Integrating Multimedia Contact Center with mail servers

Note:

Email routing to blind-copied queues is not supported.

Multimedia Contact Center integrates with mail servers using SMTP and IMAP or EWS connections.

Note:

SMTP, IMAP or EWS connections through web proxies are not supported.

The following servers are considered to be supported infrastructures for Multimedia Contact Center routing:
  • Exchange Server
  • Exchange Online (Office 365)
  • Google Apps for Business
  • IBM Domino
  • BlueHost

Verified versions for mail servers are described in the MiContact Center Business and MiVoice Analytics System Engineering Guide MiContact Center Business System Engineering Guide :

Multimedia Contact Center supports IMAP providers that use non-empty Namespace as mail servers. For information on the general requirements for mail servers, see "Mail server requirements".

We recommend configuring a single mail server connection with outgoing and incoming connections.

On the mail server, administrators must first configure a master email account to receive the email messages that Multimedia Contact Center copies. For these configuration procedures, please consult the appropriate third-party documentation. See also the Knowledge Base article appropriate to the server, listed below.

We recommend that, in addition to configuring a single, master email account to receive incoming messages for Multimedia Contact Center to copy, administrators configure aliases or, in the case of Exchange, distribution groups for the different multimedia service groups receiving ACD emails. For Exchange Server users, we recommend that the master email account from which Multimedia Contact Center copies emails is not the Domain Administrator account, due to Windows Security restrictions. An inbound workflow should route emails from this master account to service groups in the contact center, based on the ‘To’ addresses to which emails were sent. For example, administrators can create a master email account called ‘MyCompany@domain.com’, and create aliases or distribution groups for the contact center’s service groups.

Note:

Using aliases or distribution groups ensures that emails sent to multiple addresses in the contact center generate a single case number. If, instead of using aliases or distribution groups, email addresses are associated to different mail servers, a single email sent to these addresses will have different case numbers.

We recommend that the master account’s address is discrete from email aliases and distribution groups, and is not associated to any queues. For information on configuring your mail server with an email account and aliases or distribution groups, consult the following Mitel Knowledge Base article appropriate to the server.

Note:

For Exchange Server users, Multimedia Contact Center requires that the master account has Send As permissions to the distribution groups. See "Specifying Send As permissions in Active Directory".

For information on configuring email workflows to route based on specific addresses, see "Default Email Inbound workflow" and "Routing contacts with the To activity".

Once the contact center’s email client is connected to a supported server and an email account for the contact center is created, administrators can configure the mail server’s outgoing and incoming settings in YourSite Explorer.

Note:
Multimedia Contact Center supports the Exchange Web Services (EWS) protocol. The EWS protocol is supported only on Microsoft Exchange and Microsoft Office 365 and on the following servers:
  • Microsoft Exchange 2007 and all service packs
  • Microsoft Exchange 2010 and all service packs
  • Microsoft Exchange 2013 and all service packs
  • Microsoft Exchange 2016 and all service packs
  • Microsoft Office 365 online servers
Note:

Mitel is not responsible for any folder size restrictions on mail servers. If there are file size restrictions on your mail server, it is strongly recommended that the Processed folder created during Multimedia Contact Center mail server configuration be exempted from those restrictions or else routing functionality may be affected.

Note that, occasionally, mail servers incorrectly mark valid emails as spam. We recommend that administrators periodically check their mail servers’ spam folder to avoid losing important contacts.

For information on migrating from one mail server to a new mail server, see the following Mitel Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52085.aspx.

The following procedures tell administrators how to
  • Add a mail server to Multimedia Contact Center
  • Configure SMTP connections to Multimedia Contact Center
  • Configure IMAP connections to Multimedia Contact Center
  • Configure EWS;connections to Multimedia Contact Center
  • Delete a mail server from Multimedia Contact Center
Note:

Integrating Multimedia Contact Center with mail servers requires SMTP and IMAP or EWS server names and port information. Administrators must retrieve and enable this information before configuring SMTP and IMAP or EWS connections to Multimedia Contact Center. See the Knowledge Base article, listed above, appropriate to the server.

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