Configuring SMTP connections to Multimedia Contact Center

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

Configuring an SMTP connection enables Multimedia Contact Center to send outgoing mail through a contact center’s email server. The following explains how to configure an SMTP connection between Multimedia Contact Center and email servers. The outgoing settings you configure are applied to any email your system sends, such as server alarms, reports, and outgoing email interactions to customers.

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.

Configuring an SMTP connection requires you to
  • Add the mail server to YourSite Explorer

    If the mail server has not already been added, see "Adding mail servers".

  • Specify the server information for outgoing emails

    See the KB article appropriate to the media server, listed above

  • Specify the email account’s ‘From’ name and address
  • Specify the email account's aliases.
  • If required by the SMTP server, request logon credentials to send outgoing mail
  • Test the server’s SMTP socket connection to Multimedia Contact Center
    Note:

    To test the connection, administrators must have an email address configured for them in the Employees page. This email address receives notification of whether the test was successful.

To specify the server information for outgoing emails
  1. After SMTP Server, type the server’s IP address or name.
  2. Select the Use SSL check box if the server uses Secure Sockets Layer.
  3. After SMTP Port, type the server’s SMTP port number.
    Note:

    Google Apps for Business' port 465 is not supported.

  4. When using EWS, port 443 is frequently used.
  5. After Connection Timeout, type how many seconds the system has to connect to the server before timing out.
To specify the email account’s ‘From’ name and address
  1. After From Name, type the name that appears on outgoing mail.

    For example, ‘XYZ Company Sales’.

  2. After From Email Address, type the email address that appears on outgoing mail.

    For example, ‘xyzsales@email.com’.

    Note:

    This must be a valid email address. Add a queue email address that agents will select as the ‘From’ address in email responses and outbound emails, if this queue is not configured as an ‘Alias’ for the mail server.

To specify the email account's aliases.
  1. After Aliases, click the Browse button.
    Note:
    • Include all queue email addresses that agents will select as the ‘From’ address in email responses and outbound emails, if these queues are not configured as the ‘From Email Address’ for the mail server.
    • Failure to include all aliases will impact the ability of the Transfer activity to route inbound emails to all queues when using the <<DestinationQueues>> variable. For more information, see "Routing contacts with the Transfer activity".
  2. Type the mail server’s alias and click Add.
    Note:

    An alias can only be associated to a single mail server.

  3. If you want to associate additional aliases for the mail server, for each additional alias, type the alias and click Add.
  4. Click Ok

To request logon credentials to send outgoing mail

  1. Select the SMTP Authentication Required check box.
  2. Enter the Username, Password, and, in the case of Exchange, Domain information for the server’s email account.
    Note:

    If you use Google’s 2-step verification, enter the password specific to Multimedia Contact Center.

  3. Click Save.

To test the server’s SMTP socket connection to Multimedia Contact Center

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