Experience Portal 7.0 and the later versions support email as an additional communication channel.
The major features driving the email capability are:
Sending outbound email messages.
Receiving and processing inbound email messages.
Sending a reply to inbound email messages.
Handling of delivery receipts from email messages.
The major components that are enhanced or added to the system include:
Email Web Application : A web application that provides a web user interface for configuring and managing the email-related components.
Email Processor : A web application that interacts with an email server over the SMTP and POP3/IMAP4 protocols, routes messages to Orchestration Designer email applications, and provides methods for sending email messages.
Orchestration Designer: A new application type called Email is added.
Application Interface Web Service : The service is enhanced for sending multimedia messages.
Experience Portal provides additional support for the multichannel features in the following ways:
Incoming email messages can be routed to Orchestration Designer email applications.
Delivery receipts can be routed to Orchestration Designer email applications.
Orchestration Designer applications of any type can send email messages. For example, a voice application can send an email message.
Note:
Experience Portal supports the following protocols:
Experience Portal provides multilingual email support.
Experience Portal supports attachments for inbound and outbound email messages.
Experience Portal provides built-in grammar support like word spotting for text-based messages.
The EPM system monitor displays real-time email statistics.
Contact and Session reports display the inbound and outbound email statistics. Emails have filters and summary options.
EPM Log Viewer, Alarm Manager, and Audit Log display voice, email, and SMS-related information.
The EPM installation program installs the email support application
Experience Portal provides high availability and scalability with load balancing across connections.
