What is ERMS?: ERMS stands for E-mail Response Management system. It allows handling large amounts of incoming mails. Instead of having all mails sent to one mail queue, you can use rules to define which type of mails have to be routed to which queue. It also includes several automated features for processing of the e-mails. The organizational model is used for the routing of the mails, you can define if they are routed to unit, position or individual.
What are Rule policies?: A rule policy is a group of rules that apply a certain logic, such as based on country. All rules then apply for the e-mails from the same country.
WWhat is the rule modeler?: The rule modeler is the tool that allows you to create rules and rule policies. It is accessible via the WebUI.