248 Nortel Networks Symposium Web Center PortalConfiguring e-mail for Symposium Web Center Portal Standard 2.0Setting up an auto-responseIntroductionSymposium Email Manager can send automated responses to customers’e-mails. These responses acknowledge the receipt of an e-mail. There are twokinds of auto-responses, an auto-acknowledgement, and an auto-reply:! An auto-acknowledgement is a general response to an e-mail. When youassign an auto-response to a skillset it becomes an auto-acknowledgement.Auto-acknowledgements can vary for each skillset. If you only want toassign an auto-acknowledgement for a rule, you assign the auto-acknowledgement to the skillset of that rule. You must not assign any auto-reply to the rule itself.! An auto-reply allows you to answer a customer’s e-mail queryautomatically without any direct agent involvement. You can create anauto-reply when you configure the rules for your system. When you assignan auto-response to a rule it becomes an auto-reply. When a rule succeeds,the transaction is assigned to a skillset. For more information about auto-replies, refer to “To assign an auto-reply to a new rule” on page 300.If, after the auto-reply is sent to the customer, you want to close thetransaction, you can do so by checking the Close Transaction box in theRule Administration (see “To assign an auto-reply to a new rule” on page300). (The Close Transaction function is an option for every rule and is notrelated to the auto-reply function.)Notes:! If you assign an auto-response to both the skillset and the rule, the customeronly receives the auto-reply from the rule.! If you have configured an auto-response for a rule or skillset, by default it issent when either a new transaction or a new reply is received. You canconfigure this so that auto-responses are only sent when the system receivesa new transaction, and not when it receives a new reply. To do this, youmust change the mail.acknowledgereplies setting. For more informationabout configuring your mail.acknowledgereplies setting, contact yourdistributor or Nortel Networks.
