If you receive a message that should be answered by another person or sent to another department or queue, you can route it to them. In addition, you can route messages that you find when you are searching for messages.
Select the message in your Inbox.
Click Route. The Route dialog opens.
Specify the department, user, or queue you want to route the message to. Routing to a departments is the same as routing to the general pool of that department.
Click OK. The message is routed and removed from your inbox.
How do I create a new e-mail message?
How do I review the source of a message?