Add Mailbox to Email Dialogue Provider

Possible scenario's

 

Configure

Exchange mailbox

Add sub folder(s) to the inbox folder of the configured email account e.g. FrontOffice (Use the same name as used for the Chat Skill and SharePoint list name)


Configure UCC

  1. Browse to the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. settings site
  2. Go to “Settings” list and configure the following:
    1. UseCRM = true

    2. EmailRouterEnabled = true

    3. EmailRouterId = name of your choosing for the email router e.g. EmailProvider

    4. EmailRouterCewId = ID of the extension window. This ID is configured in the reg file that was installed earlier on the client. ID is including the curly brackets. e.g. {683B0E00-AFE5-4277-BB53-E747883AC1BC}

    5. EmailRouterInputEndpoint = MSMQ queue for incoming email router messages e.g. msmq://uccsend_queue@localhost

    6. EmailRouterResponseEndpoint = MSMQ queue for outgoing email router messages e.g. msmq://uccreceive_queue@localhost

  3. Go to “Skills’ list and add a Chat Skill e.g. FrontOffice
  4. Go to “EndPoints” list and add an endpoint:
    1. Title = SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address of the endpoint e.g. sip:frontoffice@domain.com

    2. Modality = chat

    3. Skill = skill to use for endpoint e.g. FrontOffice

      Endpoint names can be set per UCC and must match the value in the configuration file.

  5. Configure Agents that will use the added Chat Skill

Note UCC must be restarted after adding a new endpoint.


Configuring the services

Note Make sure the config is active:

<add key="Enabled" value="true" />

  1. Browse to the installation folder C:\ProgramFiles\UCC\EmailDialogue\ and edit appSettings2.config

    1. ExchangeUrl
      1. Url of the exchange server e.g. https://outlook.office365.com/EWS/Exchange.asmx
    2. ExchangeVersion
      1. Version of the exchange server. Supported values are: 2010, 2013
    3. EmailAddress
      1. Email address to retrieve emails from e.g. user@domain.com
    4. EmailUser
      1. The user for the inbox. Is in UPNIn Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). format for cloud based and domain\user format for on-premise exchange
    5. EmailPassword
      1. Password of the email account. You must encrypt the password using the Wsp.Anywhere365.EmailDialogue.PWToollocated in the install package.

        Note Make password encrypted, with "Wsp.Anywhere365.EmailDialogue.PWTool". Plain text will not be accepted.

    6. EmailQuantityToRetrieve
      1. Amount of emails to retrieve at once e.g. 5
    7. SharePointUrl
      1. URL of the SharePoint site where emails will be stored e.g. http://sharepoint.com/sites/uccmail/uccmailtemplate
    8. (Pre 5.0)SharePointRelativeUrl
      1. Server relative Url of the SharePoint site where emails will be stored e.g. /sites/uccmail
    9. SharePointProcessLibraries
      1. SharePoint library’s where the emails that are converted to PDF will be stored e.g. FrontOffice, Backoffice.
        These are equal to the sub folder(s) from the mailbox and the names of the Skills in the UCC settings site, as well as the names of the libraries on the SharePoint email page.

        Tip This can be multiple folders from the same mailbox. (comma separated)

    10. SharePointDropoffLibrary
      1. SharePoint library where the emails will be stored that failed to convert to PDF e.g. Dropoff
    11. SharePointArchiveLibrary
      1. SharePoint library where the emails (PDF’s) will be stored after they are handled e.g. Archive
    12. NetWorkDomain
      1. Domain name of the account that will connect with SharePoint e.g. WSP
    13. NetworkUser
      1. User name of the account that will connect with SharePoint e.g. account name
    14. NetworkPassword
      1. Password of the account that will connect with SharePoint. You must encrypt the password using Wsp.Anywhere365.EmailDialogue.PWTool located in the install package. 6

        Note Make password encrypted, with "Wsp.Anywhere365.EmailDialogue.PWToollocated". Plain text will not be accepted.

    15. DocumentHandlerChannel
      1. MSMQ queue that will be used to send messages within the EmailDialogue services e.g. msmq://document_queue@localhost
    16. UccReceiveEndpoint
      1. MSMQ queue that will be used to receive messages from the UCC e.g. msmq://uccreceive_queue@localhost
        This value is equal to the value set on SharePoint. The service will attempt to create this queue in the message queueing system.
    17. UccSendEndpoint
      1. MSMQ queue that will be used to send messages to the UCC e.g. msmq://uccsend_queue@localhost
        This value is equal to the value set on SharePoint. The service will attempt to create this queue in the message queueing system.
    18. UseCrm
      1. Indicate if the service needs to use a CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. connection e.g. false
    19. CrmUrl
      1. The URL of the CRM environment e.g. user.crm4.dynamics.com
    20. CrmConnectionString
      1. Connectionstring to connect to the CRM environment e.g. Url=https://user.crm4.dynamics.com/;Username=user@user.onmicrosoft.com;Password=6dxvxHYehiRyzfqcIlI96Q==
      2. You must encrypt the password using Wsp.Anywhere365.EmailDialogue.PWTool located in the install package.
    21. EmailDialogProcessorTimerStartTime
      1. Timer settings for the retrieval of emails e.g. 10000
    22. EmailDialogProcessorTimerPeriod
      1. Timer settings for the retrieval of emails e.g. 20000
    23. EmailChatSubscriptions
      1. Sip addresses that the service will use to hunt agents and where the name field is the name that is used for the Chat Skill, the inbox folder and the SharePoint library.

      2. Sip=sip:frontoffice@domain.com#Name=FrontOffice#Order=1,
      3. Sip=sip:backoffice@domain.com#Name=BackOfficeOffice#Order=2"
    24. HuntTimeout
      1. Timeout period after which the email will stop hunting and return to the queue

    25. TimeoutCheckInterval
      1. Interval timer for the service to check if new items are in the queue to initiate a hunt

    26. WaitForHuntTimeOut (No longer used)
      1. Insures email returns to the hunt queue in case of failed hunt

  2. Save the settings file.

 

Appsettings

  1. Browse to the installation folder drive:\ProgramFiles\UCC\EmailDialogue\ and edit appSettings2.config
  2. Fill in the settings as in appSettings2.config but with its own endpoint in the ucc and its own skill.

Note Make sure the config is active:

<add key="Enabled" value="true" />

Copy appSettings2.config and rename to appSettings3.config to add even more mail boxes.