Adding a mailbox

Last Updated : Oct 16, 2024 |
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Add a mailbox that the contact center can receive email interactions from and route them appropriately. You can use this procedure to add a mailbox other than a Microsoft mailbox. When adding a mailbox, you can define the mailbox password, general mailbox settings and configure 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.
Before you begin
Configure a mailbox on your mail server.
  1. In the navigation tree, click ChannelsEmail.
  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 mailbox name.
  4. In the Single Sign-On Provider list, select Custom.
    ADDITIONAL INFORMATION:
    Do not select Custom if you need to configure a Microsoft mailbox account. See Adding a Microsoft mailbox account.
  5. In the Email Address field, type the mailbox email address.
  6. In the Password field, type the mailbox password.
  7. 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.
    ADDITIONAL INFORMATION:
    The maximum value is 20 megabytes.
  8. To save a copy of each incoming email in the contact center database, select Save Original Email.
    STEP RESULT:
    Avaya Experience Platform™ Public Cloud saves a copy of the incoming email after the interaction is complete.
  9. To configure the settings for incoming emails, enable the Incoming Email Settings switch.
  10. 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.
  11. Depending on the selected protocol, to configure the settings for incoming emails.
  12. In the Fetch unread emails for last field, select the number of days.
    ADDITIONAL INFORMATION:
    The default value is 1 day. You can select any value between 1 and 30 days.
  13. To configure the settings for outgoing emails, enable the Outgoing Email Settings switch.
  14. In the Server Host field, type the mail server domain or IP address where the email account exists.
    ADDITIONAL INFORMATION:
    For example, you can type smtp.myemailserver.com.
  15. In the Server Port field, type one of the following port numbers:
    • 25: If you are using an unencrypted security protocol.
    • 587: If you are using an encrypted security protocol.
  16. In the TLS Type list, select the security protocol to use for receiving emails.
    ADDITIONAL INFORMATION:
    For TLS, Avaya Experience Platform™ Public Cloud only supports standard CA certificates, not self-signed certificates.
  17. In the Authentication Type list, select LOGIN or PLAIN.
    ADDITIONAL INFORMATION:
    This setting defines the authentication method for connecting to the mail server.
  18. In the Timeout (Secs) field, type the maximum amount of time in seconds during which the contact center attempts to retrieve an email.
    ADDITIONAL INFORMATION:
    The maximum timeout value is 120 seconds.
  19. To test the connection to the created mailbox, click Test Connection.
    STEP RESULT:
    If the contact center connects to the mailbox, you can see the Success status. If the connection status is Error, you need to reconfigure the mailbox.
  20. Click Save.
Next steps
Enable the mailbox.
Related links
Enabling a mailbox
IMAP setting descriptionPOP3 setting description