Configuring IMAP connections to Multimedia Contact Center

The following configurations take place in Multimedia > Mail servers > Incoming.

IMAP connections enable Multimedia Contact Center to retrieve messages from a specified account on a mail server and define the folder from which Multimedia Contact Center retrieves messages. The following explains how to configure an IMAP connection between Multimedia Contact Center and a mail server.

For information on locating the required information from the contact center’s email server, consult the following Mitel Knowledge Base article appropriate to the server.

Exchange Server 2007 – https://mitel.custhelp.com
Exchange Server 2010 – https://mitel.custhelp.com
Exchange Server 2013 – https://mitel.custhelp.com
Exchange Online – https://mitel.custhelp.com
Google Apps for Business – https://mitel.custhelp.com
IBM Domino – https://mitel.custhelp.com

Configuring IMAP connections requires administrators to

Enable incoming server settings in YourSite Explorer
Specify the server information for incoming emails
Specify the email account’s username and password
Test the server’s IMAP connection to Multimedia Contact Center

Note:

If you have not added a mail server in YourSite Explorer or configured its SMTP settings, see "Adding mail servers", and "Configuring SMTP connections to Multimedia Contact Center".
If you are editing information for an existing server, select the media server and click the ‘Incoming’ tab.

To enable incoming server settings in YourSite Explorer

Select the mail server and click the Incoming tab.
Select the Enable Incoming Server Settings check box.

To specify the server information for incoming emails

Select the Use TLS check box if the server uses Transport Layer Security.
After Incoming Server, type the server’s IP address or name.
After Incoming Port, type the server’s IMAP port number.
After Connection Timeout, type how many seconds the system has to connect to the server before timing out.
After Incoming Folder, specify the email account folder from which Multimedia Contact Center retrieves email.
Note:
If the system should retrieve email from the Inbox, leave this setting as the default. If the system should retrieve email from a subfolder of the Inbox, specify the folder name. Multimedia Contact Center can retrieve email from a single folder only. Ensure emails to aliases and distribution groups are also routed to this folder.

To specify the email account’s username and password

Note:

Specifying the email account’s username and password authenticates Multimedia Contact Center to the mail server

Select the Same as Outgoing Server check box if the email account logon information is shared between the SMTP and incoming server.
If the logon information for the email account is discrete, enter the Username, Password, and Domain information required to receive mail.
Click Save.

To test the server’s IMAP connection to Multimedia Contact Center

Click Test Incoming Connection. If an error message is received, verify that the Incoming Server and Logon information is entered accurately. To troubleshoot, the default installation location for verbose logs is C:\Users\<current user>\Documents\CCMLogs\YourSite Explorer.txt.

↑