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E-mail Server Administration

This section provides information for administrators regarding E-mail Server. In addition to the topics on this page, there is also information on the following:

See also information, applying to both UCS and E-mail Server, on mixing IPv6 and IPv4 and on running the server as a Windows Service with TLS.

Limitations

  • Attachments—There is no limit on the size of attachments to e-mails. You can use the maximum-msg-size option to limit the overall size of incoming messages (that is, the total size of all message parts, including the body and any attachments).
  • UCS:
    • E-mail Server 8.1.2 can work only with UCS 8.1.1 or later (however UCS 8.1.1 can work with any version of E-mail Server).
    • E-mail Server 8.1.3 or later can work only with UCS 8.1.3 or later.

Note on Deleting Interactions in Strategies

In its requests to UCS, E-mail Server provides parameters for tenant ID, Interaction type, Interaction subtype, status, and parent ID.

Therefore, when E-mail Server updates threaded interactions in UCS, the parent interaction must still exist in the UCS database. For example, in the case of a chat interaction and a chat transcript being sent, the parent must not be deleted before E-mail Server successfully sends the transcript.

In versions prior to 8.1.400.10, when E-mail Server sent an e-mail, it incorrectly updated the corresponding interaction in the UCS database. This incorrect update prevented statistics from being computed correctly.

Connecting to a Proxy Server

Starting in release 8.5.1, E-mail Server can connect to an SSL or HTTPS proxy server.


useProxy
Default value:
Valid values: "true"/"false".

Not case sensitive. Any value, except for "true", means proxy will not be used.

port
Default value:
Valid values: any positive integer value no bigger than 65535. (port > 0 && port <= 65535).

If port is not provided, or an invalid port number provided, an IllegalArgumentException will be thrown, explaining the error.

host
Default value:
Valid values: name or ip address of host which is running the proxy.

(ex: "192.168.15.28" or "myProxyHost"). Value is not validated, but if a bad value is provided or ESJ is for some reason not able to connect to the provided host on provided port, a MailConnectException will be thrown. If no host provided, an IllegalArgumentException will be thrown.

user
Default value:
Valid values: optional user name to authenticate on the proxy.

If provided without a password, an IllegalArgumentException will be thrown.

password
Default value:
Valid values: optional password to authenticate on the proxy.

If provided without a user, an IllegalArgumentException will be thrown.

socksVersion
Default value: 5
Valid values: version of the socks proxy we are using.

NOTE: currently there are 3 common versions of SOCKS: 4, 4a and 5. Value should really be one of those. If not provided, defaults to 5.

Only socksVersion has a default value of 5. I guess you could say useProxy also has a default of empty string with length 0. Anything besides "true" means no proxy is used. And, no, none of those values are currently in the template, since using proxy itself is optional

List of Attached Files

Starting in release 8.1.0, inbound e-mails can include an attached data type _AttachmentFileNames, which contains a list of the names of files attached to the inbound e-mail.

Connecting to Exchange Server with EWS

Starting in release 8.1.4, E-mail Server can connect to an Exchange Server running Exchange Web Services (EWS). By connecting to the corporate server using an HTTP connection, you gain flexibility in getting through the firewall, as HTTP ports are often already opened.

To do this, use the following options settings:

pop-client Section
Option Name Setting
type ews (new possible value in 8.1.4)
folder-path (new in 8.1.4) (empty) The key must be present.
port The port used for EWS. Common values are 80 for unsecured connections and 443 for secured connections
server EWS url (see "Finding the EWS URI" below).
mailbox User's adress, for example, JeffP@contoso.com
smtp Section
Option Name Setting
server-type (new in 8.1.4) ews
server EWS url (see "Finding the EWS URI" below). For example, https://owa.example.com/ews/exchange.asmx
Important
The pop-connection-security and smtp-connection-security options have no effect when used with EWS. Secured or non-secured connection are used depending on the server's configuration. The connection is automatically done and negotiated using Apache's HTTP client, which handles TLS negotiation if needed.

Finding the EWS URI

Most of the time the EWS is published together with the OWA: If the OWA-URL is for example https://owa.example.com/owa, EWS is available at https://owa.example.com/ews/exchange.asmx. The EWS-URL can be tested in any browser (except Internet Explorer). The request should be forwarded to https://example.com/ews/Services.wsdl and a WSDL should be sent to the browser.

Specifying the From Header

When using the Forward object in a routing strategy, or any method that can specify a user to go in the From header, the corporate e-mail server might refuse to send the e-mail. To avoid this, you can configure the corporate server to allow sending e-mails on behalf of another user.

Here is an example for Microsoft Exchange using PowerShell: 

Add -ADPermission "Bruce Wayne" -User "gotham\selinaK" -Extendedrights "Send As"

This allows selinaK to send e-mails on behalf of the user "Bruce Wayne."


Handling Unparsable E-Mails

If E-mail Server is unable to parse an incoming e-mail, it creates a new e-mail interaction (a "wrapping message") with the following characteristics:

  • The header is the same as the header of the original, unparsable e-mail.
    • If the header of the original e-mail is unparsable, the subject of the new interaction is Unknown subject.
    • If the From address of the original e-mail is not valid, the From address of the new interaction is unknown@<default_domain>, where <default_domain> is the domain specified by the default_domain configuration option of the E-mail Server application.
  • The text of the new interaction is Error encountered during preprocessing of this message + <reason_for_failure> + Original Incoming Email is attached to this Email.
  • The original e-mail is attached to the new e-mail.
  • The new e-mail has an attached key-value pair, whose key is _WrappingMessageReason and whose value is a text string that describes the reason for creating the wrapping message.

Customizing

List of Forbidden Headers

E-mail Server does not allow certain headers to be added to outbound e-mail. These excluded headers are listed in the file com/genesyslab/icc/emailserver/ForbiddenHeaders.properties, contained in esj.jar, which is normally located in \GCTI\eServices 8.1.0\E-mail Server Java\<E-Mail Server Application name>\lib.

You can modify this list by extracting ForbiddenHeaders.properties to the <E-Mail Server Application name> directory, then editing the content. E-mail Server will then use this modified file. If there is no such file in the <E-Mail Server Application name> directory, E-mail Server uses the one in esj.jar.

Customizing the Format of External Resource E-mails

E-mails from external resources are received in plain text format. You can customize the format in which these e-mails are presented.

Chat Transcripts

Ordinarily when including the transcript of a chat session in an e-mail, the transcript is appended to the end of the e-mail. To insert the transcript somewhere else, place the tag [ChatTranscript] where you want the transcript to appear. You can do this in the plain text or the HTML version or both. The following figure shows an example (click to enlarge).

Chat Transcript Tag in Standard Response
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