Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Manage a Personal Email Account
Every user in FocalScope can have one or more e-mail accounts. These accounts can be company e-mail accounts or other external e-mail accounts. FocalScope will download and send messages from external e-mail accounts, exactly as it does from internal company e-mail accounts. Let's look at how e-mail accounts are added to a user's account.
Add an E-mail Account
On the left pane of the Administration screen, expand the [Emails and SMS Accounts] node, then expand the [Personal] node. In the [Personal] folder, you will see a list of existing user accounts. To set up an e-mail for a user, select the user account from this folder.
Once user is selected on the left pane, the right pane will show any e-mail accounts that were previously configured for this user. You will see a blank page, if no e-mail account has previously been configured for this user. Right click anywhere on the right pane and then click [New...]. An e-mail account properties screen will appear as shown below...
General Properties
- Fill in the e-mail address' display name and description.
- Check "Schedule this account to check new e-mails automatically".
- Specify the interval of checking for new email, the system will download any emails for this account to FocalScope automatically.
- Specify the maximum number of e-mails to download each time.
Incoming (POP3) Server Details
- Specify your Incoming email server IP address or FQDN.
- Specify the server POP3 port. (Default port: 110).
- Choose if you want to "leave a copy of messages on the server".
- If you want to remove messages already in your email server, click "Remove all Copies" button.
- Specify the username and password.
- Click "Test POP3" to make sure your settings are correct.
You should see the test succeeded message as shown. Click [OK].
Outgoing (SMTP) Server Details
- Specify your Outgoing email server IP address or FQDN.
- Specify the server SMTP port. (Default port: 25).
- Choose "Log on to outgoing server as: Same as onto the incoming server" if the server does not require different usernames/passwords for incoming and outgoing. Otherwise, choose "using the below credentials" and fill in the username and password.
- Click on "Test SMTP" to make sure your settings are correct.
You should see the test succeeded message as shown. Click [Ok]
The newly created e-mail for this user is now reflected on the right pane of the administration screen.
Delete an E-mail Account
Deleting an e-mail account will not delete e-mail messages that are already downloaded into FocalScope, however the user will no longer be able to send or receive e-mails, via the deleted account, from within FocalScope.
In the right pane, select the email account to delete. Right click, and choose [Delete].
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