E-Mail Server Administration Guide

This guide provides information for administrators regarding E-mail Server. In addition to the topics on this page, there is also information on the following:

• How E-mail Server uses JavaMail properties.
• The types of notification of delivery status and message disposition.
• How to customize the e-mails from external resources.
• How to set up Microsoft Azure or Gmail mailboxes for OAuth 2.0 authorization.
• How to split the To and CC email recipient list and generate an interaction (an individual email message) for each unique recipient in the list.

See also information, applying to both UCS and E-mail Server, on mixing IPv6 and IPv4 and on running the server as a Windows Service with TLS.

Limitations

• Attachments—There is no limit on the size of attachments to e-mails. You can use the maximum-msg-size option to limit the overall size of incoming messages (that is, the total size of all message parts, including the body and any attachments).
• UCS:
  • E-mail Server 8.1.2 can work only with UCS 8.1.1 or later (however UCS 8.1.1 can work with any version of E-mail Server).
  • E-mail Server 8.1.3 or later requires UCS 8.1.3 or later.
  • E-mail Server 8.5.x requires UCS 8.1.4 or later.
• For optimal performance, Genesys recommends that you use no more than 25 mailboxes with each instance of E-mail Server.

Note on deleting interactions in strategies

In its requests to UCS, E-mail Server provides parameters for tenant ID, Interaction type, Interaction subtype, status, and parent ID.

Therefore, when E-mail Server updates threaded interactions in UCS, the parent interaction must still exist in the UCS database. For example, in the case of a chat interaction and a chat transcript being sent, the parent must not be deleted before E-mail Server successfully sends the transcript.

In versions prior to 8.1.400.10, when E-mail Server sent an e-mail, it incorrectly updated the corresponding interaction in the UCS database. This incorrect update prevented statistics from being computed correctly.

List of Attached Files

Starting in release 8.1.0, inbound e-mails can include an attached data type _AttachmentFileNames, which contains a list of the names of files attached to the inbound e-mail.

Handling Unparsable E-Mails

If E-mail Server is unable to parse an incoming e-mail, it creates a new e-mail interaction (a "wrapping message") with the following characteristics:

• The header is the same as the header of the original, unparsable e-mail.
  • If the header of the original e-mail is unparsable, the subject of the new interaction is Unknown subject.
  • If the From address of the original e-mail is not valid, the From address of the new interaction is unknown@<default_domain>, where <default_domain> is the domain specified by the default_domain configuration option of the E-mail Server application.
• The text of the new interaction is Error encountered during preprocessing of this message + <reason_for_failure> + Original Incoming Email is attached to this Email.
• The original e-mail is attached to the new e-mail.
• The new e-mail has an attached key-value pair, whose key is _WrappingMessageReason and whose value is a text string that describes the reason for creating the wrapping message.