PEC-AS/Current/ManageCC/Email addresses and mailboxes - Revision history

WikiSysop at 08:00, September 27, 2022

2022-09-27T08:00:42Z

WikiSysop at 14:30, September 9, 2022

2022-09-09T14:30:59Z

WikiSysop at 13:48, August 18, 2022

2022-08-18T13:48:03Z

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

2022-08-16T13:51:09Z

Text replacement - "Agent Desktop" to "Agent Workspace"

Santhosh Annamalai: Published

2022-06-20T09:13:31Z

Published

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:28:48Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Valentina.petrov@genesys.com: Published

2021-11-04T20:18:16Z

Published

Valentina.petrov@genesys.com: Published

2021-10-11T17:21:27Z

Published

Peter.chaplin@genesys.com: Published

2021-03-31T19:36:13Z

Published

Valentip: Published

2020-09-15T00:24:41Z

Published

@@ Line 173: / Line 173: @@
 {{AnchorDiv|CMAA}}
 ===Create a Microsoft Azure application===
-Starting with version 8.5.205.03, Email can support the Graph API with Client Credentials Grant Flow.
+Starting with version 8.5.205.03, Email can support the Graph API with Client Credentials Grant Flow with client secret only.
 OAuth defines the following grant types: authorization code, implicit, resource owner password credentials, and client credentials. The Genesys solution uses resource owner password credentials.

@@ Line 171: / Line 171: @@
 #Add application permissions.
 #Complete special mailbox settings.
 {{AnchorDiv|CMAA}}
 ===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.
-#Follow Steps 1-8 as described in {{#Widget:ExtLink|link=https://www.appypie.com/faqs/how-can-i-get-my-microsoft-acount-client-id-and-client-secret-key|displaytext=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.
+#Follow Steps 1-8 as described in {{#Widget:ExtLink|link=https://www.appypie.com/faqs/how-can-i-get-my-microsoft-acount-client-id-and-client-secret-key|displaytext=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.{{NoteFormat|The Azure client application does not need to be public if it is for Graph.|}}
 #In step 6, for entering the name in Supported account types:
-#*Select '''Accounts in any organizational directory (Any Azure AD directory – Multitenant)'''.
+#*Select '''Accounts in any organizational directory (Any Azure AD directory – Multitenant)'''.{{NoteFormat|Single-tenant accounts, Accounts in this organizational directory only, are also supported.|}}
 #*Leave the '''Redirect URI''' empty (as well as in Step 7).
 #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.
@@ Line 190: / Line 189: @@
 Read through the article {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-permissions-and-consent|displaytext=Permissions and consent in the Microsoft identity platform endpoint}} to learn about permissions and consent.
-You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API.
+====Graph====
-For IMAP and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:[[File:ems-app4.png|center|thumb|(Click to expand)]]{{NoteFormat|
+{{NoteFormat|
 *For the EWS protocol, the Azure application must have the following permission:
 *:User.Read
@@ Line 198: / Line 213: @@
 *For the IMAP protocol, the Azure application must have the following permission:
 *:User.Read
-*:IMAP.AccessAsUser.All}}
+*:IMAP.AccessAsUser.All
 {{AnchorDiv|CMS}}
 ===Special mailbox settings===
 The mailbox has the following special settings in the company’s system:
-*Multifactor authentication is disabled on the mailbox.
+*Multifactor authentication is disabled on the mailboxes for the legacy protocols (POP3, IMAP, SMTP, and EWS).
 *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.)

