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• Account Name: a name you want to use to identify the SMTP account, like Gmail or Yahoo

• Key of maximum 5 characters

• Service: you can select one of the available default services to simplify the server configuration (Outlook365, Yahoo, Hotmail, Gmail or custom)

• Email address: specify the origin email address of the messages (from)

• List of contact manager

• Active button to switch on/off

• Mark as unread setting allows Agents to receive mail interactions on this account and mark them as unread

• Wait for the Assigned Agent: the time a new message waits for the same Agent currently managing the interaction (with closed tab) to accept it, when the Agent is not available on the system because logged out or in pause. By default 10 seconds; the allowed values range is 1-2147483.

• Wait for the Assigned Queue: If the Agent currently managing the interaction doesn't accept a new message within the Assigned Agent Timeout or rejects it, the interaction is transferred to the Queue which the Agent is part of. The parameter Wait for the Assigned Queue is the time a new message waits for an Agent in that Queue to accept it, before proceeding with the action plan. By default 10 seconds; the allowed values range is 1-2147483. 
  (explore here documentation about transfer)

• Description: optional description of the account

• IMAP Host

• IMAP Port

• SSL: enable/disable the Secure Sockets Layer encryption protocol to secure communication. By disabling it, the option Accept any certificate will be hidden

• Accept any certificate (default=false) to allow you to use an on premise mail server with an invalid SSL certificate (examples of invalid SSL certificates: use a self-signed certificate, expired certificate, Certificate Authority deprecate)

• Authentication: by enabling it, you need anso to indicate:

  • username used for authentication

  • password used for authentication

• Mailbox: default inbox used 

• Connection Timeout expressed in seconds: timeout for connecting to the server (default=10. You can increase this value if necessary)

• Authentication Timeout expressed in seconds: timeout for authentication (default=5. You can increase this value if necessary)

• SMTP Host

• SMTP Port

• Secure option: If true, the connection will use TLS when connecting to server

• Authentication, by using username and password

   

In this section you can define the parameters for the Authentication:

• Username: username for authentication inserted during email account creation

• Password: password for authentication inserted during email account creation

If instead you enable Modern Authentication you need to indicate:

• Username used for authentication

• Modern Authentication Email: email used to login with modern authentication

• Cloud Provider: used for authentication

(if you select Outlook365 you can visit this page to learn more about Modern Authentication for Outlook365 and configure it). 

• SSL: enable/disable the Secure Sockets Layer encryption protocol to secure communication. By disabling it, the option Accept any certificate will be hidden

• Mailbox: default inbox used 

• Connection Timeout expressed in seconds: timeout for connecting to the server (default=10. You can increase this value if necessary)

• Authentication Timeout expressed in seconds: timeout for authentication (default=5. You can increase this value if necessary)

You can define a Template, where you can specify a default body (font family, size and text) of all email messages sent from this account. 

You can also insert your company logo, define the text style and other parameters. 

It is also possible to insert variables in this section in order to render some dynamic contents.

The Administrator can customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on.

In fact you can:

• enable/disable the notification sound 

• enable/disable the notification shake effect

• define notification contents and style in the Template section (here you can define which information to show about the specific interaction using XCALLY Motion variables).

The Transfer section allows you to define if the email messages received by the account can be transferred by Agents to a Queue or/and to another Agent.

When the flag is switched on, you must define the timeout (the time in seconds the message will wait to be accepted before returning back as unread). 

You can explore documentation about transfer at this link

Enable Mandatory Disposition feature if you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO).

Moreover you can indicate hostname used for multiserver configurations. Find it under the System section

It’s possible to filter incoming email by IMAP headers and this feature is useful for Antispam and Antivirus scanner

Notes:

• Key must be unique

• Parameters entered in value or subject must be entered in {{ }} (e.g. {{ user.name }})