Enterprise Chat and Email Administrator's Guide to Email and Routing, Release 12.6(1) ES8 (For UCCE and PCCE)

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Enterprise Chat and Email Administrator’s Guide to

Email and Routing Resources, Release 12.6

For Unified and Packaged CCE

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First Published:May, 2021

Last Updated: July, 2024

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Copyrights and Trademarks

Enterprise Chat and Email Administration ConsoleHelpJuly 15, 2024

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Contents

Copyrights and Trademarks 2

Preface 3

About This Guide 4

Change History 4

Related Documents

The latest versions of all Cisco documentation can be found online at https://www.cisco.com



Subject Link

Complete documentation for Enterprise

Chat and Email, for both Cisco Unified

Contact Center Enterprise (UCCE) and

Cisco Packaged Contact Center

Enterprise (PCCE)

https://www.cisco.com/c/en/us/support/

customer-collaboration/cisco-enterprise-chat-

email/tsd-products-support-series-home.html

▪

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Documentation Feedback

To provide comments about this document, send an email message to the following address:

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

Document Conventions

This guide uses the following typographical conventions.



Convention Indicates

Italic Emphasis. Or the title of a published document.

Bold

Labels of items on the user interface, such as buttons, boxes, and

lists. Or text that must be typed by the user.

Monospace

The name of a file or folder, a database table column or value, or a

command.

Variable

User-specific text; varies from one user or installation to another.

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▪



Email Basics



Navigating the Console

Key Terms and Concepts for Email

Configuring the System for Email

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Navigating the Console

The console interface has different functional areas that follow a hierarchical structure. These areas adjust and refresh as

you click different options in the menus to navigate through the console. Thus, it is important to logically navigate the

interface with a step-by-step approach in mind.

The functional areas are as follows:

Partition and Department Menu: Use this dropdown menu to switch between departments or to switch to the

Partition space that allows you to adjust the configurations of multiple departments at once.

Top Menu: This is the top level navigation menu. Clicking an option in the Top menu changes the options that

are available in the left menu.

Left Menu: Once you have selected an option from the Top menu, use this menu to navigate to through the

different sections of the application you can configure.

Workspace Area: Upon selecting an option from the left menu, the space in the center of the screen refreshes.

Here, you can make all your modifications and configurations to the application.

Workspace Toolbar: The buttons that appear for each workspace you have selected may vary, but you must

remember to save your changes before moving on.

The console follows a particular logic path when it comes to navigation and displaying information. When working in

the console, you should follow the process of navigating the console in the order of these different sections.

In most instances, you start in the upper left section of the desktop to verify that you are working in the correct

department or at the partition level. Next, you want to select an option from the Top menu and navigate the Left menu

to select the setting or configuration you wish to adjust. Doing so refreshes Workspace Area, where you can select the

individual functions of the configuration and make your necessary adjustments. When you are finished with your

changes, use the buttons in the Workspace Toolbar to finalize your modifications.

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Key Terms and Concepts for Email

Aliases

Aliases are mapped to email addresses that customers use to contact your company–for example,

support@yourcompany.com or sales@yourcompany.com. They function as entry and exit points for emails processed

by the system. Once an alias is configured and made active, the Retriever Service retrieves emails from the mail server

on which the email address is configured. For more details, see About Aliases.

Blocked File Extensions

This is a security feature that allows you to selectively prevent certain types of attachments, which may contain viruses,

from entering the system. For example, files with extensions like .exe, .vbs, .js, and so on. This feature works in

conjunction with department settings for email attachments. Using settings, the system can be configured to block all

▪

attachments, block incoming and outgoing attachments, and delete ornquarantine blocked attachments. For more

information, see About Blocked File Extensions.

Delivery Exceptions

This feature allows you to handle emails that bounce back to the system. Administrators can create a list of words and

phrases that may appear in the email subjects and email addresses of incoming emails. If any of these words or phrases

are found in the subject or email address of emails, they are treated as bounce backs, permanent or temporary. A

permanent bounceback indicates that an irreparable reason (such as invalid email address) caused the email to bounce

back. A temporary bounceback indicates that a temporary reason (such as out of office reply, destination server down,

and so on.) caused the email to bounce back. For more details, see About Delivery Exceptions.

