Manage folders

View the Folders list

Add a folder

Edit a folder

Delete a folder

View the Folders list

  1. On the navigation pane, click Routing.
  2. Click the Folders tab. The Folders list appears. For navigation information, see List view and How to search. For column descriptions, see Add a folder.

Add a folder

Note

The folder's Email address field must contain a valid email address. You must add any special folders that do not require an email address directly in the database.

  1. On the Folders page, click Add. The New Folder dialog appears.
  2. Enter the following information:
  • Public folder name (required) — the folder name. This name appears in Outlook under Short Name/Public Folder Name. This name must not contain spaces, underscores, or special characters. It cannot be named CallBack, Config, Dead-Letter, No-Reply, Outbox, Processed, or Reply because these are the names of hidden system folders.
  • Email address (required) — the email address of the folder. This address must not contain spaces, underscores, or special characters. The address can have a maximum of 64 characters before the at sign (@) and a maximum of 254 characters after it.
  • Caller URL — the URL to send with the email. This URL appears in the agent interface.
  • Caller message — the message to send with the email. This message appears in the agent interface.
  • TQOS (sec) — the amount of time in seconds in which an email call should be answered. TQoS can be used to specify levels of service for incoming calls.
  • Groups — select the groups that have access to this folder.
  • Queue — select the queue to assign to messages that arrive at this folder without a queue.
  • Skills — select the skill requirements to assign to messages that arrive at this folder without a skill.

Note

Skill settings can come from many sources, including the Folder and the Queue. Folder skills are added to Queue skills and do not override them.

  • Mailbox — select the mailbox to assign to this folder.
  • Maximum email body size — for text mode only, the maximum email body size in characters to expose to scripts. The default is 8192 characters.

Note

To disable body fetching for both HTML and text, set to 0.

  • Email body script format — select the format for the email body exposed to the call arrival and other scripts. The default is HTML.

Note

  • We recommend that you use text mode and control the email body size.
  • In HTML mode, the entire body is available/exposed in scripts, which may have an impact on network bandwidth between MS and MCS, MS performance, and MCS memory growth.
  • In HTML mode, some types of embedded image links may be broken.
  1. Click OK.

Edit a folder

  1. On the Folders page, click the item to edit. The Folder: [Name] dialog appears.
  2. Edit the information. For details, see Add a folder.
  3. Click OK.

Delete a folder

Note

  • CCaaS does not delete email folders that contain items. If you try to delete an email folder that contains items or a timeout occurs, a message that the operation failed appears.
  • If the system administrator has not assigned your contact center to a Messaging Server, you cannot delete an email folder.
  1. On the Folders page, select the item/s to delete.
  2. Click Delete and then confirm the deletion. If a warning appears that lists the folders that were not deleted, click OK.