About Document Routing
A Document is defined as either an e-mail or fax that has been received by a mail account on either a Microsoft Exchange or Lotus Notes Mail Server.
Document Routing enables these documents to be automatically distributed to Queues with the IPFX Contact Centre module or sent directly to other e-mail addresses.
Faxes and e-mails can be routed as a form of multimedia, along with normal phone calls that are delivered to agents in the Contact Centre queue. This in turn enables a Contact Centre to use one system to control all forms of media that comes in and out of their Customer Service Department. It also provides one system to report and analyse all forms of contact to enhance and streamline the business.
Note: Fax messages (other than those created by IPFX Fax Server) are assumed to be in Cisco format, which is to say that the Subject of the e-mail message will contain caller information, as in this example: Subject: Inbound Fax [DNIS=4490][ANI=8483].
If a message cannot be identified as a Fax from a 3rd-party fax solution, it will be treated as a regular e- mail for document queuing purposes.