The application includes 144 common delivery exception scenarios. Other exceptions can be created as needed.

Queues

Queues hold incoming customer service activities such as emails and chat sessions that are waiting to be assigned to

agents. Email activities are routed to queues by workflows, and then either pushed to, or pulled by agents, depending

on the configuration of the queue. Chat and call back activities are also routed to queues, but by the External Agent

Assignment service, and then either pushed to, or pulled by users. A department can have any number of queues. A

single queue can hold multiple activity types like email, chat, and so on. For more details, seeAbout Queues .

Service Levels

In order to provide quality customer service, most organizations measure the performance of their customer service

center against established service levels. Using service levels, administrators can set up response time expectations for

different types of incoming customer service interactions like email, chat and so on. Once defined, service levels are

used in workflows to set the due date of activities. Routing decisions can also be made based on service levels. Service

level performance reports are available in the Reports Console. For more details, see About Service Levels.

Transfer Codes

While transferring chats, agents can assign transfer codes to chats, which typically identify the reason why chats are

being transferred. For more details, see the Enterprise Chat and Email Administrator’s Guide.

Workflows

Workflows provide a mechanism for applying a sequence of rules on activities. Flexible and easy to use, they allow

administrators to define rules to modify business objects, automate the progression of activities through the system,

raise alarms and send notifications about the status of activities, and so on.

There are three types of workflows:

Alarm workflows

Inbound workflows

Outbound workflows

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For more details, see About Workflows.

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Configuring the System for Email

The following items must be configured before agents can begin replying to emails from customers:

Email aliases: These map to email addresses to which customers send emails. For details, see About Aliases.

Inbound workflows: Process the emails. SeeAbout Workflowsfor details.

Queues: A holding location for emails waiting to be routed to agents. SeeCreating Email Queues for details.

Users: Agents who reply to emails, supervisors who monitor and manage agents, and administrators who create

and administer workflow and routing. See the Enterprise Chat and Email Administrator's Guide for details.

Important Tasks on the Mail Server

Before configuring aliases, make sure that the following objects have been configured and are ready to be used:

An email address with credentials on the company mail server.

Along with the email address, make sure to have the following details. This information is required to configure

the alias.

For the incoming email server:

The server type, either POP3 (Post Office Protocol 3) or IMAP4 (Internet Message Access Protocol).

The server name or IP (Internet Protocol) address.

A user name and password for the server.

For the outgoing email server:

The server type, either SMTP (Simple Mail Transfer Protocol) or ESMTP (Extended Simple Mail Transfer

Protocol).

The outgoing server name or IP address.

A user name and password for the outgoing server (only if using ESMTP).

Refer to your IT department’s policies and decide whether or not to use SMTP if ESMTP authentication fails.

Configuring Spam Filters on Mail Server

You may wish to block emails from certain email addresses or domains from being processed by the system. To do this,

spam filters must be established on the IMAP or POP3 mail server to handle spam emails coming in the system. Refer to

your IT department for more information.

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Data Masking for Email

Data masking allows businesses to ensure that sensitive information, like credit card numbers, Social Security Numbers,

bank account numbers, and so onis not transmitted from the system to the customers and vice versa. If the customer

and agent do add any sensitive data in the email content and chat messages, all such data is masked before it is

displayed to customers and agents and before it is stored in the application.

Data masking is the process of scanning the content for sensitive information and applying regular expressions to mask

the sensitive information and hide the original data with characters, like, * ^ #. Data is masked using patterns, which are

defined using Javascript and Java regular expressions.

Masking patterns are defined by the partition administrators and then are applied to the email and chat channel. The

partition administrator can decide to manage the channels for all departments at the partition level, or can allow each

department to manage their own configurations.

For email, you have the option to enable data masking for incoming and outgoing emails. For details about setting up

data masking, see About Data Masking.

Services for Emails

Make sure the following services are configured properly and are running. For details on setting up these services, see

the Enterprise Chat and Email Administrator’s Guide.

Retriever Service: Gets incoming emails from configured aliases and parses them.

Dispatcher Service: Sends outgoing emails out of the system.

Workflow Cache Service: Maintains information about objects used in workflows.

Workflow Engine Service: Applies workflows on emails to automate their routing and handling.

External Agent Assignment Service: Routes activities to agents integrated with Unified CCE.

