System Administration

This chapter covers many aspects of overall Response Manager system administration.

Working with Schedules

A schedule defines when a group mailbox is considered to be open and when a user is working. Schedules are important for accurate reporting of response times. They are also a factor in determining when a user is eligible for automatic message assignment.

The system schedule is like a template—it is copied to all new users and group mailboxes as they are created. Changes made to the system schedule will not affect existing users or group mailboxes, however. To minimize the amount of user and group mailbox schedule customization you must do, it makes sense to set up the system schedule first, so that users and group mailboxes are created with the correct default schedule.

  1. To set the system schedule, click the System tab.

    or

    To set a group mailbox schedule, select the group mailbox on the Group Mailboxes page and click Modify.

    or

    To set a user schedule, select the user on the Users page and click Modify.

  2. Click Schedule.

    Schedule icon
    Schedule icon

    The Schedule dialog box appears.

    Schedule dialog box
    Schedule dialog box
  3. Specify your business or working hours:

    Select this option… …to do this
    Always open Set the working time to be 24 hours a day, seven days a week. For user schedules, this option is labelled Always working.
    Weekly schedule Set the working time to be the same period for each working day. Select the starting and ending days for the work week, and select the starting and ending business hours for each day. User schedules can have two timespans instead of just one. You can use this feature to schedule users who work over day boundaries or to omit lunch breaks from schedules.
    Custom schedule Set working times separately for each day of the week. Select the working days and then the working period for each one. As with the previous option, user schedules allow you to specify two timespans for each day.
  4. Specify the holidays or days off for the group mailbox or user. Dates already marked as a holiday are shown in bold.

    Setting holidays
    Setting holidays
    • Select or enter the date(s).

    • Click Add/Remove.

    You can also click Import Holidays to import a list of holidays from a text file. The text file must contain a return-delimited list of dates in DD/MM/YYYY format. All dates in the text file are set as holidays/days off.

  5. Click OK.

Blocking Unwanted Messages

You can block incoming messages from specific email addresses. These messages are deleted immediately upon receipt. Blocked messages are not processed by rules, assigned to users, nor are they included in reports.

  1. On the System page, click Blocked Senders.

    Blocked Senders icon
    Blocked Senders icon

    The Blocked Senders dialog box appears.

    Blocked Senders dialog box
    Blocked Senders dialog box
  2. To add an address, enter the sender’s address in the Address field, then click Add.

    To edit an address, select an address in the list, then modify the address in the Address box and click Replace.

    To delete an address, select an address in the list, then click Delete.

  3. Click OK.

In addition to addresses entered here manually, the blocked senders list contains the email addresses of senders of messages flagged by users as spam. For information on how users can flag messages as spam, see “Flagging Messages as Spam” in the User Guide.

Working with Word Lists

Response Manager rules let you search messages using a list of words or phrases. For example, you could create a rule that deletes all messages containing obscene words. To help in quickly creating rules like this, you can define reusable word lists containing the words and phrases you want to find. For more information on rules, see Adding, Editing, and Deleting Mail Rules.

  1. On the System page, click Word Lists.

    Word Lists icon
    Word Lists icon

    The Word Lists dialog box appears.

    Word Lists dialog box
    Word Lists dialog box
  2. To create a word list, click Add.

    or

    To modify a word list, select the list and click Modify.

    Word List editing dialog box
    Word List editing dialog box
  3. In the Name field, enter a descriptive name for the list.

  4. In the box below the Name field, enter the words or phrases for the list, pressing Enter after each word or phrase.

    or

    To import a list of words from a text file, click Import. Select the text file and click Open. The file you select must be a plain text file with one word or phrase on each line.

  5. Click OK.

To delete a word list:

→ Next: Working with Categories

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