Example
With the Send as group option enabled, administrators can configure distribution group address. This address is set to the From header of each email that goes out from the Avaya Oceana® mailbox. All outgoing emails from the agents are configured with the email address of the distribution group, instead of the actual mailbox from which the emails are sent.
The EmailService sends emails from an actual mailbox configured. However, EmailService checks if the Send as group option is configured for that mailbox. If the Send as group option is enabled, the distribution group address is set as the From address for the email.
This is applicable for all the outgoing email, including Ad-hoc emails, forwarded emails, and auto-replies sent from the mailbox for which the Send as group is configured.
Note:
The Send as group feature is supported only for Microsoft Office365 email provider.
A customer sends a new email from customer@mydomain.com to OceanaGroup@avaya.com, which is an email distribution group.
Distribution group address is configured in the mail server and Avaya Oceana® as Distribution group mailbox type.
Email server receives a new email and places in each mailbox in the distribution group.
Avaya Oceana® polls a new email from OceanaMailbox@avaya.com mailbox and passes it to the agent.
OceanaMailbox@avaya.com mailbox is configured in Avaya Oceana® for email polling.
Agent writes a response to customer@mydomain.com.
Avaya Oceana® EmailService receives a new outbound email to process, checks database configuration for mailbox OceanaMailbox@avaya.com, and sets an appropriate sender address, OceanaGroup@avaya.com, for a new email message.
The customer receives a new email from OceanaGroup@avaya.com email address.
