Email addresses and mailboxes

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This topic is part of the manual Manage your Contact Center in Agent Setup for version Current of Agent Setup.

Set up agent mailboxes and specify additional From email addresses for agent responses.

Create and configure inbound and outbound mailboxes for your contact center through Digital Management in the Contact Center Settings section.


Mailboxes

1

The Email Mailboxes sub-section displays all configured mailboxes for your contact center. The mailbox table will be empty if there are no mailboxes configured.

Select a mailbox in this view to see its details displayed on the right side of the view.

You can also filter this view by Inbound and Outbound mailboxes, as well as search for mailboxes.

Add or edit a mailbox

1

To create a new mailbox, select either Inbound or Outbound from the Add Mailbox menu. A mailbox is created in a disabled state.

Mailboxes are enabled when they are assigned to a Digital application in Designer. If the application stream is disabled, so are the mailboxes assigned to it.

Once enabled, the selection box beside the mailbox turns red. The mailbox cannot be deleted until it is disabled.

Note: Only one outbound mailbox is permitted at this time.

To edit a mailbox, select the mailbox you wish to edit and click the Edit IW Edit Case Data Button 850.png button at the top of the page.

Use the following table for advice on how to fill in the mailbox creation/edit modal fields:

Outbound mailbox create and edit form

Label Field type Default values Possible values Action Description
Mailbox Name Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters smtp-client N/A A read-only field to be displayed Outbound mailbox names are set as smtp-client
From Address Strings: alphanumeric N/A N/A Create and Edit The email address associated with this account
Mailbox Strings: alphanumeric N/A N/A Create and Edit The name used to log in to the corporate email server
Password Strings: alphanumeric N/A N/A Create and Edit The password associated with this account
Host/Port/Type Drop-down list N/A SMTP Create and Edit The name of the corporate SMTP server

Inbound mailbox create and edit form

Label Field type Default values Possible values Action Description
Mailbox Name Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters N/A N/A Create only, Edit field is read-only Any valid login name associated with a POP/IMAP account
Max size Numeric: minimum = 5, maximum = 20 5 Range between 5 and 20 Create and Edit The maximum size (in MB) of an incoming message
Mailbox Strings: alphanumeric N/A N/A Create and Edit The login name associated with the POP/IMAP account
Password Strings: alphanumeric N/A N/A Create and Edit

Note: The user must type in a password.

The password associated with this account
Host/Port/Type Drop-down list N/A POP3, IMAP Select only Parameters of the corporate email server where the account resides


Add From addresses

1

You can configure your agent's potential From addresses displayed in Agent Desktop drop-down list of outbound emails.

When setting up additional addresses, you must first select or create the Business Attribute folder that will contain the Attribute Values that are used as available addresses. These come from the addresses of email interactions.

Once your intended Business Attributes folder is selected, you can begin adding new From email addresses by entering the address Name and an associated Display name. Once you have updated the users profile, the new From email addresses will be available for the agent to use when they start a new session or restart their current session.


Add or delete Business Attributes

Business Attributes can be added and deleted within Agent Setup through the From Address field in the Outbound Mailbox window.

From the main Email Mailboxes window, select the outbound email mailbox name and click the Edit IW Edit Case Data Button 850.png button.

From the drop-down list under From Address, select Add.... The Manage Email Addresses window opens. Here you can add a new Business Attribute, as well as delete an existing Business Attribute. (click to expand the image)

Email BA2 GAPI-19516.png


Setting up mailboxes for OAuth 2.0 authorization

You can set up mailboxes for the OAuth 2.0 authorization access to Microsoft Exchange Online API for Office 365 with the IMAP and EWS protocols. To do this:

  1. Create a Microsoft Azure application.
  2. Add application permissions.
  3. Complete special mailbox settings.

Create a Microsoft Azure application

OAuth defines the following grant types: authorization code, implicit, resource owner password credentials, and client credentials. The Genesys solution uses resource owner password credentials.

  1. Follow Steps 1-8 as described in this documentation to register an Azure public client application for the mailbox(es) that will be accessed by Genesys E-mail Server. Note that a single Azure application can support all mailboxes for the same company.
  2. In step 6, for entering the name in Supported account types:
    • Select Accounts in any organizational directory (Any Azure AD directory – Multitenant).
      Note: Single-tenant accounts, Accounts in this organizational directory only, are also supported.
    • Leave the Redirect URI empty (as well as in Step 7).
  3. Copy and paste the Application (client) ID and the Directory (tenant) ID into a text document that will be submitted to Genesys to configure mailboxes to use OAuth2.
After the application is created, it should look similar to this:
(Click to expand)
Where esj_office365_imap is the Azure application name. If you open the Supported account types and Redirect URIs, it should look similar to this:
(Click to expand)
The Application ID URI should be empty:
(Click to expand)

Add application permissions

Read through the article Permissions and consent in the Microsoft identity platform endpoint to learn about permissions and consent.

You might want to consult this document, Configure permissions for Microsoft Graph, although it focuses on getting permissions for the Graph API.

For IMAP and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:
(Click to expand)
Important
  • For the EWS protocol, the Azure application must have the following permission:
    User.Read
    EWS.AccessAsUser.All
  • For the IMAP protocol, the Azure application must have the following permission:
    User.Read
    IMAP.AccessAsUser.All

Special mailbox settings

The mailbox has the following special settings in the company’s system:

  • Multifactor authentication is disabled on the mailbox.
  • The IMAP protocol is enabled (if IMAP is used).
  • The POP3 protocol is enabled (if POP3 is used). (Note that OAuth2 for POP3 is not supported yet.)
  • Nothing is needed for the EWS protocol.

Migrating existing mailboxes

Genesys recommends that you create a mailbox for testing purposes to be used for migration to OAuth2. This test mailbox must also have its own credential. Ensure the Azure Application and mailbox setup is correct before migrating the mailboxes.

Contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care, to request mailboxes migration with the following data for each mailbox including the test mailbox:

  • Mailbox Name and its values of the test mailbox
  • directory-id—Specify the Directory (tenant) ID of the registered Microsoft Azure application for the test mailbox
  • client-id—Specify the Client ID of the registered Microsoft Azure application for the test mailbox
  • tenant-authority—Specify the authority server of the registered Microsoft Azure application if it is different from https://login.microsoftonline.com/
  • Is it a test mailbox—Yes or No
Important
If you have service issues, please contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care.