Configuring rule groups

Last Updated : Jan 09, 2023 |

About this task

Use this procedure to create or change a rule to route your email contacts.

You can create a rule with one or more of the following routing options:

  • Determine when the email was received (Office Hours)

  • Determine who sent the email (Sender Groups)

  • Determine the specific characters, words, or phrases in the email (Keyword Groups)

Rules can send an automatic response to a customer. Therefore no agent interaction is required.

A rule group contains a default rule for routing an email contact to a specific route point with a priority.

Before you begin

Configure an automatic response and an automatic suggestion response.

Procedure

  1. Start Omnichannel Administration Utility.
  2. In the navigation pane, click E-mail.
  3. Click Rule Groups.
  4. Perform one of the following steps:

    • Click New.

    • Select an existing Rule Group and click Edit.

  5. In the Rules section, perform one of the following steps:

    • Click the plus sign (+) button.

    • Select an existing rule.

  6. In the Current Search Criteria section, click New.
  7. To add search criteria based on the keyword match, perform the following steps:
    1. In the Add New Criterion section, select Keyword Match and click Go.
    2. In the Keyword Groups section, select the first keyword group and click > in the first row.
    3. In the Keyword Groups section, select the second keyword group and click > in the second row.
    4. Select the AND or AND NOT options to associate the second keyword group with the first keyword group.
    5. In the Keyword Groups section, select the third keyword group and click > in the third row.
    6. Select the AND or AND NOT options to associate the third keyword group with the first and second keyword groups.
    7. Click OK.
    Note:

    The total keyword match weightage must add up to 100 percent.

  8. To add search criteria based on the sender group, perform the following steps:
    1. In the Add New Criterion section, select Sender Group and click Go.
    2. In the Sender Groups section, select the required sender group and click >.
    3. Click OK.
    Note:

    The total keyword match weightage must add up to 100 percent.

  9. In the Current Search Criteria Summary section, click the rule name to view the details of each criteria that you configure.
  10. Click Next.
  11. In the Available Auto-Responses section, select a configured automatic response for the rule and click >.
  12. In the Available Auto-Suggests section, select a configured automatic suggestion for the rule and click >.

    To remove an automatic suggestion for the rule, click <.

  13. Click Next.
  14. Perform the following steps based on your requirement:

    • Select the Will use Office Hours check box to apply the Office Hours to the email message.

    • Select the Respond to original email check box and select the appropriate recipient Email inbox.

    • Select the Will Close Contact check box to close the contact.

    • Select the Call Open Interface web service check box and select the Web service associated with the rule.

  15. Keep the WorkFlow field blank.
  16. Optional To configure different Engagement Designer workflows to meet your specific requirements, perform the following steps:
    1. In the Engagement Designer Admin Console, select the Event Catalog tab.
    2. Select the required workflow and click Edit.
    3. In the Event Catalog dialog box, click Rules Editor.
    4. In the Edit Rule dialog box, set the criteria for the required workflow based on the WorkflowType value.
      Note:

      You must also create a default rule to handle all cases that do not meet the criteria.

  17. Click Next.
  18. In the General Settings section, perform the following steps:
    1. In the Name field, enter a name for the rule.
    2. In the Priority field, select the priority to assign to the contact.
    3. In the Routepoint field, select the Route Point name to apply for the rule. You must select the Email Route Point that you configured using Avaya Control Manager.
      Important:

      You must configure a Route Point when creating rule groups.

    4. In the CS Lease Time field, enter the appropriate value.
    5. In the Disclaimer field, enter the appropriate text.
    6. In the Profanity Profile field, select the required profanity profile.
      Note:

      The profanity validation is not applicable if no profile is set. You can also unset profanity profile from Rule by choosing the empty option in the drop-down list of profanity profiles.

  19. In the content pane, select the attributes.

    For example, Language.English.

  20. In the Approval Settings section, perform the following steps:
    1. In the Priority field, select the priority to assign to the contact.
    2. In the % of mail to send to approval: field, set the value for the percentage of emails to be sent through the approval process.
  21. In the content pane, select the Approval attributes for this rule.

    If the approval ratio, that is, the percentage of emails to be marked for approval is greater than zero, you must select at least one approval attribute from the Approval category to be saved on the rule.

    For example, Approval.Email.

  22. Click Save.

    The configured inbox approval ratio may not directly correspond to the percentage of the email being sent through the approval process as the approval ratio converges to the percentage set based on sufficient traffic through the system.

    An email approval ratio is also set on the Inbox in the Recipient Addresses configuration section. If the rule approval ratio and the inbox approval ratio differ, the higher value between the two is the effective value. For more information about email approval ratios, see Email approval ratios.