Configuring the Email Channel

Prerequisites

The AICC can use the SMTP and POP3 services to send and receive emails. Before configuring the email channel, ensure that the SMTP and POP3 services are enabled and the authorization password is correct.

For example, perform the following setting on the official website of the mailbox service and obtain the authentication password for configuring the connection to the mailbox client.

Procedure

(Optional) Obtain the certificate file of the email server and upload the certificate.

Dedicated email service providers support the secure SMTP for email sending and POP3 for email receiving. Certificate authentication must be enabled for secure email sending and receiving protocols. Therefore, use the secure port provided by the email server provider for security purposes.

Obtain the certificate and upload it by referring to Managing a Certificate. Set Cert Type to CER based on the file name extension.
Sign in to the AICC as a tenant administrator, choose Configuration Center > Access Configuration > Gateway Configuration, and set parameters. The status of the configured gateways must be displayed as Connection succeeded on the Gateway Monitoring page.

Set Protocol Type to POP3 for the email receiving gateway and SMTP for the email sending gateway.
Choose Configuration Center > Access Configuration > Channel Configuration.
Click New. The Social Media Enabling Configuration page is displayed.

Set Channel Access Code, select EMAIL, and click Next.

The channel access code must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).

On the Choose configuration method page, set email channel parameters.

**Table 1** Email channel parameters
Parameter	Description
Personalized Configuration
Email receiving gateway	Click to select a configured email receiving gateway. For details about how to configure a gateway, see Configuring Email Gateways.
Email sending gateway	Click to select a configured email sending gateway. For details about how to configure a gateway, see Configuring Email Gateways.
Maximum number of recipient email addresses	Maximum number of recipient email addresses. If this parameter is not set, the maximum number is determined by the tenant parameter Maximum number of recipients forwarded by email agents. NOTE: The sum of the values of the three parameters in the Email Address Quantity Configuration area cannot exceed 100.
Maximum number of CC email addresses	Maximum number of Cc recipient email addresses. If this parameter is not set, the maximum number is determined by the tenant parameter Maximum number of Cc by email agents.
Maximum number of BCC email addresses	Maximum number of Bcc recipient email addresses. If this parameter is not set, the maximum number is determined by the tenant parameter Maximum number of Bcc by email agents.
Reply with Personal Email	This function is disabled by default. If the employee account is set to an email address, the employee account can be used to reply to emails after this function is enabled.
Email Signature	This function is disabled by default. For details about how to configure an email signature, see Managing Email Signatures.
Common Configuration
Channel access code	The channel access code set in 4 is displayed and can be modified.
OU Configuration	Select an OU created in Configuring an OU to assign it to channel resources.
Info Configuration	Set the following parameters: Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required.
Last Agent Mode	This function is disabled by default. For details about how to enable the last agent mode, see How Do I Enable the Last Agent Mode?
Dialog End Method	Timeout period for no customer reply. If this function is disabled, the default timeout period is 60 minutes. For details about how to set the dialog end method, see How Do I Set the Dialog End Method?
Agent Timeout Transfer	Timeout period for no agent reply. This function is disabled by default. For details about how to set agent timeout transfer, see How Do I Set Agent Timeout Transfer?
Session Transfer	Whether to display only skill queues of the corresponding channel type when an agent transfers a session. For details about how to set session transfer, see How Do I Set Session Transfer?
Offline Message	This function is disabled by default. For details about how to enable offline messages, see How Do I Enable Offline Messages?
Auto Reply	Reply content automatically sent when an agent is connected successfully. If this function is enabled, you need to select a configured email notification template. For details about how to configure an email notification template, see Configuring Notification Templates as an Administrator.
Agent Work Time	Workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment. Non-workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment.
Non-Working Day Reply	This function is disabled by default. If it is enabled, you need to select a configured email notification template. For details about how to configure an email notification template, see Configuring Notification Templates as an Administrator.
Chatbot Configuration	This function is disabled by default, indicating that sessions are directly connected to agents. If it is enabled, you need to configure chatbot information as required. Set the following parameters: Change Avatar: Chatbot avatar. Name: Chatbot name. Gender: Chatbot gender. Chatbot Access Code: Chatbot access code configured in the intelligent IVR in Configuring an Access Code.

Click Save And Proceed To The Next Step. A message is displayed, indicating that the saving is successful.

In addition, the system automatically creates a message route based on the selected email receiving gateway on the Configuration Center > Access Configuration > Notification Route page.