New Alias

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

Indicates the KANA Response name associated with the alias created on the mail server. This name is used by KANA Response only.

E-mail Address

Indicates the alias e-mail address. Note that users can override this alias if you allow them to change the From address in the original message.

SMTP server

Indicates an alternate SMTP server to use for this alias if you do not want to use the default SMTP server specified in the mail sender parameters for this partition. Note that specifying an alternate SMTP server can degrade KANA Response performance. Typically, you would leave this field blank.

SMTP port

Indicates the port number for the SMTP server specified in the preceding field. The standard number is 25. If you do not specify an SMTP server, then you need not specify a port.

Use SMTP Auth

Indicates the Response server will use ESMTP to validate the user before actually sending the email.

Here are some important points:

• The secure SMTP option is available to all outgoing SMTP servers only if SSL is turned on in the config.xml file.

• To use a secure socket,  you must check this option. Once checked, the next three required options become available.

After Use SMTP Auth is selected, the following three options appear:

SMTP User

The authenticated SMTP user name.

SMTP Password

The password for the SMTP user.

Secure SMTP (SSL)

Indicates the server uses a secure connection (SSL) for both outgoing mail (SMTP)and incoming mail.

Description

Indicates optional text that provides more information about the alias. It is useful to record the address for which this alias is being created.

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 messages are being received by Response through a trusted channel

Outbound attachments allowed

Indicates whether attachments are allowed on outbound messages.

Attachments can only be allowed on outbound messages through a trusted channel.

Priority

Alias is set with priority.  KANA Response maps incoming messages to mailboxes and aliases.  It determines mailbox or alias is associated with an incoming message by matching the address in the To field with an address in the KANA Response alias list

1. Low

2. Medium

3. High

Mail Receiver priority is set in config.xml. High priority mail receivers will download messages only from mailboxes associated with high priority aliases.

Medium priority Mail receivers will download messages from mailboxes associated with high and medium priority aliases .

Low priority Mail receivers will download messages mailboxes associated with all priority aliases.

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 your changes and closes the dialog

Cancel

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