The outgoing email interface is an integral part of the RMS system. The email interface can be configured to operate through.
Email messages can be sent to alert users to new calls, or of specific events within the RMS system. For example, an alert could be sent automatically to a nominated problem manager when a priority 1 call is logged.
The email interface can also be used to improve communication with the end user. From within the call folder an email can be produced directly to the customer and automatically copied to the call notes. Predefined emails can be configured to be produced automatically at specific stages of the call progress, incorporating information from the call. For example, when the call is closed a message can be sent to the end user, advising them of this and perhaps asking for their satisfaction rating on the way the call was handled.
In addition, an email can be sent to the customers of all calls in a worklist. This may be a list of calls that are waiting for information from the customer and an email can prompt for that information.
