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Customizing E-mail Server

List of Forbidden Headers

E-mail Server does not allow certain headers to be added to outbound e-mail. These excluded headers are listed in the file com/genesyslab/icc/emailserver/ForbiddenHeaders.properties, contained in esj.jar, which is normally located in \GCTI\eServices 8.1.0\E-mail Server Java\<E-Mail Server Application name>\lib.

You can modify this list by extracting ForbiddenHeaders.properties to the <E-Mail Server Application name> directory, then editing the content. E-mail Server will then use this modified file. If there is no such file in the <E-Mail Server Application name> directory, E-mail Server uses the one in esj.jar.

Customizing the Format of External Resource E-mails

E-mails from external resources are received in plain text format. You can customize the format in which these e-mails are presented.

Chat Transcripts

Ordinarily when including the transcript of a chat session in an e-mail, the transcript is appended to the end of the e-mail. You can modify this as follows.

8.5.102.x and Earlier

Prior to release 8.5.103.x, you can place the tag [ChatTranscript] where you want the transcript to appear. You can do this in the plain text or the HTML version or both. The following figure shows an example (click to enlarge).

Chat Transcript Tag in Standard Response

8.5.103.x and Later

Starting with release 8.5.103.x, you can use the new tag <Genesys_Chat_Transcript>...</Genesys_Chat_Transcript> to indicate the position of the transcript in the email.

If you do not use the new tag, the transcript email works as in previous versions.

If you do use the new tag, the transcript displays

  • The end user's local timestamp
  • The chat start time, duration, and subject
  • The name and size of any files transmitted by chat

Also, if you use the new tag, note the following:

  • In the email, the transcript appears in place of the delimiters <Genesys_Chat_Transcript> and </Genesys_Chat_Transcript>. Within those delimiters, you can define the preferred timestamp format between the delimiters <Timestamp> and </Timestamp>, using any format defined in SimpleDateFormat (JavaSE-7). The following figures show a plain text standard response and the resulting email text (click to enlarge).

  • Transcript Tag in Standard Response 8.5.103

  • Sample Plaintext Transcript Email 8.5.103

  • If the timestamp format is invalid, the default timestamp format is yyyy-MM-dd’T’HH:mm:ss, and the error message Invalid Timestamp format provided in the Chat Transcript is logged (full description in next item).
  • The two error codes introduced in release 8.5.103.x are as follows:
    • 30001|STANDARD|CHAT_DATE_FORMAT_PARSE_ERROR|%sInvalid Timestamp format provided in the Chat Transcript.%s
    • 30002|STANDARD|CHAT_UNMARSHALL_ERROR|%sFailed to unmarshall the chat transcript XML.%s. When this error occurs, the chat transcript is not sent.

Starting with release 8.5.103.x, the HTML version of the e-mails that send chat transcripts supports Cascading Style Sheets (CSS) and the configuration must include the style tag (<style type="text/css">...</style>). See CSS for HTML Chat Transcripts for details.

This page was last edited on May 5, 2021, at 17:57.
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