Administrator defined agent rights determine scope of availability of features that include the ability to view messages, view complete history of each message, view history of each contact, search for any message or messages with common search parameters. Shared inboxes allow multiple agents to respond concurrently to messages in the same inbox, without duplicating efforts.

Comprehensive email response management and archiving software. Administrator defined routing rules allow incoming emails to be automatically handled and routed to the appropriate agent groups for prompt attention.

Administrator defined agent rights determine scope of availability of features that include the ability to view messages, view complete history of each message, view history of each contact, search for any message or messages with common search parameters. Standard response libraries help companies deliver consistent messages to all customers.

Shared inboxes allow multiple agents to respond concurrently to messages in the same inbox, without duplicating efforts. Advanced, scheduled, reporting options allow administrators to realize average response and resolution times, who’s being most productive, and overall email trends.

Furthermore, MailFlow will include features that allow for alerts when unanswered emails have reached defined volumes or response time limits.

Load Balancing:
· VisNetic MailFlow now includes the ability to run multiple MailFlow instances against a single database. This allows users to distribute the MailFlow workload across multiple servers, providing increased stability, scalability and security. By employing load balancing you will immediately see improved performance and speed, a more stable MailFlow environment and you will “future proof” your MailFlow installation, ensuring that no matter how much your email traffic increases or your company grows, MailFlow will be able to accommodate your requirements.

Outbound Email Approval:
· This new feature allows you to require certain Agents to have their outbound emails approved by a supervisor or group of supervisors before the message is delivered. Ideal for Agents in training, this feature is a safeguard that allows you to oversee and collaborate on messages before they are sent. The feature allows supervisors to deliver the message after review or send it back to the Agent to make edits before sending. It also allows supervisors to enter Notes only viewable within MailFlow to assist with the editing process.

Enhanced Alerting:
· New Agent level Alerts are available that provide commonly requested, immediate notifications, making Agents aware of new inbound emails, tickets assigned to them, outbound messages being approved or returned to them, and more. These new alerts provide Agents with a new level of awareness and accountability.

Caller ID and Email History Pop Up Window:
· MailFlow is now capable of producing a pop up window when an inbound call is received, displaying the contact record of the caller, providing the Agent with immediate Caller ID and email history information of the contact before they answer a call. This new feature is enabled with 3CX IP PBX for Windows and the 3CX Call Assistant w/CRM Integration. It provides a new level of phone system integration, tying different forms of communication together into one common source, and allows your Agents to provide a higher level of customer service.

DataBase Logging:
· MailFlow logs can now be saved to the Microsoft database instead of the MailFlow file system. This new feature saves disc space on the MailFlow server, allows logs to be backed up during the database backup process, and is essential for customers utilizing load balancing.

VoIP Integration:
· VisNetic MailFlow is now able to authenticate directly with PBX servers, allowing users to manage their email and voice communications centrally on the MailFlow server. Outbound telephone calls can now be initiated directly within MailFlow using the phone numbers associated with each Contact record. VisNetic MailFlow currently supports 3CX IP PBX for Windows.

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