External Agent Messaging Service (EAMS): Initiates and maintains the channel of communication with the

Agent Peripheral Gateway (PG)/ARM interface of Unified CCE. Responsible for reporting all agent events.

Settings for Emails

Make sure that the following global and department level settings are configured properly. For more information about

these settings, see Email Settings.

Settings for Delivery Exceptions

These settings are available at the global level.

Default SMTP Server Settings

Settings at the Partition Level

Alarm service delay

Auto response number

▪

Auto response time (minutes)

Settings at the Department Level

Activities to pull first

Activity type for auto pushback

Include original message for auto acknowledgement

Maximum activities to pull at a time

Personalized activity assignment

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Aliases

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About Aliases

Creating Aliases

Changing Alias Status

Deleting Aliases

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About Aliases

Aliases are email addressesthat customers use to contact your company–typically something like

support@yourcompany.com or sales@yourcompany.com. They function as entry and exit points for emails processed

by the system. The Retriever Service monitors the specified aliases and retrieves emails from these aliases when they

arrive in the email server. They are used by the inbound workflows to identify which emails to process through the

workflows.

Aliases provide customers with a convenient method for communicating with the company. This helps in avoiding large

number of email addresses that customers write to and enables you to have email addresses for specific products,

services, sales, and so on. You can have separate aliases for products, services, and departments. For example, a bank

may decide to create separate aliases for the different kinds of services they provide such as banking accounts, home

loans, car loans, mutual funds, credit cards, and so on. Using aliases you can easily identify the type of customer and

route the query to the concerned department. In this case, you could have aliases such as accounts@yourbank.com,

loans@yourbank.com, [email protected] and so on.

Basic authenticated email aliases can be added to email accounts to convert them to OAuth authenticated aliases. For

more information, seeAbout Email Accounts.

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Creating Aliases

Before you create an alias, verify that the corresponding email address has been created on the email server. To create

an alias, you will need the following details:

An email address with credentials on the company mail server.

For the incoming email server:

The server type, either POP3 (Post Office Protocol 3) or IMAP (Internet Message Access Protocol).

The server name or IP (Internet Protocol) address.

A user name and password for the server.

For the outgoing email server:

The server type, either SMTP (Simple Mail Transfer Protocol) or ESMTP (Extended Simple Mail Transfer

Protocol).

The outgoing server name or IP address.

A user name and password for the outgoing server (only if using ESMTP).

Whether or not to use SMTP if ESMTP authentication fails.

The destination of the incoming emails will be dictated by the workflows and queues present in the

system – if no queues and subsequent workflows have been created, the emails will be sent to the

Exception Queue.

▪

To create an alias:

In the department-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Aliases.

Click the New button.

A maximum of 1000 email aliases can be created in a department.

Underthe General tab, provide the following details.

Name: Type the name of the alias. This is required information.

Email address: Type the email address for the alias. This is required information. The email address you

provide here should be first created on the incoming email server.

Status: Click the Toggle button to set the status of the alias. For more details, see Changing Alias Status.

Default alias: Click the Toggle button to set the alias as the default alias for the department. When an

agent composes a new email, the default alias is selected as the From address for the email. The default

email address is also used for activities transferred to this department from other departments, if the

value of the setting Set “From” email address for email activities transferred between departmentsis

set to Use default alias of destination department.

A default alias should also be active and for each department only one alias can be the default

alias.

Description: Type a brief description of the alias.

Automatic BCC: Type the email address to which you want to send a BCC copy of the email. Only one

BCC address may be used. Whenever an email is sent out from this alias, a BCC copy of that email is

automatically sent to this address. You can use this option when you want to review later the replies sent

out from a particular alias.

If you provide email addresses in both Automatic BCC and Send Email Tofields, then the email is

sent only to the address given in the Send Email To field.

Send Email to: Specify the email address to which the outgoing emails from this alias should go.

Whenever an agent replies to a customer email, the reply is sent only to the email address specified in the

Send Email To field and not to the customer email address. You can use this option to test that the alias

has been configured properly and to test workflows. Make sure that after testing the alias you make this

field empty.

Redirection Email Addresses: List the email addresses from where you want to redirect the emails to this

email address. Separate the list of email addresses using a semicolon.

