Adding a Microsoft mailbox account

Last Updated : Oct 16, 2024 |

About this task

Add a Microsoft mailbox account that the contact center can receive email interactions from and route them appropriately. When adding a Microsoft mailbox account, you can configure general account settings and parameters for incoming and outgoing emails. Avaya Experience Platform™ Public Cloud supports IMAP and POP3 protocols for incoming emails and the SMTP protocol for outgoing emails.

Important:

  • You can add only an account that is managed by a Microsoft tenant with an Azure Active Directory.

  • You must use the Microsoft Single Sign-On Provider to configure a Microsoft mailbox account.

  • If you are adding an enterprise Microsoft account for the first time, when signing in to the account, you can see the Approval required window. You must submit an approval request and contact your IT department to approve the request. You need to submit the request and get it approved only once for all accounts in the same Active Directory.

Before you begin

Ensure you have a Microsoft account.

Procedure

  1. In the navigation tree, click Channels > Email.
  2. On the Email Mailboxes page, click Create Email Mailbox.
  3. On the New Email Mailbox page, in the Mailbox Name field, type the new account name.
  4. In the Single Sign-On Provider list, select Microsoft.
  5. In the Email Address field, type the Microsoft account email address.
  6. In the Max Email size (in MB) field, type the maximum size of email messages that the contact center can retrieve from the mail server.

    The maximum value is 20 megabytes.

  7. Optional To save a copy of each incoming email in the contact center database, select Save Original Email.

    Avaya Experience Platform™ Public Cloud saves a copy of the incoming email after the interaction is complete.

  8. To configure the settings for incoming emails, enable the Incoming Email Settings switch.
  9. In the Incoming Protocol list, select one of the following options:

    • IMAP: To use the IMAP protocol for incoming emails.

    • POP3: To use the POP3 protocol for incoming emails.

  10. Optional If you selected IMAP for incoming emails, in the IMAP Protocol list, select IMAPS.
  11. In the Account Folder field, type the account folder that the contact center pulls incoming emails from to route to agents.

    For example, you can type Inbox.

  12. In the Timeout (Secs) field, type the maximum amount of time in seconds during which the contact center attempts to connect to the mail server.

    The maximum value is 120 seconds.

  13. Optional If you selected POP3 for incoming emails, to delete all incoming emails from the mail server after the interaction is complete, select Delete Email From Server.
  14. To configure the settings for outgoing emails, enable the Outgoing Email Settings switch.
  15. In the Timeout (Secs) field, type the maximum amount of time in seconds during which the contact center attempts to connect to the mail server.

    The maximum value is 120 seconds.

  16. To connect to the Microsoft mail server, click Save and Connect.
  17. In the Sign in window, type your Microsoft account credentials and click Sign In.

    If you are adding an enterprise Microsoft account for the first time, you can see the Approval required window. You must submit an approval request and contact your IT department to approve the request. You must save the account configuration and resume configuring after the IT department approves the request.

    After successfully signing in, you can see the Connection is successful notification.

  18. To test the connection to the created account, click Test Connection.

    If the contact center connects to the account, you can see the Success status. If the connection status is Error, you need to reconfigure the account.

  19. Click Save.

Next Steps

Enable the account.

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