Correspondence Basics

Part II: Correspondence > Basics of Correspondence > Correspondence Administration

Correspondence Basics

With the Correspondence feature in XTRAC, you can set up an environment that lets operators create the following items:

Standardized letters sent to customers and others
For how operators work with customer correspondence, see the XTRAC Workbench User’s Guide.
Internal messages that operators send to each other
For information on how operators use internal messages, see the XTRAC Workbench User's Guide.

Using Microsoft Word, you can create XTRAC correspondence templates to standardize the format and content of letters and internal messages. XTRAC lets you create templates for the following items:

Paragraph
See Paragraph Templates.
Letter
See Letter Templates.
Internal Message
See Internal Message Templates

Correspondence can be generated manually or automatically.

Manual generation: Operators access correspondence templates from a work item. They can then review, edit, or print the correspondence using Microsoft Word. If a problem occurs, operators can cancel, reprint, or resubmit correspondence.
Automatic generation: You define rules that automatically generate correspondence under certain conditions. The rule specifies the correspondence template to use and the conditions that invoke the rule. For details, see Correspondence Generation Rules.

Correspondence Administration

To administer correspondence, you must first set up the following items in your correspondence environment:

Item	Required	Description
Operator profile	Required	The privileges and security groups required for operators who work with correspondence.
Correspondence types	Required	Categories of correspondence that can be treated as a group for printing, approval, and selection by an operator. You assign a correspondence type to each letter template you create. See Correspondence Types and Groups.
Correspondence type group for a specified node	Optional	Groups of correspondence types that you assign to a node. When an operator creates correspondence, the only correspondence types that they can select are associated with the operator’s current working node. See Correspondence Types and Groups.
Default printer for a specified node	Optional	The printer defined for a specified node that letters are sent to for printing. See Associating a Printer with a Node.
Default printer for a specified correspondence type	Optional	The printer that templates of a specific correspondence type are sent to for printing. See Printer Associated with the Correspondence Type.
Printer group	Optional	The printer that templates of multiple correspondence types can be sent to for printing. See Printers and Printer Groups.
Approval queues for a specified node	Optional	The queues that are defined for a specified node that letters can be sent to for approval before being printed and sent to a customer. See Assigning Approval Queues to a Node.
Approval queues for a specified correspondence type	Optional	The approval queues that templates of a specific correspondence type are sent to for approval before being printed and sent to a customer. See Approval Queues.
Approval group	Optional	The queues that templates of multiple correspondence types can be routed to for approval. See Assigning an Approval Group to a Node.