Email Accounts

What are the Email Accounts?

With XCALLY Motion you can share a single mailbox among several agents and use it in a way similar to a voice queue.

XCALLY Motion offers a web client email specific for Customer Care needs, where the Agents share  all information: what you need to do is just to configure IMAP accounts, already existing on your provider, and manage email exchange using XCALLY Motion, as well as for the other channels.

The Email Accounts Section

In this Section you can add New Email Accounts and manage the existing ones.

Add a New Email Account

Click on 

Open

Insert the requested values:

• Name: the name of the email account

• Key: here you can define a short name (5 char maximum) for the Account that will be shown on the Agents Tabs

• Email Address: the origin email address of the messages (shown in the from field)

• List: the default List where the new email contacts will be saved in the Contacts Manager, if it is not already there

• Active: turn this flag on/off to activate/deactivate the Account

• Service: you can select

  • one of the available default services and simplify the SMTP server configuration (i.e. Gmail, Yahoo, Hotmail, Outlook 365);

  • Custom and specify the following values:

    • IMAP Host: IMAP address for receiving email (ask your email service provider)

    • IMAP Port: IMAP server typically listens on port number 993

    • SMTP Host: SMTP address for sending email (ask your email service provider)

    • SMTP Port: mail clients often submit the outgoing emails to an email server on port 465

• Authentication: turn this flag on to activate Security (using encryption protocol) using the following:

At the end click on Add Email Account.

On the Email Accounts list ,click on

• Edit the Email Account

• Verify SMTP connection 

• Go to Interactions list for the Account 

• Go to Realtime Email Account 

• Add Agent to Email Account

• Delete Email Accounts

Open

Edit an Email Account

Editing an Email Account you have a list of Sections:

Open

Settings

General

Open

In this section you can edit all the values inserted when adding the Email Account and:

• activate/deactivate the Account

• set the Mark as unread setting allows Agents to receive mail interactions on this account and mark them as unread

• Wait for the Assigned Agent: the time a new message waits for the same Agent currently managing the interaction (with closed tab) to accept it, when the Agent is not available on the system because logged out or in pause. By default 10 seconds; the allowed values range is 1-2147483. 

• Wait for the Assigned Queue: If the Agent currently managing the interaction doesn't accept a new message within the Assigned Agent Timeout or rejects it, the interaction is transferred to the Queue which the Agent is part of. The parameter Wait for the Assigned Queue is the time a new message waits for an Agent in that Queue to accept it, before proceeding with the action plan. By default 10 seconds; the allowed values range is 1-2147483. 

• write an optional Description

Authentication

Open

In this section you can define the parameters for the Authentication:

• Username: username for authentication inserted during email account creation

• Password: password for authentication inserted during email account creation

You can review or change the following values for the Internet Message Access Protocol:

• SSL: enable/disable the Secure Sockets Layer encryption protocol to secure communication

• Mailbox: default inbox used 

• Connection Timeout (sec): timeout for connecting to the server (default=10. You can increase this value if necessary)

• Authentication Timeout (sec): timeout for authentication (default=5. You can increase this value if necessary)