Configuring SMTP connections to MiContact Center Business

The following configurations take place in YourSite > Mail servers > Outgoing.

Configuring an SMTP connection enables MiContact Center Business to send outgoing mail through a contact center’s email server. The following explains how to configure an SMTP connection between MiContact Center Business and email servers. The outgoing settings you configure are applied to any email your system sends, such as server alarms and reports.

Note:

The following procedures require information on your business' email server. Consult the appropriate server documentation to retrieve this information.

Configuring an SMTP connection requires you to
  • Add the mail server to YourSite Explorer

    If the mail server has not already been added, see "Adding mail servers".

  • Specify the server information for outgoing emails
  • Specify the email account's 'From' name and address
  • Specify the email account's aliases (if any).
  • Optionally, request logon credentials to send outgoing mail
  • Test the servers' SMTP socket connection to MiContact Center Business
    Note:

    To test the connection, you must have an email address configured for the employee you are logged in as in the Employee page. This email address receives notification of whether the test was successful.

To specify the server information for outgoing emails
  1. After SMTP Server, type the server’s IP address or name.
  2. Select the Use SSL check box if the server uses Secure Sockets Layer.
  3. After SMTP Port, type the server’s SMTP port number.
    Note:

    Google Apps for Business’ port 465 is not supported.

  4. After Connection Timeout, type how many seconds the system has to connect to the server before timing out.
To specify the email account’s ‘From’ name and address
  1. After From Name, type the name that appears on outgoing mail.

    For example, ‘XYZ Company Sales’.

  2. After From Email Address, type the email address that appears on outgoing mail.

    For example, ‘[email protected]’.

To specify the email account's aliases.
  1. After Aliases, click the Browse button.
    Note:
    • If you are licensed for Multimedia Contact Center, include all queue email addresses that agents will select as the ‘From’ address in email responses and outbound emails, if these queues are not configured as the ‘From Email Address’ for the mail server.
    • If you are licensed for Multimedia Contact Center, failure to include all aliases will impact the ability of the Transfer activity to route inbound emails to all queues when using the <<DestinationQueues>> variable.
  2. Type the mail server’s alias and click Add.
    Note:

    An alias can only be associated to a single mail server.

  3. If you want to associate additional aliases for the mail server, for each additional alias, type the alias and click Add.
  4. Click Ok
To request logon credentials to send outgoing mail
  1. Select the SMTP Authentication Required check box.
  2. Enter the Username, Password, and Domain information for the server’s email account.
  3. Click Save.
To test the server’s SMTP socket connection to MiContact Center Business
  • Click Test Outgoing Mail. If an error message is received, verify that the Outgoing Server, User, and Logon information is entered accurately. To troubleshoot, the default installation location for verbose logs is C:\Users\<current user>\Documents\CCMLogs\YourSiteExplorer.txt.
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