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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:

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.


  • 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.
This page was last modified on October 17, 2018, at 10:37.


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