Mitel 6150 MCC manual The public folder name is the windows user name

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The overflow time is the length of time an e-mail will sit in the primary agent group queue before also being forwarded to a overflow agent group.

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The primary agent group is the group assigned to answer a particular e-mail message first.

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Priority assigns priority to queues. The highest priority is 1, and the lowest priority is 10. This allows you to answer queues of higher priority first.

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The public folder name is the windows user name.

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The public mail address is the company e-mail address. This is the address the customers will use to e-mail you.

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The reporting number is assigned for reporting purposes. This report number is referenced when creating a report about e-mail data from a particular queue. A queue reporting number must start with P and have three digits following. For example, the reporting number for a queue might be P123.

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The requeue time is the length of time the e-mail will sit in the assigned agent’s queue before it is assigned to another agent’s queue.

When an agent receives an e-mail message and fails to respond to the e-mail after X seconds, 6150 MCC places the agent in Make Busy and the e-mail message is requeued (placed back in queue). This requeued e-mail message has priority over the others and will be the next e-mail message answered.

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The response message is a message that is automatically sent to the client upon receipt of the clients e-mail. For example, “Thank you for your interest in prairieFyre Software. We have received your e-mail, and it is being handled by one of our agents. Please expect a reply shortly.” The response message is created with the Responses tab.

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The term service level is the turn-around-time goal. For example, if the service level is 20 minutes, the agents provided excellent service if they can respond to all e-mails within 20 minutes of receiving them.