▪

Go to the Servers tab. In this tab, provide the details of the incoming and outgoing servers to be used for the

alias.

In the Incoming section, provide the following details. All the fields are required in this section.

Server Type: Select the server type you want to use. By default POP3 is selected. The

options available are POP3 and IMAP.

Server Name: Type the name of the server.

User Name: Type the user name of the email account.

Password: Type the password of the email account.

Verify password: Verify the password.

Connection Type: Select one of the following options.

The port value changes based on the connection type.

Plain text: Set the retriever service to work with a mail server that does not use SSL

or TLS authentication.

SSL: Enable the retriever service to work with an SSL enabled mail server.

▪

TLS: Enable the retriever service to work with an TLS enabled mail server.

Port: Provide the port used by the services server to connect to the IMAP or POP3 server.

The field is pre-filled with a port number based on the type of server and SSL configuration

selected. The default ports are:

POP3, with Plain text: 110

POP3, with SSL: 995

POP3, with TLS: 995

IMAP, with Plain text: 143

IMAP, with SSL: 993

IMAP, with TLS: 993

Folder: The folder from which emails are fetched. By default, “inbox” is selected. This can be

changed to a different folder if IMAP protocol is selected.

Next, in the Outgoing section, provide the following details.

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Server Type: Select the server type you want to use. By default SMTP is selected. The

options available are SMTP and ESMTP.

Use SMTP: If your server type is ESMTP, then you can optionally use the SMTP server when

the ESMTP server authentication fails. Select Never if you do not want to use the SMTP

server. The options available are Never and When authorization fails. This field is enabled

only if the server type is set as ESMTP in the Server type field.

Server Name: Type the name of the server.

Connection Type: Select one of the following options.

The port value changes based on the connection type.

Plain text: Set the dispatcher service to work with a mail server that does not use SSL

or TLS authentication.

SSL: Enable the dispatcher service to work with an SSL enabled mail server.

TLS: Enable the dispatcher service to work with an TLS enabled mail server.

Port: Provide the port used by the services server to connect to the SMTP or ESMTP server.

The field is pre-filled with a port number based on the type of server and SSL configuration

selected. The default ports are:

SMTP, with Plain text: 25

SMTP, with SSL: 465

SMTP, with TLS: 587

ESMTP, with Plain text: 25

ESMTP, with SSL: 465

ESMTP, with TLS: 587

The following three options are enabled only if the server type is set as ESMTP in the Server type

field.

User name (ESMTP): Type the user name.

Password: Type the password.

Verify password: Verify the password.

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Click the Savebutton.

Once the alias is created, it is automatically added to the retriever instance and started. You canuse the alias in

an inbound workflow. For more details on workflows, seeAbout Routing and Workflow.

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Changing Alias Status

Administrators can change the status of an alias from the Administration Console. The system can also automatically set

an alias to be active or inactive. The retriever tries to connect to an alias three times, and after the third failed attempt, it

sets the alias to be inactive.

For the following two conditions, retriever sets an alias to be inactive and it tries to connect to the alias after ten

minutes, and if the problem is solved, retriever makes the alias active and starts retrieving the emails:

POP3 server is not available because of network problem, or if the server is stopped for maintenance.

Some user is logged in to mailbox through telnet or through some other external client.

▪

For the following two conditions, retriever sets the alias to be inactive and the administrator has to manually fix the

problems, and make the alias active again:

If POP3 or IMAP service is not started on the POP3 or IMAP servers

If the authentication details provided for the alias are incorrect.

To change the status of an alias:

In the department-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Aliases.

Select an alias.

Under the General tab, click the toggle button next toStatusto change the status of the alias. The options

available are:

Active: If set to active, the retriever retrieves incoming emails from this alias and the dispatcher dispatches

outgoing emails from the alias. By default the status of an alias is set as active.

Inactive: If you make an alias inactive, the retriever does not retrieve incoming emails from this alias, but

the dispatcher dispatches outgoing emails from the alias.

Click the Save button.



Deleting Aliases

Messages sent to a deleted alias are not received by the system even if the email address to which it maps continues to

exist on the mail server. Ensure that your customers know that the alias you have deleted no longer exists and provide

them with an alternative.

You cannot delete an alias, if:

It is configured as the default alias.

