Monitor: Incoming Messages

How to get there: Monitor | Incoming Messages

The Incoming Message page enables a Timegate Web user with the correct security privileges to view incoming message details to diagnose any failed duty messages from the auto response features within Timegate Web. You can see the message, when and where it originated (by email or text message), along with the current status of the message and any associated error message. You could, additionally use the system to display any message sent into the specified customer email address enabling you to see any auto replies from escalation group users and any messages sent in from employees.

Access to this page is controlled by enabling the Incoming Message Log within the Operations security settings. Ensure both Operations and Incoming Message Log are configured to visible to see the menu.

Screen Layout and Fields

Type	The type of message that the incoming message item relates to. This will be either Email or SMS (text message).
Date Received	Date the message was received along with time
Email	The email address that the message has originated from. Select to view the employee record of the sender (if it's an email message)
Number	The telephone number that the message has originated from. Select to view the employee record of the sender (if it's a text message)
Subject	Subject of the email (if it's an email message)
Message	Select the envelope to view the contents of the message
Status	Indicates the current status of a message: Queued - message is queued and awaiting processing Processed - message has been processed Parse Failed - YES or NO cannot be found in the message by the system Processing Failed - the system tries to process the message but no response code was found allowing it do so
Error	Select the envelope to view the error message where parsing or processing has failed

Screen Actions

Search	Select the Search button at the top of the screen to search for incoming messages based on the search criteria set using the filters (see below)
Search	Enter a search term to search for a message
Start Date	Enter the date from which you wish the search for messages from (defaults to a month ago)
End Date	Enter the date to which you wish the search for messages from (defaults to today)
Message Type	Select the type of message you wish to search for. This can be either Email or SMS (text message).
Message Status	Select the status of the message you wish to search for from: Queued - message is queued and awaiting processing Processed - message has been processed Parse Failed - YES or NO cannot be found in the message by the system Processing Failed - the system tries to process the message but no response code was found allowing it do so