RMS Products - RMS Exchange Interface

Incoming Structured Email

RMS Mail Exchange is similar to RMS Mail Monitor, but works specifically with MS Exchange, to extract information from a form. It is suitable for customers using Microsoft Exchange Server and running either Microsoft Outlook or Microsoft Exchange for their clients.

Both incoming mail options can be stand alone or used as fully integrated applications.

RMS Mail Exchange is a stand alone or fully integrated application. 

Features

Uses Microsoft forms to ensure accurate and quick call logging

Quick & Simple Form definition Form Editor allows supplied forms to be copied and edited to suit specific requirements. Each field on the form has a visible name and an internal name. The internal names are used by RMS to map the incoming information to the database. Fields can have default values, look ups, be mandatory or be hidden. Forms can be set up to prompt users for the information that is required for effective call handling and can be used for:

• logging calls
• updating existing calls
• reviewing call status

Support personnel can also use forms whilst working remotely without full access to the RMS application to:

• quickly and easily update a call close/clear a call

Automating incoming e-mails will help increase Service Desk efficiency by:

• automating call logging
• ensuring no transcription errors
• controlling the quality of logged calls
• generating call receipt by sending e-mail response including the call number to sender
• linking attachments to the call ensuring full details are recorded
• providing incoming e-mail forwarding services allowing them to be stored for future reference
• allowing the option to copy replies to alternative e-mail accounts
• scheduling alerts to ensure calls are dealt with in a timely fashion
• setting attention flag on calls
• speeding up call logging
• automatically updating and appending notes
• simplifying mail by providing access to MS Exchange Address Book (for Mail Exchange users)
• providing message validation
• improving call closure times
• facilitating out of hours services.

Ensures key personnel are emailed with the necessary information.

Further Reading

• RMS Mail Monitor - Unstructured Email

BACK