It is associated with a retriever instance.

It is used in an inbound workflow.

If any replies are sent out from a deleted alias, they go out using the default SMTP preferences. For this, make sure you

have set the following six default SMTP settings at the partition level.

Default SMTP Server

Default SMTP protocol

Default SMTP Port

SMTP Flag

Default SMTP user name

▪

Default SMTP password

If these settings are not set, the replies from deleted aliases are not sent out to customers.

To delete an alias:

In the department-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Aliases.

In the Aliases workspace, hover your mouse over the alias you wish to remove and click the Delete button.

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Email Accounts



About Email Accounts

Registering Applications with Azure Active Directory

Configuring OAuth Applications

Deleting OAuth Applications

Configuring Email Accounts

Testing Connections for Email Accounts

Removing Linked Aliases from Email Accounts

Deleting Email Accounts

▪



About Email Accounts

You can use the OAuth 2.0 authentication service (provided by Azure Active Directory) to enable your application to

connect with IMAP, POP, SMTP protocols, or Graph API to send and receive emails more securely. Email accounts allow

you to create or add OAuth-authenticatedaliases. These email accounts are associated with the OAuth applications

registered with Microsoft Azure Active Directory. To use the OAuth 2.0 authentication for email, perform the following

tasks:

Configure an OAuth application in the Administration Console.

Configure an email account and add email aliases to it.

While configuring an email account, you must ensure that the following URLs have been provided

accessibility and connectivity from the Application server and the Services server to communicate

to the mailbox: *.office365.com and *login.microsoftonline.com.

Test connection for the email account.



Registering Applications with Azure Active Directory

Before using OAuth 2.0 authentication with your application, you must register your application with Azure Active

Directory. Once the registration is complete, you will get the client ID, tenant ID and the value of the client secret. For

more information, see Register an application with the Microsoft identity platform.

You need to perform the following tasks:

Add a client secret.

Assign API permissions to the registered application

Registering an Application

To register an application with Azure Active Directory:

Search for and select Azure Active Directory.

Under Manage, select App registrations > New registration.

In the Register an application page, provide the following details:

Name: Provide a user-facing display name for the application.

Supported Account Types: Select the Accounts in this organizational directory only (Single tenant)

option.

▪

Redirect URL: Provide the Redirect URL in the following format: https://

ECE_External_Url_of_Application/Context_Name/web/view/mail/admin/account/

showauthcode.jsp. For example, https://sample.company.com/system/web/view/

mail/admin/account/showauthcode.jsp. This is the URL of the page where the authorization code

is generated after successful authentication.

Click Register.

The Overview pane opens after the application is registered. The following information is displayed for the registered

application:

Application (client) ID (also called the client ID): This value uniquely identifies your application in the Microsoft

identity platform.

Directory (tenant) ID (also called the tenant ID)

Record the client ID and tenant ID. This information is used while configuring the OAuth Application in

the Administration Console. For more information, seeConfiguring OAuth Applications.



Adding Client Secret

A client secret is a secret string that is used by the application to prove its identity when requesting a token.

To add a client secret:

Search for and select Azure Active Directory.

Under Manage, click App registrations and select the application that you registered with Azure Active

Directory.

Now, under Manage, select Certificates & secrets > New client secret.

In the Add a client secret page, provide the following details:

Description: Add a description for your client secret.

Expires: From the dropdown, select an expiration for the secret or specify a custom lifetime. You can

select from the following options:

Recommended: 6 months

3 months

12 months

18 months

24 months

Custom: You can provide a custom start and end date.

▪

Client secret lifetime is limited to two years (24 months) or less. You cannot specify a custom

lifetime longer than 24 months.

Click the Add button.

The client secret Value and Secret ID is displayed.

Record the Value of the client secret as it is masked after you leave the page. This information is used

while configuring the OAuth Application in the Administration Console.For more information,

seeConfiguring OAuth Applications.

Assigning API Permissions

To assign API permissions:

Search for and select Azure Active Directory.

Under Manage, click App registrations and select the application that you registered with Azure Active

Directory.

Now, under Manage, select API Permissions > Microsoft Graph > Delegated permissions.

