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Mailboxes Selection

During CIC installation, if you chose unified messaging, to receive voice mail, faxes, and email, each CIC user and workgroup account will have a uniquely named email account, which you specify on the Mailboxes Selection page.

This page appears when you click the button next to the Mailbox User field on the Users Configuration and the Workgroups Configuration pages, or if you click the Select button after clicking Add or Edit on the Monitored Mailboxes tab of the System Configuration page, or if you click on Add or Edit Mailboxes under Routing on the ACD tab of Workgroup Configuration (if the Workgroup has an ACD queue). Since each user account can have multiple email accounts associated with it, you must specify the mailbox CIC should use for a user or workgroup. This dialog box gives you multiple ways to configure the email account for a user or workgroup.

Depending on what mail provider you selected during installation, the Mailbox Selection configuration options described below may be grayed-out or not available.

Note: If your mail server uses SMTP, you cannot configure mailboxes to receive ACD-routed emails.

Select a Mailbox Option

Depending on which mailbox option you select, the contents of the screen on the right are different. The options are:

Review Current Settings
No mailbox
Interaction Message Store
IMAP and/or SMTP
Search for a mailbox based on the following available directories:

Available Directories may include Exchange, Notes, GroupWise, Interaction Message Store, LDAP, SMTP, or IMAP. For more information on Directories, click here.

Review Current Settings

Select this option to review the current mailbox attributes, included Directory Entry, Message Delivery, and message Retrieval information.

No mailbox

If you do not want a mailbox associated with this entry, select this option. You may enter a name to be displayed in Display Name, however there is no mailbox address associated with this entry. Do not use commas in a display name. A comma could cause a conflict with unified messaging diversion headers.

Interaction Message Store

If you are assigning an existing voicemail account to the workgroup, ACD Workgroup or Monitored Mailbox, select the account from the list. When assigning a mailbox to a user, enter a display name, then click Assign Address to generate the Interaction Message Store address for that display name.

Note: Special characters cannot be used in the name.

IMAP and/or SMTP

This option is available only if you selected IMAP during installation and you have at least one IMAP server configured. If you select IMAP, you can assign the IMAP date store. Edit the IMAP Server, User ID, and Password.

Note: If the user's server, port, username, and password are not stored in LDAP, but the user's mailbox is on a server that supports PROXYAUTH, choose IMAP and select the server, port, and enter the username.

If the user's server, port, username, and password are not stored in LDAP, and the user's mailbox is not on a server that supports PROXYAUTH, choose IMAP and select server, port, and enter the username and the password.

Search for a mailbox

You may search for a mailbox if you are adding or editing a monitored mailbox, adding or editing user configuration, adding or editing workgroup configuration, or adding or editing ACD routing workgroup configuration.

Note: If you selected IMAP during installation, there are several possibilities for assigning mailbox selection:

• If IMAP is being used and the user's server, port, username, and password are stored in LDAP, you select Search for a mailbox... on the left, and click the Search Directory button in the lower right to display the directory entry.

• If the user information is stored in LDAP, then select Search for a mailbox... on the left. Click the Search Directory button in the lower right to display the directory entry, and click the Message Store button in the lower right to assign the message store information.

When searching for a mailbox to select for ACD email routing or monitored mail, distribution lists and public folders are not listed in the search.

Before searching, select the type of mailbox for the user or workgroup.

You may search by Name or Email address.

If you know the User account name, type either the full name or the first few characters of the name, and click Search.
If you wish to search a particular domain, type the domain\UserName (in this case, you must type the fully qualified User name) and click Search.
If you wish to search by the email address, type the email address.

From the list of matching email account names, select the email account to associate with this User, Workgroup, ACD Workgroup, or Monitored Mailbox. The selected name appears in the Mailbox display field.

Test

When associating a mailbox with a user (or workgroup, or ACD queue, or monitored mailbox, etc.), click this button to verify that the mailbox is valid and accessible. The verification process involves three tests:

Testing Directory Entry: Is the directory entry valid? For example, a user may be having problems accessing their voicemail messages, because that user was removed or renamed in Active Directory. This test reveals such a case.
Testing Message Delivery: Can an email message be sent to the user at this address? A test email message is sent to the user, and the user could manually verify that it is received.
Testing Message Retrieval: Can the message store be opened and a list of folders retrieved?

A mailbox test dialog box is displayed showing if the three tests are successful.