@@ Line 190: / Line 190: @@
 Read through the article {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-permissions-and-consent|displaytext=Permissions and consent in the Microsoft identity platform endpoint}} to learn about permissions and consent.
-You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API and you must configure application permissions for Office 365 Exchange Online.
+You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API.
-For IMAP, POP3, and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:
+For IMAP and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:[[File:ems-app4.png|center|thumb|(Click to expand)]]{{NoteFormat|
 *For the EWS protocol, the Azure application must have the following permission:
 *:User.Read
@@ Line 208: / Line 198: @@
 *For the IMAP protocol, the Azure application must have the following permission:
 *:User.Read
-*:IMAP.AccessAsUser.All
+*:IMAP.AccessAsUser.All}}
 {{AnchorDiv|CMS}}
 ===Special mailbox settings===

@@ Line 146: / Line 146: @@
 |Media=Image
 |image=ASManageEmail Address.png
-|structuredtext=You can configure your agent's potential From addresses displayed in Agent Desktop drop-down list of outbound emails.
+|structuredtext=You can configure your agent's potential From addresses displayed in Agent Workspace 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.

@@ Line 190: / Line 190: @@
 Read through the article {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-permissions-and-consent|displaytext=Permissions and consent in the Microsoft identity platform endpoint}} to learn about permissions and consent.
-You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API.
+You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API and you must configure application permissions for Office 365 Exchange Online.
-For IMAP and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:[[File:ems-app4.png|center|thumb|(Click to expand)]]{{NoteFormat|
+For IMAP, POP3, and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:
 *For the EWS protocol, the Azure application must have the following permission:
 *:User.Read
@@ Line 198: / Line 208: @@
 *For the IMAP protocol, the Azure application must have the following permission:
 *:User.Read
-*:IMAP.AccessAsUser.All}}
+*:IMAP.AccessAsUser.All
 {{AnchorDiv|CMS}}
 ===Special mailbox settings===

@@ Line 12: / Line 12: @@
 |structuredtext=Create and configure inbound and outbound mailboxes for your contact center through '''Digital Management''' in the '''Contact Center Settings''' section.
-{{NoteFormat|These instructions below refer to setting up E-mail Server (classic) in Engage Cloud. If you are using the latest version of Genesys Engage cloud Email (powered by our IWD solution), refer to the topic {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDMailboxes|display text=View, edit and create Genesys Engage cloud Email boxes}} for instructions on setting up your email mailboxes in Workload Manager.|}}
+{{NoteFormat|These instructions below refer to setting up E-mail Server (classic) in Engage Cloud. If you are using the latest version of Genesys Multicloud CX Email (powered by our IWD solution), refer to the topic {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDMailboxes|display text=View, edit and create Genesys Multicloud CX Email boxes}} for instructions on setting up your email mailboxes in Workload Manager.|}}
 |Status=No
 }}{{Section
@@ Line 172: / Line 172: @@
 #Complete special mailbox settings.
-{{NoteFormat|E-mail Server (classic) only supports EWS, POP3, and IMAP protocols and does not support the Graph API protocol. The Graph API protocol is supported by Advanced Email (powered by our IWD solution). Refer to the topic  {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDMailboxes|display text=View, edit and create Genesys Engage cloud Email boxes}}.|}}
+{{NoteFormat|E-mail Server (classic) only supports EWS, POP3, and IMAP protocols and does not support the Graph API protocol. The Graph API protocol is supported by Advanced Email (powered by our IWD solution). Refer to the topic  {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDMailboxes|display text=View, edit and create Genesys Multicloud CX Email boxes}}.|}}
 {{AnchorDiv|CMAA}}
 ===Create a Microsoft Azure application===

@@ Line 153: / Line 153: @@
 |sectionHeading=Add or delete Business Attributes
 |alignment=Vertical
 |Status=No
 }}{{Section
@@ Line 198: / Line 205: @@
 ===Migrating existing mailboxes===
-Create a mailbox for testing purposes to be used for migration to OAuth2. This test mailbox must also have its own credentials. Ensure the Azure Application and mailbox setup is correct before migrating the 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:
@@ Line 207: / Line 214: @@
 *'''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
+*Is it a test mailbox—Yes or No
 {{NoteFormat|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.|}}
 |Status=No
 }}
 }}