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Digital Management

Genesys Email enables you to create and configure inbound and outbound mailboxes for your contact center through Digital Management in the Contact Center Settings section.

Email Mailboxes

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The Email Mailboxes sub-section displays all configured mailboxes for your contact center. The mailbox table will be empty if there are no mailboxes configured.

Select a mailbox in this view to see its details displayed on the right-hand side of the page.

You can also filter this view by Inbound and Outbound mailboxes, as well as search for mailboxes.

Add or edit a mailbox

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To create a new mailbox, select either Inbound or Outbound from the Add Mailbox menu. A mailbox is created in a disabled state.

Once enabled, the selection box beside the mailbox will turn red, and the mailbox cannot be deleted until it is disabled again.

Information.png Note: Only one outbound mailbox is permitted at this time.

To edit a mailbox, select the mailbox you wish to edit and click the Edit IW Edit Case Data Button 850.png button at the top of the page.

Use the following table for advice on how to fill in the mailbox creation/edit modal fields:

Outbound mailbox create and edit form

Label Field type Default values Possible values Action Description
Mailbox Name Strings: alphanumeric, no special characters, no more than 40 characters smtp-client N/A A read-only field to be displayed Outbound mailbox names are set as smtp-client
From Address Strings: alphanumeric N/A N/A Create and Edit The email address associated with this account
Mailbox Strings: alphanumeric N/A N/A Create and Edit Specifies the name used to log in to the corporate email server
Password Strings N/A N/A Create and Edit The password associated with this account
Host Strings: alphanumeric and special characters to accommodate FQDN N/A N/A Create and Edit The name of the corporate SMTP server
Port Numeric 25 N/A Create and Edit Specifies the port number for connecting to the corporate email server
SSL Drop-down list start-tls start-tls, start-tls-required, ssl-tls Create and Edit
  • start-tls — Enables the use of the STARTTLS command (if supported by the server) to switch to a TLS-protected connection before issuing any login commands. If a TLS connection is not available, a plain-text connection is used.
  • start-tls-required — Enables the use of the STARTTLS command (if supported by the server) to switch to a TLS-protected connection before issuing any login commands. If a TLS connection is not available, the connection is aborted.
  • ssl-tls — Enables and enforces the use of Secure Sockets Layer (SSL) encryption when connecting to the corporate email server.

Inbound mailbox create and edit form

Label Field type Default values Possible values Action Description
Mailbox Name Strings: alphanumeric, no special characters, no more than 40 characters N/A N/A Create only, Edit field is read-only Any valid login name associated with a POP/IMAP account
Max size Numeric: minimum = 5, maximum = 20 5 Range between 5 and 20 Create and Edit Specifies the maximum size (in MB) of an incoming message
Mailbox Strings: alphanumeric N/A N/A Create and Edit The login name associated with the POP/IMAP account
Password Strings N/A N/A Create and Edit

Information.png Note: The user must type in a password.

The password associated with this account
Host Strings in format hostname@domainName.com or IP Address N/A N/A Create and Edit The host name or IP address of the corporate email server on which the account resides

Information.png Note: If connecting to an Exchange Server with EWS, the value must be the EWS URL, not the host name or IP address.

Port Numeric 110 Any valid port number Create and Edit The port number for connecting to the corporate email server
SSL Drop-down list start-tls start-tls, start-tls-required, ssl-tls Create and Edit
  • start-tls — Enables the use of the STARTTLS command (if supported by the server) to switch to a TLS-protected connection before issuing any login commands. If a TLS connection is not available, a plain-text connection is used.
  • start-tls-required — Enables the use of the STARTTLS command (if supported by the server) to switch to a TLS-protected connection before issuing any login commands. If a TLS connection is not available, the connection is aborted.
  • ssl-tls — Enables and enforces the use of Secure Sockets Layer (SSL) encryption when connecting to the corporate email server.
Mailbox Type Drop-down list IMAP IMAP, POP3, EWS Create and Edit Specifies the protocol used to retrieve incoming messages from a corporate email server

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This page was last modified on October 5, 2018, at 08:29.