Email overview

Last Updated : Sep 24, 2021 |
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Experience Portal 7.0 and the later versions support email as an additional communication channel.
The major features driving the email capability are:
  • Sending outbound email messages.
  • Receiving and processing inbound email messages.
  • Sending a reply to inbound email messages.
  • Handling of delivery receipts from email messages.
The major components that are enhanced or added to the system include:
  • Email Web Application : A web application that provides a web user interface for configuring and managing the email-related components.
  • Email Processor : A web application that interacts with an email server over the SMTP and POP3/IMAP4 protocols, routes messages to Orchestration Designer email applications, and provides methods for sending email messages.
  • Orchestration Designer: A new application type called Email is added.
  • Application Interface Web Service : The service is enhanced for sending multimedia messages.
Experience Portal provides additional support for the multichannel features in the following ways:
  • Incoming email messages can be routed to Orchestration Designer email applications.
  • Delivery receipts can be routed to Orchestration Designer email applications.
  • Orchestration Designer applications of any type can send email messages. For example, a voice application can send an email message.
    Note:
    Experience Portal supports the following protocols:
    • POP3 or IMAP4 for incoming emails and SMTP for outgoing emails.
    • TCP or TLS or STARTTLS connections for inbound connections and outbound connections
  • Experience Portal provides multilingual email support.
  • Experience Portal supports attachments for inbound and outbound email messages.
  • Experience Portal provides built-in grammar support like word spotting for text-based messages.
  • The EPM system monitor displays real-time email statistics.
  • Contact and Session reports display the inbound and outbound email statistics. Emails have filters and summary options.
  • EPM Log Viewer, Alarm Manager, and Audit Log display voice, email, and SMS-related information.
  • The EPM installation program installs the email support application
  • Experience Portal provides high availability and scalability with load balancing across connections.