PEC-IWD/Current/Administrator/IWDMailboxes - Revision history

WikiSysop at 08:30, January 11, 2023

2023-01-11T08:30:55Z

WikiSysop at 18:56, August 23, 2022

2022-08-23T18:56:33Z

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

2021-11-09T20:31:46Z

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

Santhosh.annamalai@genesys.com: Published

2021-09-13T06:09:28Z

Published

Show changes

Santhosh.annamalai@genesys.com: Published

2021-07-16T11:43:14Z

Published

Peter.chaplin@genesys.com: Published

2021-03-31T16:48:51Z

Published

New page

{{Article
|Standalone=Yes
|DisplayName=View, edit, and create Genesys Engage cloud Email boxes
|TocName=View, edit, and create Genesys Engage cloud email boxes
|Context=Display and change details of all Genesys Engage cloud Email boxes ("mailboxes") and add new ones.
|ComingSoon=No
|Platform=GenesysEngage_cloud
|Role=Administrator, Developer
|Application=Agent Setup, Platform Administration
|Section={{Section
|sectionHeading=Before you start
|alignment=Vertical
|structuredtext=*The '''Mailboxes''' feature is displayed only if Genesys has provisioned the relevant email service.
*You can add up to 100 mailboxes per tenant.
*{{Link-SomewhereInThisVersion|manual=Administrator|topic=IWDRBAC|display text=Access privileges}} control access to this feature.
*Auto-acknowledgement emails are configured and stored in a Standard Response Library (SRL). For this you need either eServices Manager or Designer, depending on your implementation.
|Status=No
}}{{Section
|sectionHeading=View all mailboxes
|anchor=ViewAllMailbox
|alignment=Horizontal
|Media=Image
|image=AdvEmailSummary_New3.png
|structuredtext=In the '''Configuration''' tab of Workload Manager, click the email tool in the left-hand toolbar to display all configured mailboxes. From this summary screen you can:

*Enable/disable all mailboxes.
*Search the list of mailboxes.
*Edit, copy and delete mailboxes.
*Add a new mailbox. 
|Status=No
}}{{Section
|sectionHeading=View or edit a Gmail or Office365 mailbox
|alignment=Horizontal
|Media=Image
|image=oAuthSignout.png
|structuredtext=From the '''Mailboxes''' screen:

#Click the mailbox (of type '''Gmail''' or '''Office365''') you want to view or edit. A summary of the mailbox details appears (blank for a new mailbox).
#Optionally, sign in to the mailbox.
#View and/or edit the mailbox details.
#Optionally, add an auto-acknowledgement email, and address and sender details.
#Click '''Update''' to save any changes.
#Optionally, sign out.
|Status=No
}}{{Section
|sectionHeading=Add a Gmail or Office365 mailbox
|alignment=Horizontal
|Media=Image
|image=oAuthmailbox.png
|structuredtext=From the '''Mailboxes''' screen:

#Click '''Add Mailbox'''.
#In the '''Account Type''' drop-down menu, select '''Gmail''' for a Gmail account, or '''Office365''' for an Office365 account.
#In the '''Name''' field add the name of the new mailbox. At this stage you can save the new mailbox without any further changes or signing in.
#Optionally, sign in, by clicking the relevant '''Sign in with...''' button.
#Follow any authentication prompts that may be displayed. Once you are successfuly signed in, your new mailbox is automatically saved, and you can edit its details.
#Optionally, add an auto-acknowledgement email, and address and sender details.
#Click '''Update''' to save any changes.
#Optionally, sign out.
|Status=No
}}{{Section
|sectionHeading=View, edit, or add generic mailbox
|anchor=AddMailbox1
|alignment=Horizontal
|Media=Image
|image=Genericmailbox2.png
|structuredtext=From the '''Mailboxes''' screen:

#Click the mailbox (of type '''Generic''') you want to view or edit, or click '''Add Mailbox''' to create a new one.
#A summary of the mailbox details appears (blank for a new mailbox).
#Select '''Generic''' for the '''Account Type'''.
#Complete or edit the details for the mailbox using the field descriptions on this page.
#Click '''Update''' to save changes. 
|Status=No
}}{{Section
|sectionHeading=Set up auto-acknowledgement emails
|anchor=autoackemail
|alignment=Horizontal
|Media=Image
|image=AdvEmailAutoAck.png
|structuredtext=There are two ways to configure auto-acknowledgement emails:

*At the Mailbox level, using the auto-acknowledgement feature.
*At the {{Link-SomewhereInThisVersion|manual=Administrator|topic=IWDCategories|display text=IWD Category}} level.

