing was performed.

The user ID for the routing that the unstructured email process performs is the user ID that was used to schedule the process.

If an agent who manually reassigns an email to a new group worklist enters comments in the Select Worklist page, those comments appear here. Comments are required if the routing reason is Other.

Displays the current status of the email to reflect where the email stands. This status is read only and is maintained by the system. The same email status is shown in the toolbar summary area. The email workspace uses this value when it evaluates the response time alerts.

Displays the status of the mail processor in regards to the email. The mail reader process refers to the process state of emails when resending them through the system. Values are:

• Email Instance Created.

• Queue for Routing.

• Auto Responded by System.

• Email Routed.

• Mailbox Forwarding.

The process state is a system level status of where the email is in the preprocessing phase of the system. If you open emails from a worklist or the Multichannel Toolbar, the process state of the email is typically Email Routed. However all emails (regardless of the processing state) can be accessed using the Search Inbound Email component.

Displays the date and time when the inbound email was sent and received. The values for these fields come either from the mail server or the CRM database, depending on the mail server type (POP3 or nonPOP3). The number at the end of the values is the time zone offset between the mail server and the CRM database, in minutes. Take the Date Received value as an example. If the mail server is of type POP3, ERMS uses the date and time when the email was saved to the CRM database as the value of this field. In this case, the offset value is zero. But if the mail server is not a POP3 type, ERMS displays in this field the date and time information that was returned from the mail server. In this case, the offset value is present, ranging from +720 to -720.

The PeopleTools: PeopleSoft MultiChannel Framework contains more information on time zone offsets.

Specify if you want to include email history when responding to inbound email, and if so, indicate if the history should appear at the beginning or the end of the response.

Select to enable the system to prompt agents to enter a note after they have submitted outbound responses from the email workspace.

Specify the default maximum number of rows that users see from the activity result grid on the Recent Activities tab on the Email page.

Select the types of transactions (activities) to be included when the email workspace retrieves the default activity result list initially.

If no activity is selected in the Activity Type drop-down list box, the system uses the default activity list (those activities that are marked with the Default check box in the mailbox definition) to determine which activities to display on the Recent Activities tab of the email workspace.

Agents, however, can override the default activity list defined on the mailbox by selecting rows in the Recent Activity List grid of the Email Workspace User Preferences page. Activities that are selected do not change the actual list that appears in the Activity Type drop-down list box but changes the types of activities that are retrieved as part of the default activity list retrieval (when the Activity Type drop-down list box is empty).

Select whether the default search repository is document or solution. The default value is used in the Search group box on the Search Solutions/Documents page.

Select the default search mode that is used to perform PeopleSoft Search keyword search. Options are basic search, advanced search, and advanced search - more search options.

Specify the default maximum number of rows that users see from the search results grid on the Search tab on the Search Solutions/Documents page.

Select a default behavior to use based on user-entered text in the basic search. Options are:

• With all words (default).

• With the exact phase.

• With any words.

• Without the words.

Select a default word variation type to incorporate into the basic search. Options are:

• Alternate spellings.

• Exact words.

• Include synonyms.

• Similar sounds.

• Stemmings.

Select if you want the solution and document search to be case sensitive.

Select if you want to view the list of noise words that were used in a search. Noise words are excluded from the search process because they are often not meaningful to the search. Examples are prepositions (from, to, in, and up) and articles (a, an, and the).

Select behavior (none or multiple) that users can choose to use in the advanced search.

Click to overwrite the personalization setting with the system default setting.