Configuring Email Server Integration Profiles

Different Email Server integration profiles can be created in this window. This is used to enable the Email Queuing feature with CyCC. New emails that arrive into the inbox will be pushed to a queue, and distributed to the next available agent for completion.

This feature requires the CyDesk Email Service to be installed and started. This service is included when CyDesk is installed however it is not enabled by default. Open CyDesk Manager Select Options Select Configure Go to the Services node under the Configuration node to install the CyDesk Email Service service.

A new email integration profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

The CyCC Email Server can integrate to multiple email accounts at once. The supported protocols are:

IMAP
Exchange 2007 R2 Web Services
Exchange 2010 Web Services
Microsoft Exchange On-Line Web Services

A new email account configuration can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

IMAP

Server Type – The protocol used to communicate with the email server.
Queue – The queue used to distribute new emails.
Server Name – The network address of the IMAP email server.
Mailbox – The email account.
Password – The mailbox password.
Domain – The domain of the mailbox account, if applicable.
Delete After Processing – When enabled, emails are deleted from the mailbox once forwarded into the queue.
Poll Interval – How frequent CyCC Email Server checks for new emails in this account.
Port – The TCP port for IMAP communication. The standard port is 143.

Exchange 2007 R2 Web Services

Server Type – The protocol used to communicate with the email server.
Queue – The queue used to distribute new emails.
Server Name – The network address of the Exchange 2007 R2 Web Services.
Username – The mailbox name.
Password – The mailbox password.
Domain – The domain of the mailbox account, if applicable.
Delete After Processing – When enabled, emails are deleted from the mailbox once forwarded into the queue.
Poll Interval – How frequent CyCC Email Server checks for new emails in this account.

Exchange 2010 Web Services

Server Type – The protocol used to communicate with the email server.
Queue – The queue used to distribute new emails.
Server Name – The network address of the Exchange 2010 Web Services.
Username – The mailbox name.
Password – The mailbox password.
Domain – The domain of the mailbox account, if applicable.
Delete After Processing – When enabled, emails are deleted from the mailbox once forwarded into the queue.
Poll Interval – How frequent CyCC Email Server checks for new emails in this account.

Microsoft Exchange On-Line Web Services

Server Type – The protocol used to communicate with the email server.
Queue – The queue used to distribute new emails.
Server Name – The network address of the Microsoft Exchange On-Line Web Services.
Username – The mailbox name.
Password – The mailbox password.
Domain – The domain of the mailbox account, if applicable.
Delete After Processing – When enabled, emails are deleted from the mailbox once forwarded into the queue.
Poll Interval – How frequent CyCC Email Server checks for new emails in this account.

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