In the Request API page, select the following delegated permissions:

IMAP.AccessAsUser.All

Mail.Read

Mail.Read.Shared

Mail.ReadWrite

Mail.ReadWrite.Shared

Mail.Send

Mail.Send.Shared

offline_access

POP.AccessAsUser.All

SMTP.Send User.Read

Click the Update Permissions button.



Registering Applications With Google Cloud

Before using OAuth 2.0 authentication with your application, you must register your application with the Google Cloud

and create Your Client ID and Your Client Secret.

You need to perform the following tasks:

▪

Create a Google Workspaceaccount.

Verify your domain and create gmail accounts for users who need their own Google Workspace account.

Verify whether the gmail accounts that you have created in the previous step are able to send or receive emails.

Create a new Google Cloud project from your GoogleWorkspace Account.

Enable the Gmail API from the Google API library.

Create the OAuth Client ID.

Enabling the Gmail API

After creating a new Google Cloud project, you need to enable the Gmail API.

To enable the Gmail API:

Log into your Google Workspace account.

From the Select a Project dropdown, select the Google Cloud project that you have created.

From the Navigation menu, browse to APIs and services > Enabled APIs and services.

In the APIs and services page, search for Gmailand click Enter.

Go to the MARKETPLACE AND APIS tab and select Gmail API from the search results.

In the Product details page, click the ENABLE button.

Creating the OAuth Client ID

To create the OAuth Client ID, you need to perform the following tasks:

Configure the OAuth consent screen.

Create the Credentials for the Client ID and Client Secret.

To configure the oAuth consent screen:

Log into your Google Workspace account.

From the Select a Project dropdown, select the Google Cloud project that you have created.

From the Navigation menu, browse to APIs and services > Credentials.

Click the CREATE CREDENTIALS button and select the OAuth Client ID option from the dropdown menu.

To create an OAuth client ID, you must configure your consent screen. To do that, click the CONFIGURE

CONSENT SCREEN button.

Under the User Type section, select the Internal option.

Now, click the CREATE button.

In the Edit app registration page, under the OAuth consent screen section, provide the following details:

App Name: The name of the app requesting consent.

User support email

▪

10.

11.

12.

▪

App logo: Upload a photo of your app displayed on the OAuth consent screen.

Authorized domains: Provide your app domain.

Application Homepage link

Application Privacy Policy link

Application Terms of Service link: This is an optional field.

Click the SAVE AND CONTINUE button.

You are now directed to the Scopes section of the Edit app registration page. Click the ADD OR REMOVE

SCOPES button.

In the Update selected scopes modal window that opens, search for and select thehttps://

mail.google.com/and click the UPDATE button.

Now, click the SAVE AND CONTINUE button.

To create the credentials:

From the Navigation menu, browse to APIs and services > Credentials.

Click the CREATE CREDENTIALS button and select the OAuth Client ID option from the dropdown menu.

In the Create OAuth client ID page, provide the following details:

From the Application type dropdown, select the Web Applications option.

Name: Provide the name of your OAuth 2.0 client.

Authorized redirect URLs:Provide the Redirect URL in the following format: https://

ECE_External_Url_of_Application/Context_Name/web/view/mail/admin/account/

showauthcode.jsp. For example, https://sample.company.com/system/web/view/

mail/admin/account/showauthcode.jsp. This is the URL of the page where the authorization code

is generated after successful authentication.

Now, click Create.

The OAuth client created modal window opens after the application is registered. The following information is displayed

for the registered application:

Your Client ID

Your Client Secret

Record the client ID and client secret. This information is used while configuring the OAuth Application

in the Administration Console. For more information, seeConfiguring OAuth Applications.



Configuring OAuthApplications

After registering your application with the Azure Active Directory or the Google Cloud, you need to configure your

application details in the Administration Console.

▪

To configure anOAuthapplication:

In the global-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > OAuth Applications.

In the OAuth Applications space, click the New button.

While configuring OAuth applications, after providing the value for the External URL of

Application setting or after editing the value, you need to restart the application server.

In the Configuration tab, provide the following details:

Name: The name for the configuration.

Description:Provide a brief description.

Provider: Select Microsoft Office 365for Outlook accounts and Google Mail for Gmail accounts.

Endpoint: Select Worldwidewhen the provider is set as Microsoft Office 365 and Global when the

provider is set as Google Mail.

