Use this window to enter information about a SOAP mailbox you want to use for incoming messages. Make sure the SOAP mailbox has already been created on your mail server.
Default Queue |
The default queue for this mailbox. If a message is received from this mailbox and is not routed or no answered by rules the post incoming message rules will route the message to the specified mailbox |
Force Routing to Default Queue |
If this checkbox is enabled for the message the rule attribute for force routing to default queue can detect this and simply select stop processing the message which means it will not go through other rules and then be routed by the post incoming message rules to the default queue. |
Name |
The "friendly name" Response assigns the mailbox it uses as sender. |
E-mail address |
Indicates the e-mail address for the account. This is the return address used in replies to incoming messages to this account. Note that users can override this address if you allow them to change the From address in a reply or an originated message. |
Inbound server |
Indicates the name of your SOAP server. |
Server timeout |
Indicates the amount of time that should elapse during an attempt to connect to the SOAP server before KANA Response stops trying to connect. |
User |
Indicates the user name of the SOAP account to which you are connecting KANA Response. |
Password |
Indicates the password for the SOAP account to which you are connecting KANA Response. |
Outbound server |
Indicates the server to use for this account. If this is left blank, Response will use the SOAP inbound server. |
Optional Destination |
Indicates an optional queue name if the SOAP mailbox is specifying a KANA Contact Center. |
Use default water mark settings |
Indicates whether the mailbox uses default water mark settings of mailbox |
Low watermark |
Indicates the global low watermark for the mailboxes. |
High watermark |
Indicates the global high watermark for the mailboxes. |
Alert email to |
Indicates the alert email address for the mailboxes. To this email address, alert email will be sent when any mailbox reaches either to low or high watermark set |
Maximum message size |
Indicates the maximum size, in bytes, for an incoming message, including attachments. KANA Response truncates incoming messages that exceed this size. |
Active |
Indicates whether KANA Response will download mail from this mailbox. Select this option to activate the mailbox and start downloading mail. |
Mailbox group |
Indicates the mailbox group that this mailbox belongs to. |
Departments |
Filters mailboxes based on departments. By default the mailbox is assigned the root department. This option increases security by limiting Agent access to departments. Agents can only select mailboxes for the departments to which they are assigned in the “From” address for replies or originating email. |
Trusted |
Indicates that messages received through this channel will become secure or confidential. |
Outbound attachments allowed |
Indicates whether attachments are allowed on outbound messages. |
Priority |
Mail box is set with priority.
Mail Receiver priority is set in config.xml. High priority mail receivers will download messages only from high priority mailboxes. Medium priority Mail receivers will download messages from high and medium priority mail boxes. Low priority Mail receivers will download messages from all priority mail boxes. |
Default outbound character set |
Indicates the default character set to use for outbound messages originating in KANA Response. |
Character set for replies |
Indicates how to choose a character set for replies to customer e-mails: Let KANA Response choose: KANA Response determines the best selection. Use the incoming message character set: The reply uses the same character set as the original message. Use the default outgoing character set: The reply uses the character set defined by the Default outbound character set field. |
Handling replies containing the euro |
Indicates how to handle the euro symbol if the character set does not support it. Send reply in Latin-9: The reply uses the Latin-9 character set, which can handle the euro symbol. Send reply in Unicode: The reply uses the Unicode character set, which can handle the euro symbol. Replace euro with EUR: KANA Response replaces instances of the euro symbol with the abbreviation "EUR". Do not treat the euro specially: KANA Response ignores any issues related to the euro symbol. |
Save |
Saves the new SOAP mailbox and closes the dialog. |
Test |
Confirms the connection between KANA Response and this SOAP mailbox. |
Cancel |
Closes the dialog without creating a new SOAP mailbox. |
This matrix contains recommended default values for SOAP Mailbox and Aliases. The default character set should be UTF-8 for ALL locales/languages:
|
Western Europe (including USA) |
Japanese |
Simplified Chinese |
Traditional Chinese |
Default outbound character set |
UTF-8 This is different than the outbound character set for POP mailboxes. |
ISO-2022-JP |
GB2312 |
BIG5 |
Character set for replies |
Let KANA Response choose |
Let KANA Response choose |
Let KANA Response choose |
Let KANA Response choose |
Handling replies containing the euro |
Replace euro with EUR |
Replace euro with EUR
|
Replace euro with EUR
|
Replace euro with EUR |