Manage mailboxes

View the Mailboxes list

Add a mailbox

Edit a mailbox

Delete a mailbox

The CCaaS messaging subsystem can interact with an external mailbox to receive and send emails. In this context, external means that mailbox is stored on a mail server that is external to CCaaS.

The external mailbox must be created or purchased separately and must support the IMAP, SMTP network protocols. When the mailbox exists on a mail server, you can define it in the CCaaS Admin so it can be accessed by CCaaS services. The external mailbox must have an email address. There are mail server vendors that allow adding email address aliases to a given mailbox. In this context, an alias is just another email address given to a mailbox. You can have one or more mailboxes defined.

View the Mailboxes list

  1. On the navigation pane, click Routing.
  2. Click the Mailboxes tab. The Mailboxes list appears. For navigation information, see List view and How to search. For column descriptions, see Add a mailbox. The Folders column shows the number of folders assigned to the mailbox.

Add a mailbox

  1. On the Mailboxes page, click Add. The New Mailbox dialog appears.
  2. Enter the following information:
  • Name (required) — the name for CCaaS to use to identify the mailbox.
  • Description — a description of the mailbox.
  • Folders — select the folders that are associated with this mailbox.

Note

  • If more than one folder is associated with this mailbox entity, you must define an email address alias on the mail server for this mailbox.
  • The MS performs mailbox-folder matching based on the recipient email address and the target folder email address. If an item contains more than one recipient that matches, the item is cloned to each matched folder.
  1. Enabled — whether to allow the MS to access this mailbox.

Note

Before enabling the mailbox, confirm that the landlord system administrator has completed the prerequisite mailbox configuration.

  • IMAP address (required) — the address of the mail server IMAP listener.
  • IMAP port (required) — the port on which the mail server is listening to the IMAP protocol. The default is 993.
  • SMTP address — the address of the mail server SMTP listener.
  • SMTP port — the port on which the mail server is listening to the SMTP protocol. The default is 587.
  • Username — the user name to authenticate to the mail server. This name must be unique across all the service provider's tenants.
  • Password — the password for user authentication. The value specified in this field is encrypted by the value of the Tenant Encryption Key parameter specified in Tenant Parameters by the landlord System Administrator.

Note

If the Tenant Encryption Key does not exist, the password cannot be saved or edited.
  • Auto connect retries — the number of attempts to connect to the mail server before failing. The default is 3.
  • Max idle time (sec) — the maximum time to hold idle connections before closing them (not currently in use). The default is 360.
  • Max email size in bytes — the maximum size of an email that will be downloaded from the mailbox. Emails exceeding this limit are handled according to the policy defined in the Post MSR invalid method parameter. The default is 6000000 (bytes).
  • Max email LW size in bytes — the maximum size of a lightweight email. Emails up to this size are downloaded in parallel with emails of size above this parameter. The default is 10000(bytes).
  • Max number of items to collect — the maximum number of emails to download from the mailbox in each iteration. The default is 50.
  • Post MSR persisted method (required) — select what to do with the email item stored in the mailbox inbox after it was downloaded and inserted into the Tenant Messaging Database. Possible values are:
  • Move to processed mailbox folder (default) — move the email item to a special folder on the mailbox (the Processed folder).
  • Delete item — delete the email item from the mailbox inbox.
  • Post MSR invalid method (required) — select what to do with the email item stored in the mailbox inbox after it was downloaded but was not inserted into the Tenant Messaging Database because it was detected as invalid. Possible values are:
  • Move to invalid mailbox folder (default) — move the email item to a special folder on the mailbox (the Invalid folder).
  • Delete item — delete the email item from the mailbox inbox.
  • Persisted emails folder name — the name of the folder on the mailbox that CCaaS will create and use to store email items that were downloaded and stored in the Tenant Messaging Database. The default is PersistedCCSPItems.
  • Invalid emails folder name — the name of the folder on the mailbox that CCaaS will create and use to store email items that were downloaded but were detected as invalid and were not stored in Tenant Messaging Database. The default is InvalidCCSPItems.
  • Deleted emails folder name — the name of the folder on the mailbox that CCaaS will create and use during deletion of email stored in the inbox. The default is DeletedCCSPItems.
  • IMAP secure connection type (required) — select the type of the secured connection to the mail server when using the IMAP protocol. The options are:
  • Auto (default) — auto decide whether to use SSL or TLS.
  • SslOnConnect — the connection should immediately use SSL or TLS encryption.
  • StartTls — elevates the connection to use TLS encryption immediately after reading the greeting and capabilities of the server.
  • SMTP secure connection type (required) — select the type of the secured connection to the mail server when using the SMTP protocol. The options are:
  • Auto (default) — auto decide whether to use SSL or TLS.
  • SslOnConnect— the connection should immediately use SSL or TLS encryption.
  • StartTls — elevates the connection to use TLS encryption immediately after reading the greeting and capabilities of the server.
  1. Click OK.

Edit a mailbox

  1. On the Mailboxes page, click the item to edit. The Mailbox: [Name] dialog appears.
  2. Edit the information. For details, see Add a mailbox.
  3. Click OK.

Delete a mailbox

  1. On the Mailboxes page, select the item/s to delete.
  2. Click Delete and then confirm the deletion.