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
Create Personal Email Accounts
FocalScope is not an email server on its own, it relies on an existing POP3/SMTP email server like Microsoft Exchange. You will need to create email accounts in your email server and then set up those accounts in FocalScope so users can send and receive emails in FocalScope, from their FocalScope user accounts.
To create a personal email account, expand the [E-mail & SMS Accounts] node and select the [Personal] folder. A list of user accounts that exist in FocalScope, are listed under the [Personal] folder.
In the left pane, select the user account that you wish to assign an email account to. Right click anywhere on the right pane, then select [New...] to open the "E-mail account Properties" dialog.
Settings for e-mail account
- Key in the email address for this user under the [Email address:] field.
- Key in the persons name for in the [Display name:] field.
- Tick the [Schedule this account to check new emails automatically] option and set the [Check every] timer to 1 min.
- Key in mail server IP address or FQDN in the [Server name(address):] field. Under incoming server, leave port 110 unchanged.
- Key in the email account's username and password under the [User name:] & [Password:] fields.
- Key in mail server IP address or FQDN for the outgoing server under the "Outgoing (SMTP)" section. This is usually the same as the incoming server address, but check the configuration for your email accounts on your email server(s).
- In the [Log on to outgoing server as:] dropdown field, select "Same as onto the incoming server”.
You are done linking the email account for this user to their FocalScope user account. Click [Ok] to finish.
Go to the next lesson to learn how to Create Ticketboxes.
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