FAQ

Where is the number of incoming mails defined?

The maximum number of mails which can be delivered to a particular agent is defined in the novomind iAGENT Supervisor. This number is therefore defined by the server and not by the customer. If you wish to change the number of mails that you automatically receive, please contact the relevant administrator or supervisor.

I cannot see all areas/buttons. How can I change this?

The surface of the novomind iAGENT Desk is aligned to a screen resolution of 1024 x 768 pixels. If you use a different screen resolution, then some of the margin areas may not be displayed. Please change the screen resolution accordingly. Moreover, the window size of the four displayed windows can be changed by shifting the black lines with the mouse.

I want to send a mail to another agent for processing. What do I do?

To forward a mail to another agent, you should use the Internal Forward function (cf. chapter Internal Forwarding).

Mail responses are not being dispatched immediately. How can I change this?

There are a number of reasons why processed mails may remain in the inbox for too long (i.e. longer than 10 seconds) before dispatch. To identify the source of your particular problem, please contact the administrator.

My buttons and messages are being displayed in a different language. Why is this happening?

novomind iAgent Desk supports different languages which can be selected and defined both by the administrator using the novomind iAGENT Supervisor and the agent using the Individual Settings options (see section Individual settings). Once the administrator has changed the language setting to the language you require, simply log off and then log in again. Your novomind iAGENT Desk buttons and dialogs will now be displayed in your language of choice.

Can the maximum size for memos be increased?

To make the novomind iAGENT system more flexible as regards the underlying database, the maximum memo size has been usually set at 3000 characters. Divide long memos into two or more memos.

The mail from a reactivated process is always delivered to the same agent. How come?

If an agent initiates a new process (reactivating a process also counts), they will be treated as the preferred agent when the mail is processed. The system attempts to allocate all mails of this type which have not already been distributed to the preferred agent. The agent can, for example, transfer the mail to another agent form processing by using the internal forward function.

The grey-coloured info box located underneath the mail Editor contains no information about the mail tone or language. Why’s this?

In order for the tone and language to be displayed correctly in the mail Editor, they must first be included in the response template. Please contact a supervisor or an administrator for further assistance.

I keep getting the error message “Timeframe too long” when I try to postpone a mail. What does this mean?

Supervisor and administrators are able to set a maximum length for the period of time for which a mail may be postponed. For example, they could choose to set a 48-hour limit. If you choose a time outside this limit, the error message that you mentioned above will be displayed. Please enter an earlier time and ask your supervisor or administrator whether the maximum resubmission time frame can be lengthened.

I would like to correct a hyperlink that has been entered in a mail that is to be released. How can I do this?

To view the hyperlink, simply remain with the mouse on the link- assigned word (or words). The link will now be displayed in the browser’s status bar. If the link is incorrect, then delete the existing link and create a new one.

Some mail in my inbox is presented in a coloured script. What does this mean?

There are several reasons why mail in the inbox can be coloured: The novomind iAGENT system marks mail with a red script if this mail has been ignored for too long while other mails have been processed. Certain criteria may be highlighted by a colour to draw attention to certain criteria, e.g. a foreign language, a certain established customer, a complex process and the like. The colours used for this purpose are freely selectable. Please ask your supervisor.

I would like to once again process a mail that I have already stored, but I am unable to edit the mail. Why is this not possible?

The original mail must be in the personal inbox before it can be edited again. If this is not the case then the mail concerned must be called from the global inbox. Only then can the stored mail be edited again.

How can I delete a CC/BCC address in the response mail?

To remove an address from CC/BCC, click the right-hand mouse key on the address, and then select Delete in the menu entry with a left click.

Why am I being sent identical mails from the same customer?

Depending on the supervisor settings, so-called customer doubles – these are identical mails from the same customer – can be sent to a privileged agent within a defined period.

Why is a mail displayed in the fax viewer even though it is a mail with a normal attachment?

If mails got into the system through an incoming account which has the channel FAX/Letter, the .TIF attachment will be displayed within the integrated FAX viewer automatically.

If a mail is to be sent to several recipients, how can I separate the addresses? With a comma or a semicolon?

Only one address can be entered in the “To” field per default. To send a mail to several recipients, the addresses have to be entered in CC or BCC. Click on the CC button so that the CC field can be edited. A field will then be opened in which an address can be entered. Simply click on CC once again to enter further addresses.
If configured, beside the main “To” address, further “To” addresses may be entered the same way. The main “To” address defines the contact that will be considered owner of this ticket and thus will receive this mail in their customer journey.

Which characters are allowed in email addresses?

Stored email addresses are encoded by iAGENT for security. If an email address contains certain unusual special characters, encoding can make the address unusable. However, no problems will be expected with the following characters:

• Letters from a-z
• Numbers
• The following characters: ! # $ % & ' * + - \ / = ? ^ _ ` { | } ~ " @ ( ) < > [ ] . , ; :