Series: ACD email routing

Manage ACD email routing


An ACD-routed email message routes to a mailbox associated with a queue. This message then routes to the queue members. To open and read ACD-routed email messages, an administrator must configure an agent to receive them.

Prerequisite tasks


To create and set up a new queue, see Create and configure queues.

  1. Click Admin.
  2. Under Contact Center, click Queues
  3. Find the queue using search or by paging through the list.
  4. Click More and from the menu that appears, click Edit Queue
  5. Click the Members tab.
  6. To add a member to the queue, in the Select new members box begin typing the name of the contact and then select the appropriate match.
  7. To add the member to the queue, click Add .
  8. Repeat steps 6–7 for each member to add to the queue.


Prerequisites
  • Routing > Email > Manage permission assigned to any user role
  • Routing > Queue > Add, Delete, Join, and View assigned to any user role

View a user’s permissions

  1. Click Admin.
  2. Under People and Permissions, click People
  3. Find the user using the Search field or by paging through the list.
  4. Click More  and from the menu that appears, click Edit Person.
  5. Click the View Permissions tab.

The table lists permissions assigned to the user and the roles they are attached to. If the user does not have the appropriate ACD email routing permissions, assign them to the user’s role.

Assign permissions to a user’s role

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions
  3. Locate the role for which you want to add permissions.
  4. Click More and from the menu that appears, click Edit Role.
  5. Click the Permissions tab.
  6. Click All Permissions.
  7. Use search, or scroll to the list to locate and select the following permissions:
    • Routing > Email > Manage
    • Routing > Queue > Join, and View
  8. Click Save.


  1. Click Admin.
  2. Under People and Permissions, click People
  3. Find a user using search or by paging through the list.
  4. Click More and from the menu that appears, click Edit Person.
  5. On the Roles tab, choose to view All roles.
  6. Find the Agent role using search, or by paging through the list.
  7. In the Agent row, enable the role in the Assigned column.
  8. Click the People tab and repeat steps 2–7 for each additional user.
  9. Click Save.

Select the email domain and add email addresses

Select the email domain. Add email addresses and configure BCC recipients, routing options, and spam processing.

Note: Your PureCloud account can have a maximum of two email domains with up to 500 associated email addresses per domain. Before you begin, you must first create your company’s domain name. For more information about creating and configuring your email domain, see About ACD email routing.

  1. Click Admin.
  2. Under Contact Center, click Email
  3. Click Add Domain. 
  4. In the Domain Name box, enter the domain name.
  5. Click Save. 

The email address page opens for the new domain.


Preconfiguration considerations

Before you add email addresses to the domain, be aware of the following considerations:

  • The address you add to the From Email Address box must be an address configured in PureCloud.
  • Any addresses you add to the Reply To and BCC Recipients carry over with the address that you specify in the From Email Address box.
  • The address you add to the Reply to address box overrides the "Reply to" address the customer sees when replying to the original email.
  • An agent cannot see or remove the email addresses you add to BCC Recipients. 
  • An agent can send an email up to 50 recipients. The system considers the number of email addresses you add to BCC Recipients in that maximum number.
  • For email priority, when multiple waiting interactions exist, PureCloud ACD distributes them based on score. The calculation is: Interaction Score = {Time Waiting (in minutes)} + {Priority}. For example, a call waiting for 4 minutes with a 20 priority has a score of 24. That call routes before a call waiting 6 minutes with a 10 priority.[/bs_well]

Add email addresses to the domain

To add email addresses to the domain, follow these steps:

  1. In the Email Address box, type the email address the customer uses to send an email.
  2. In the From Name box, optionally type the agent, department, or organization name that appears to the recipient when a representative responds to an email. 
  3. In the From Email Address box, type the email address that the recipient sees when the agent responds to an email. 
  4. In the Reply To box, optionally type the email address that appears when an agent responds to an email.
  5. Under BCC Recipients, type up to five email addresses that you want to blind copy to the email.
  6. Under Email Routing, select to route all email, excluding email the system considers as spam, to a queue or a flow.
    Note: For outbound email only, you can also select not to route to a queue or flow.
  7. If you choose to route to a queue, do the following:
    1. Click the Queue list and choose the appropriate queue.
    2. To ensure that associated emails route to an agent with matching skills, in the Skills box add any ACD skills.
    3. To ensure that associated emails route to an agent with a matching language, click the Language list and choose a language.
    4. In the Priority box, optionally enter the email's priority. 
  8. If you choose to route to a flow, under Always route to this flow select a flow from the list.
  9. (Optional) Under Spam Routing, to configure how to route email that the system suspects is spam do one of the following:
    • Select Route spam email to this flow and then select a flow from the list.
    • Select Disconnect all email that is detected as spam.
  10. Click Save.
  11. To add more email addresses, click Add Email Address and repeat steps 1–9.



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