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      EPIC Integration Setup

      How to configure EPIC for the integration via Email Monitoring.

      Step 1: Set up email monitoring. Please engage your EPIC support rep if help is needed as we cannot access your system for security reasons.

      Email monitoring set up

       

      Information from EPIC on emails that are unrouted

      Unrouted Emails

      In this area, you can manage messages received in the inbox of a shared or generic email address (for example, claims@youragency.com or sales@youragency.com). You do not need to maintain external mailboxes and then move information into Applied Epic because you have the ability to do everything without leaving the system. While you can read, reply, or forward these messages, more importantly, you can quickly attach each message to the appropriate account/policy.

      If configured to do so, the system routes incoming messages automatically to a specified employee or work group and can attach them to a specific account or policy automatically if they meet specific matching conditions.

      The system reads the sender’s email address on each message received and searches all existing accounts for the same email address associated at the account or contact level:

      • If no match is found, the email is delivered to the Unrouted Emails area, where you can attach the email manually.
      • If a 100% match for the sender’s email address is found on a single account or contact, the system then reads the subject line and attempts to match any policy number it contains with a policy on the matched account:
        • If only a 100% match of the sender’s email address is found on a single account or contact, the system attaches the message at the account level only.
        • If a 100% match of the sender’s email address is found on a single account or contact and a 100% match of the policy number in the subject line is found on a single policy, the system attaches the message to the account and the policy.

      If automatic routing is not configured, or the sender’s email address or a policy number in the subject line does not match an address on a single account or a specific policy on that account exactly, the system provides a list of potential Matching Accounts/Policies for each message based on the sender’s email address and any policy number in the subject line. The strength of each match is rated High, Medium, or Low. Attaching the email to an account or policy is as simple as clicking on one of these results, although you also have the option to attach to a different account or item if necessary. Once you attached an email, it no longer displays in the Unrouted Emails area.

      1. From Home, do one of the following:
      • Click Procedureson the navigation panel.
      • Click Areas > Procedureson the menubar.
      • Click the down arrownext to Home on the options bar and select Procedures.

      From any other area of the program, do one of the following:

      • Click the down arrowto the right of the Home options bar button and select Procedures.
      • Click Home > Proceduresin the menubar.
      1. Click Document Management on the navigation panel.
      2. Click Unrouted Emails on the navigation panel.
      3. Optionally select a radio button to filter the Unrouted Emails that display:
      • All:View all email sent to generic addresses to which you have access, regardless of any work group or employee association.
      • Work group:View only email sent to addresses associated to a specific work group. Select the Work group from the dropdown menu.
      • Employee:View only email sent to addresses associated to a specific employee. Select the Employee from the dropdown menu.
      1. Click the Locate button to populate the Incoming Email list.
      2. Click on an email in the Incoming Email list.

      The Preview Pane displays some of the message content, although it omits items such as images. Double click the email to open it and view its complete contents, or perform other email-related functions (for example, replying or forwarding).

      1. Review the Matching Account/Policies results listed for the selected message to identify likely account and policy matches in the system. You can change the columns that display in the Matching Account/Policies list, but remember that hiding the Acct Match or Policy Match columns will hide the match strength indicators and is not recommended.

      The system performs several checks to suggest possible matches for the message and determine the strength of those matches.

      First, it reads the sender’s email address and displays any accounts and policies associated with that address. If a match exists for the sender’s email address, the system searches the subject line for a policy number and lists any policies whose policy numbers contain at least one matching character.

      If the system finds at least one possible match for the email address or policy number, the Acct Match and Policy Match columns display one of the following match strength indicators:

      • High:The sender’s email address or policy number matches only one account or policy, respectively. If the list contains only one item in bold green text, it means that it is a High match at both the account and policy levels.
      • Medium:The sender’s email address occurs on two accounts, or the policy number in the subject line matches two policies.
      • Low:The sender’s email address occurs on more than two accounts, or the policy number in the subject line matches more than two policies.
      1. You can either attach the email to an account or policy in the Matching Accounts/Policies list or to a different item:
      • If the correct account or policy is listed in the results, do one of the following to attach the email to it. Be aware, however, that performing any of these actions attaches the email to the selected item. Once you have attached it, you cannot change its association from the UnroutedEmails
        •  
      • Double click on the itemin the list.
      • Right click on the itemand select Route Email to Matching Account.
      • Select the itemin the list and click Actions > Route Email to Matching Account on the menubar or options bar.
      • If no results display, the correct account/policy is not listed, or you want to attach the email to an item other than a policy, do one of the following to attach the email to a different item:
        •  
      • Click the Can’t find the right account?link label.
      • Right click on any item in the Matching Account/Policieslist and select Route Email to Another Accoun
      • Select any item in the Matching Accounts/Policieslist and click Actions > Route Email to Another Account on the menubar or options bar.

      Complete the Attach To screen to add an attachment as you normally would.

      Delete an Email

      At times, you may receive spam or other unwanted emails at a generic email address. When appropriate, you can delete these emails permanently. Proceed with caution, however, as there is no way to undo this deletion.

      1. Click the email you want to delete in the Incoming Email list and do one of the following:
      • Click the Delete
      • Press [Delete]on your keyboard.
      • Click File > Deleteon the menubar.
      1. You are prompted to confirm the deletion.
      • Click Yesor press [Y] to delete the message.
      • Click Noor press [N] to retain it.