Generic IMAP specifications for release 7.0

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Generic IMAP specifications for release 7.0


Article ID: 51977 - Last Review: July 11, 2013

OVERVIEW

This document describes how to connect IMAP capable mail servers to the Release 7.0 Multimedia Contact Center (MCC). Emails destined for the Multimedia Contact Center are delivered to an email account on a mail server. IMAP is used to pull copies of these emails from the mail server and route them to agents.

RESTRICTIONS

A "Processed" folder for the email account needs to be created to move items from the account’s inbox that have been processed by the email media server. The creation of this folder is restricted to mail accounts with a <blank> (“”) namespace. 

Support for mail servers with email accounts using a non-blank name space will be addressed in a fix pack.

Note: To verify that the namespace is blank, use the IMAP “namespace” command (commonly issued through Telnet) to retrieve the namespace. A typical query will look similar to what is presented below.

? NAMESPACE
This command will return a line similar to what is shown below. The first “” indicates a blank namespace, the second “.” is the hierarchy delimiter. The response will also contain a “NIL” for any namespace class that is not available.
* NAMESPACE (("" ".")) NIL NIL

If the value returned is <blank> (“”) then the namespace is <blank> and meets the criteria for creating the “Processed” folder.

 

CONFIGURATION

To configure the MCC mail server the following information is required from the outgoing mail and incoming mail servers.

  • Outgoing mail (SMTP) server information:
  • SSL enable or not
  • Outgoing mail server name
  • Outgoing mail (SMTP) server port
  • If SMTP authentication is required then a user name and password must be provided
  • Incoming mail (IMAP) server information:
  • TLS enabled or not
  • Incoming mail server name
  • Incoming mail (IMAP) server port
  • Email account user name
  • Email account password
  • Folder where emails are to be pulled from (normally “Inbox”)

Please refer to the user guide on configuring the MCC mail server form with the above information.

 



TROUBLESHOOTING

If the system is unable to create the “Processed” folder the similar logs will be observed from the StorageService logs.

Warning 6/11/2013 2:39:04 PM Storage.EmailService.EmailConnection [EMAIL:mail.totalactionadventure.com:support@totalactionadventure.com] Attempting to disconnect from server...
Warning 6/11/2013 2:39:04 PM Storage.EmailService.EmailConnection [EMAIL:mail.totalactionadventure.com:support@totalactionadventure.com] Successfully disconnected from server.
Info 6/11/2013 2:39:04 PM Storage.EmailService.EmailConnection Attempting IMAP connection to IP: mail.totalactionadventure.com; Port: 143; Security: Implicit
Info 6/11/2013 2:39:04 PM Storage.EmailService.EmailConnection Successfully connected to IMAP using IP: mail.totalactionadventure.com; Port: 143; Security: Implicit
Info 6/11/2013 2:39:04 PM Storage.EmailService.EmailConnection Attempting IMAP login using user:
support@totalactionadventure.com
Info 6/11/2013 2:39:04 PM Storage.EmailService.EmailConnection Successfully Logged into IMAP using user: support@totalactionadventure.com
Info 6/11/2013 2:39:04 PM Storage.EmailService.EmailConnection [EMAIL:mail.totalactionadventure.com:support@totalactionadventure.com] Attempting to create processed folder 'Processed'
Error 6/11/2013 2:39:04 PM Storage.EmailService.EmailConnection Error connecting to IMAP Status: ProtocolError; Response: Rebex.Net.ImapResponse; Message: Unknown namespace (NO).; Stack: at Rebex.Net.Imap.1djEnpZ(String , ImapResponse , Boolean )
at Rebex.Net.Imap.2Dt7i1Z(String , Object[] )
at Rebex.Net.Imap.mIo2X(String , Object[] )
at Rebex.Net.Imap.CreateFolder(String folder)
at Storage.EmailService.EmailConnection.Connect()
 



APPLIES TO

7.0 

Keywords: generic imap specifications 7.0



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Details
Last Modified:Wednesday, December 18, 2013
Last Modified By: andrew_montpetit
Type: INFO
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