Note: If auto-acknowledgements are configured at the mailbox level, configurations at the IWD Category level are ignored.

 
|structuredtextwide=To select or change an auto-acknowledgement email:

#Click the pencil icon to the right of the '''Auto-acknowledgement''' field. This displays the Standard Response Library (SRL) category tree.
#Navigate the tree, select an item and click it. Note that SRL contents must not have field codes configured.
|Status=No
}}{{Section
|sectionHeading=Field descriptions
|Status=No
}}
}}
{| border="1"
|-
! Field
! Description/Comments
|-
| Name
| Business name of the mailbox.
|-
| Enabled/Disabled
| Check to enable/disable this mailbox.
|-
| Username
| Email address of the mailbox. Mandatory.
|-
| Password
| Password for this username. Mandatory (mailbox of type Generic).
|-
| Account Type
| <tt>Generic</tt>, <tt>Gmail</tt>, <tt>Office365</tt>.
|-
| IMAP Host
| Hostname or IP address where the IMAP mailbox is hosted (mailbox of type Generic).
|-
| IMAP TLS Port
| TLS Port number for the IMAP mailbox (mailbox of type Generic).
|-
| SMTP Host
| Hostname or IP address where the SMTP mailbox is hosted (mailbox of type Generic).
|-
| SMTP TLS Port
| TLS Port number for the SMTP mailbox (mailbox of type Generic).
|-
| Status
| The mailbox connection status: 
[[File:tickstatus.png]] OK. 
[[File:yellowstatus.png]] No status information available. 
[[File:redstatus.png]] Connection not opened, or invalid user name/password.
|-
| Auto-acknowledgment
| Pathname and name of the auto-acknowledgment text assigned to this mailbox, or <tt>Not Assigned</tt>.
|-
| Auto-acknowledgment From Address
| 'From' address of the outgoing auto-acknowledgment email.
|-
| Auto-acknowledgement From Name
| The sender name to use in the outgoing auto-acknowledgment email.
|}

@@ Line 318: / Line 318: @@
 {{!}}}
 <br />
 |Status=No
 }}{{Section
@@ Line 328: / Line 344: @@
 *Use a private or Incognito browser window to sign in to a Gmail or Office365 account. When you are finished with creating a mailbox and you are required to create another one, close the current private browser window and open a separate private window to proceed with the next account.
 *Sign in to a cached email account and sign out of the account using a separate browser window to clear the cache. After you clear the cache, proceed with your mailbox sign-in. This does not require you to use a private browser window.
 |Status=No
 }}
 }}
 <br/>

@@ Line 11: / Line 11: @@
 |sectionHeading=Before you start
 |alignment=Vertical
-|structuredtext=*The '''Mailboxes''' feature is displayed only if Genesys has provisioned the relevant email service.
+|structuredtext=*Workload Manager displays the '''Mailboxes''' page only if Genesys has provisioned the relevant email service.
 *You can add up to 100 mailboxes per tenant.
 *{{Link-SomewhereInThisVersion|manual=Administrator|topic=IWDRBAC|display text=Access privileges}} control access to this feature.
-*Auto-acknowledgement emails are configured and stored in a Standard Response Library (SRL). For this you need either eServices Manager or Designer, depending on your implementation.
+*You can configure and store auto-acknowledgement emails in a Standard Response Library (SRL). To do this, you need either eServices Manager or Designer, depending on your implementation.
 *You must perform the instructions specified in {{Link-SomewhereInThisVersion|manual=Administrator|topic=IWDOfficeMailbox}} before configuring your Office 365 mailbox.
 |Status=No
@@ Line 28: / Line 32: @@
 *Search the list of mailboxes.
 *Edit, copy and delete mailboxes.
-*Add a new mailbox.<br />
+*View incoming and outgoing connection statuses.
 |Status=No
 }}{{Section
@@ Line 50: / Line 56: @@
 |image=oAuthmailbox.png
 |structuredtext=From the '''Mailboxes''' screen:
 #Click '''Add Mailbox'''.
@@ Line 55: / Line 62: @@
 #In the '''Name''' field add the name of the new mailbox. At this stage you can save the new mailbox without any further changes or signing in.
 #Optionally, sign in, by clicking the relevant '''Sign in with...''' button.
-#Follow any authentication prompts that may be displayed. Once you are successfuly signed in, your new mailbox is automatically saved, and you can edit its details.
+#Follow any authentication prompts that may be displayed. Once you are successfully signed in, your new mailbox is automatically saved, and you can edit its details.
 #Optionally, add an auto-acknowledgement email, and address and sender details.
 #Click '''Update''' to save any changes.
@@ Line 129: / Line 136: @@
 {{!}}-
 {{!}}Status
-{{!}}The mailbox connection status:<br />[[File:tickstatus.png]] OK.<br />[[File:yellowstatus.png]] No status information available.<br />[[File:redstatus.png]] Connection not opened, or invalid user name/password.
+{{!}}The mailbox connection status:<br />[[File:tickstatus.png]] OK.<br />[[File:yellowstatus.png]] No status information available.<br />[[File:redstatus.png]] Connection not opened, or invalid user name/password.{{NoteFormat|Engage cloud Email sends a notification regarding the mailbox status if an error occurs and a webhook has been configured to report the mailboxError event.|}}
 {{!}}-
 {{!}}Auto-acknowledgment
@@ Line 140: / Line 147: @@
 {{!}}The sender name to use in the outgoing auto-acknowledgment email.
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 304: / Line 318: @@
 {{!}}}
 <br />
 |Status=No
 }}
 }}
 <br/>

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=Yes
-|DisplayName=View, edit, and create Genesys Engage cloud Email boxes
+|DisplayName=View, edit, and create Genesys Multicloud CX Email boxes
-|TocName=View, edit, and create Genesys Engage cloud email boxes
+|TocName=View, edit, and create Genesys Multicloud CX email boxes
-|Context=Display and change details of all Genesys Engage cloud Email boxes ("mailboxes") and add new ones.
+|Context=Display and change details of all Genesys Multicloud CX Email boxes ("mailboxes") and add new ones.
 |ComingSoon=No
 |Platform=GenesysEngage_cloud