Goal: Learn how to use CCTX for Mail services
Preconditions: LUCS is installed including the LUCS Component 'Mail Manger' (separate server license for Mail manager is needed!) , at least one Mail Service is set up.
Configuring Conversation Context for a Mail Service
|Step||WHERE||USER ACTION||RESULTS / SYSTEM REACTION|
|1||Topology / 0365 & Exchange Settings|
Depending on your environment add new Exchange Tenant.
O356 is not supported for Mail Manager / Mail Services!
|2||Topology / Credentials||Add the necessary credentials for the Exchange Tenant.|
|3||Topology / Mailboxes|
Add a new Mailbox for the Mail Service.
|4||Services / Conversation Context|
Add Conversation Context (CCTX ).
|5||Services / Default Answers||If wanted, default answers can be created, which are then available for the mail service to the agents.|
|6||Services / Services|
In this step, the conversation context and the required default answers must be linked to the already existing mail service.