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.

  

• The AICC can use the M365 service to send and receive emails. Before configuring the email channel, ensure that the M365 service is enabled, and contact O&M personnel to confirm that the Microsoft Azure account has been applied for and configured during email channel access.

Procedure

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

   Dedicated email service providers support the secure SMTP for email sending, POP3 for email receiving, and M365 service for email sending and 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 Certificates. Set Certificate Type to DER based on the file name extension.

2. Sign in to the AICC as a tenant administrator, choose Configuration Center > Access Configuration > Gateway Configuration, and set parameters.
   • The gateway protocol type for email receiving is POP3, and the status of the gateway must be displayed as Connection succeeded on the Gateway Monitoring page.
   • The gateway protocol type for email sending is SMTP, and the status of the gateway must be displayed as Connection succeeded on the Gateway Monitoring page.
   • The M365 email gateway protocol can be used to send and receive emails. For details about gateway configuration, see Configuring M365 Email Gateways.

     Note: The M365 email gateway configuration is not displayed on the Gateway Monitoring page.

   

3. Choose Configuration Center > Access Configuration > Channel Configuration.
4. Click New. The Configure Channel page is displayed.
5. Set channel information parameters.

   Table 1 Channel information parameters

   Parameter	Description
   Channel Selection	Select Email.
   Email receiving gateway	Select a configured email receiving gateway. For details about gateway configuration, see Configuring Email Gateways or Configuring M365 Email Gateways. The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the email gateway can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the email gateways under the current OU.
   Email sending gateway	Select a configured email sending gateway. For details about gateway configuration, see Configuring Email Gateways or Configuring M365 Email Gateways. The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the email gateway can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the email gateways under the current OU. The default email address of an email sending gateway cannot be the same as the email address of a recipient.
   Max. Recipients	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.
   Max. Cc Recipients	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.
   Max. Bcc Recipients	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 email signature configuration, see Managing Email Signatures. The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the email signature can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the email signatures under the current OU.

6. Set basic configuration parameters.

   Table 2 Basic configuration parameters

   Parameter	Description
   Channel Name	The channel name 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 (_).
   OU Configuration	Select an OU created in Configuring OUs to assign it to channel resources.
   Skill Queue	The options are all multimedia called routes of the current tenant space. For details about how to configure a called route, see Configuring Called Routes. The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the called route can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the called routes under the current OU.
   Keyword for Transfer to Agent	Keywords for switching from robot service to manual service. After a customer enters any of the keywords on the client, robot service is switched to manual service. NOTE: If the intelligent robot is enabled, this parameter must be set.
   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 days are set on the Configuration Center > Workbench Configuration > Service Time page.
   More
   Last Agent Mode	For details, see How Do I Enable the Last Agent Mode?
   Session End Due to No Customer Reply	For details, see How Do I Set Session End Due to No Customer Reply?
   Session Transfer Due to No Agent Reply	For details, see How Do I Set Session Transfer Due to No Agent Reply?
   Session Transfer	For details, see How Do I Set Session Transfer?
   Offline Messages	For details, see How Do I Enable Offline Messages?
   Auto Reply	For details, see How Do I Enable the Auto Reply and Non-Workday Reply Functions? Automatic email reply can be configured through the intelligent robot. For details, see How Do I Set Automatic Email Reply?
   Auto-reply interval	Set the auto reply interval. Value range: a positive integer ranging from 0 to 168

7. Set robot configuration parameters.

   Table 3 Robot configuration parameters

   Parameter	Description
   Robot Configuration	For details, see How Do I Enable Connection to the Intelligent Robot?

8. Click Save.
   

   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.

Follow-up Procedure

Export channel information.

• All information under Basic Configuration and Robot Configuration can be exported. Passwords and keys cannot be exported.
• A maximum of 100,000 channel records can be exported at a time, and a maximum of 2000 records are allowed in an exported file.
• If no channel is selected, all channel information is exported by default.
• Enter a compression password and click to view the plaintext password.

1. Return to the channel list.
2. Select the new channel and click to export the channel information.
3. Click and confirm that Status of the export task is Success.
4. Click Download to obtain the exported channel information.