Digital Management

Important

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Genesys Email enables you to create and configure inbound and outbound mailboxes for your contact center through Digital Management in the Contact Center Settings section.

Email Mailboxes

The Email Mailboxes sub-section displays all configured mailboxes for your contact center. The mailbox table will be empty if there are no mailboxes configured.

Select a mailbox in this view to see its details displayed on the right-hand side of the page.

You can also filter this view by Inbound and Outbound mailboxes, as well as search for mailboxes.

Add or edit a mailbox

To create a new mailbox, select either Inbound or Outbound from the Add Mailbox menu. A mailbox is created in a disabled state.

Once enabled, the selection box beside the mailbox will turn red, and the mailbox cannot be deleted until it is disabled again.

Note: Only one outbound mailbox is permitted at this time.

To edit a mailbox, select the mailbox you wish to edit and click the Edit button at the top of the page.

Use the following table for advice on how to fill in the mailbox creation/edit modal fields:

Outbound mailbox create and edit form

Label	Field type	Default values	Possible values	Action	Description
Mailbox Name	Strings: alphanumeric, no special characters, no more than 40 characters	smtp-client	N/A	A read-only field to be displayed	Outbound mailbox names are set as smtp-client
From Address	Strings: alphanumeric	N/A	N/A	Create and Edit	The email address associated with this account
Mailbox	Strings: alphanumeric	N/A	N/A	Create and Edit	Specifies the name used to log in to the corporate email server
Password	Strings	N/A	N/A	Create and Edit	The password associated with this account
Host	Strings: alphanumeric and special characters to accommodate FQDN	N/A	N/A	Create and Edit	The name of the corporate SMTP server
Port	Numeric	25	N/A	Create and Edit	Specifies the port number for connecting to the corporate email server
SSL	Drop-down list	start-tls	start-tls, start-tls-required, ssl-tls	Create and Edit	start-tls — Enables the use of the STARTTLS command (if supported by the server) to switch to a TLS-protected connection before issuing any login commands. If a TLS connection is not available, a plain-text connection is used. start-tls-required — Enables the use of the STARTTLS command (if supported by the server) to switch to a TLS-protected connection before issuing any login commands. If a TLS connection is not available, the connection is aborted. ssl-tls — Enables and enforces the use of Secure Sockets Layer (SSL) encryption when connecting to the corporate email server.

Inbound mailbox create and edit form

Label	Field type	Default values	Possible values	Action	Description
Mailbox Name	Strings: alphanumeric, no special characters, no more than 40 characters	N/A	N/A	Create only, Edit field is read-only	Any valid login name associated with a POP/IMAP account
Max size	Numeric: minimum = 5, maximum = 20	5	Range between 5 and 20	Create and Edit	Specifies the maximum size (in MB) of an incoming message
Mailbox	Strings: alphanumeric	N/A	N/A	Create and Edit	The login name associated with the POP/IMAP account
Password	Strings	N/A	N/A	Create and Edit Note: The user must type in a password.	The password associated with this account
Host	Strings in format hostname@domainName.com or IP Address	N/A	N/A	Create and Edit	The host name or IP address of the corporate email server on which the account resides Note: If connecting to an Exchange Server with EWS, the value must be the EWS URL, not the host name or IP address.
Port	Numeric	110	Any valid port number	Create and Edit	The port number for connecting to the corporate email server
SSL	Drop-down list	start-tls	start-tls, start-tls-required, ssl-tls	Create and Edit	start-tls — Enables the use of the STARTTLS command (if supported by the server) to switch to a TLS-protected connection before issuing any login commands. If a TLS connection is not available, a plain-text connection is used. start-tls-required — Enables the use of the STARTTLS command (if supported by the server) to switch to a TLS-protected connection before issuing any login commands. If a TLS connection is not available, the connection is aborted. ssl-tls — Enables and enforces the use of Secure Sockets Layer (SSL) encryption when connecting to the corporate email server.
Mailbox Type	Drop-down list	IMAP	IMAP, POP3	Create and Edit	Specifies the protocol used to retrieve incoming messages from a corporate email server