Adding Ad hoc email rules

Last Updated : Dec 08, 2022 |

About this task

When an agent sends Ad hoc emails, depending on the Ad hoc email rule, the emails are first sent to the approver. After the Ad hoc emails are approved, they are routed to their respective recipients. If an Ad hoc email is rejected, it is routed back to the agent who created it.

Using this procedure, you can configure rules for sending the Ad hoc emails for approval and routing approved and rejected Ad hoc emails.

Procedure

  1. Start Omnichannel Administration Utility.
  2. In the navigation pane, click E-mail.
  3. Select Outbound Rules > Ad hoc Rules.
  4. Click Add.
  5. Enter Name of the rule.

    The next parameters on this page are used for fallback case, when rejected Ad hoc email was not able to be routed to original Contact Center user for rework.

  6. Select Priority of the Ad hoc rule.

    The Priority is used for routing of rejected Ad hoc email to available Contact Center users, when original Ad hoc sender was not available.

  7. Select Routepoint.

    Routepoint is used for routing of rejected Ad hoc email to available Contact Center users, when original Ad hoc sender was not available.

  8. Enter CS Lease Time.

    This field displays Context Store lease time. It indicates how long the contacts are stored in CS space. After expiry, Avaya Oceana® retrieves these contacts from the CS EDM if this data is needed.

  9. Select Fallback attributes such as Language and Department.

    Configure Fallback attributes for routing the rejected emails to an agent, when the agent who created the Ad hoc email is not available.

  10. Click Next.
  11. Configure the following Approval settings:
    1. Select Priority of the approval rule.

      The approval Priority is used for routing of Ad hoc email for approval.

    2. Select % of mail to send to approval.

      If you select this field value as more than 1, you must select at least one Approval attribute. If 0% is selected, an Ad hoc email is not send for approval.

    3. Select the required Approval attributes from the right panel.

      Configure Approval attributes to route the approved Ad hoc emails.

  12. Click Save.

Next Steps

Assign Ad hoc rule to email box.