iService is composed of various components that are designed for different types of users. These components include:
1.iService Management Console - This is a Windows applications (typically installed on the database server) used to create new tenants and manage various aspect of the tenant that cannot be managed through the web interface. (see the iService Management Console user guide for more information).
2.Mail Monitor - This is a Windows application that provides a real-time view of the threads running for each iService tenant. (see the iService Management Console user guide for more information).
3.Mail Popper Service – This component operates as a Windows Service and is responsible for retrieving mail from monitored mailboxes, getting those messages into the iService database, and performing various email management tasks (sending auto-responses, filtering messages, etc.). For additional details regarding the Mail Processor, see the iService Administrators Guide.
4.iService Database – iService uses an MS SQL Server database to store its configuration information and interaction details. Each installation has a master database and separate databases for each tenant.
5.Web Services – iService is designed around the concept of a Service Oriented Architecture (SOA), and is comprised of web services that interact with the iService Database. These web services perform functions such as creating contacts, inserting call notes, sending email responses, etc. The web services are used by the iService tenant web site to provide the desired user experience. The web services allow users of iService to integrate with other applications or extend the functionality as necessary to achieve desired business results.
6.iService Tenant Web Site – iService users will perform all of their customer interaction functions using the iService web interface. This site is used by administrators that configure the site, as well as agents that are responsible for interacting with customers, prospects, etc.