Technical

Workflow

MailManager has predefined workflows to manage incoming e-mail and webform inquiries. Contains service level agreements (SLA) triggers to automate e-mail routing and monitoring.

Each e-mail is allocated to one individual who has responsibility for it. E-mail is given a state - Open, Hold, Close or Overdue - which allows creating work-lists for agents, reporting on status and ensuring all e-mail is properly handled.

Sometimes e-mail will require more than one task to be completed. MailManager's branching workflow allows child tickets to be opened and allocated to other people.

Self Service Interface

MailManager interface is browser based, but with a familiar Windows style interface. A more standard appearance makes MailManager easier to learn and more intuitive for agents to use. A user's access rights determine how much information is displayed to them. Administration occurs through the same central interface, making maintenance tasks easier.

Web Based Client

A web browser is required to use MailManager. To access all of the features, including the built-in HTML editor, you will need to use a minimum of:

• Internet Explorer 7.x
• Firefox 2.x
• Opera 9.x
• Safari 3.1

MailManager has also been tested on Safari, Konqueror 3 and Opera 7, and is fully functional other than the HTML editor.

Custom Meta Data

Metadata is an extra information that can be added to e-mail. It allows richer searching and advanced reporting.

All organizations have different metadata requirements. Rather than limiting you to a particular metadata schema MailManager allows you to decide what metadata you require.

Platform & Scalability

MailManager is multi-platform and is supported on RedHat Linux, SuSE Linux, Debian, Windows 2000, Windows XP, Solaris and Mac OS X. MailManager will store as much e-mail, as the relational database will handle. Databases of many terabytes (1024 gigabytes) are common.