Tenant ID: Provide the Tenant ID assigned by Azure Active Directory. For more information,

seeRegistering Applications with Azure Active Directory

Client ID:Provide the Client ID assigned by the Azure Active Directory for the Microsoft account or the

one created by Google Cloud for the Gmail account.

Client Secret:Provide the client secret Value created for the Microsoft account and Your Client Secret

created for the Gmail Account.

Click Save.



Deleting OAuth Applications

You cannot delete an OAuth application, if it is used in email accounts.

To delete an email account:

In the global-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Accounts.

In the OAuth Application workspace, hover your mouse over the OAuth application you want to remove and click

the Delete button.

You are prompted to confirm the deletion. Click OK to delete the OAuth application.



▪

Configuring Email Accounts

After configuring the OAuth applications, you need to create email accounts and add email aliases to them.

Before configuring the email accounts, perform the following tasks:

Configure theExternal URL of Application partition setting to generate the authorization code.

Ensure that the FQDN (Fully Qualified Domain Name) used in theExternal URL of Application must match the

FQDNused in the Redirect URL configured in the Azure Active Directory.

The Administrator must log into the ECE Administration Console using the same FQDN as inputted in the

External URL of Application.

Creating Email Accounts

To create an email account:

In the department-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Accounts.

In the Accounts space, click the New button.

In the Create Account space, under the General tab, provide the following details:

Name: The name of the account.

Description: A brief description of the account.

Status: Click the Toggle button to set the account's status. By default, it is set to active.

OAuth Registered App: Select the OAuth application, which is configured at the partition level. For more

information, see Configuring OAuth Applications. Note that you can map an OAuth application to

multiple email accounts. This setting is disabled after the email account is saved.

Server Type: Select the server type you want to use.The options available for Microsoft Office 365

arePOP3 and SMTP,IMAP and SMTP, and Graph API. The options available for Gmail account arePOP3

and SMTP, andIMAP and SMTP.

If you change the Server Type option while editing email accounts, you must regenerate the

authentication code.

Address: When the OAuth registered application is associated with a Microsoft account, for the POP3

and SMTP and IMAP and SMTP server types, the value is set as outlook.office365.com,and for

theGraphAPIserver type, it is set asgraph.microsoft.com. When the OAuth registered application

associated with a Gmail account is selected, for the POP3 and SMTP server type, the value is set as

pop.gmail.com, and for the IMAP and SMTP server type, the value is set as imap.gmail.com.This value

cannot be changed.

Authentication Type: The value is set as OAuth 2.0and cannot be changed.

▪ Authentication Code: While creating an Outlook account, click the Generate button to generate the

authorization code. On the Microsoft Sign-in page, log into the Microsoft account associated with the

registered application and accept the permissions requested to generate the authorization code. Once the

authorization is complete, the authorization code is automatically added to the field.

While creating a Gmail account, click the Sign in with Google button. On the Sign in with Google page,

log into the gmail account and click Allow to provide the requisite permissions to the Google project

associated with the registered application. Once the authorization is complete, the authorization code

gets automatically added to the field.

▪

Click Save.

Once the account is saved, the Email Address tab is enabled.

Adding Email Aliases

Under the Email Address tab, you can either create new email aliases or you can add existing email aliases, under basic

authentication, to email accounts to convert them into OAuth authentication. After the existing aliases are added to the

email account, they are no longer available in the Aliases list. To know more about creating basic authenticated aliases,

seeAbout Aliases.

Adding new email aliases

To add a new email alias:

In the department-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Accounts.

In the Account space, select the account to which you want to add a new email alias.

In the Edit Account space, click the New button under the Email Address tab.

In the Add a New Email Address window, provide the following details:.

Name: Type a name for your alias.

▪

Email address: Type the email address for the alias. This is required information. The email address you

provide here should be first created on the incoming email server.

Description: Provide a brief description.

Status: Click the Toggle button to set the status of the alias to active.

Automatic BCC: Type the email address to which you want to send a BCC copy of the email. Only one

BCC address may be used. Whenever an email is sent out from this alias, a BCC copy of that email is

automatically sent to this address. You can use this option when you want to review later the replies sent

out from a particular alias.

If you provide email addresses in both Automatic BCC and Send Email To fields, then the

email is sent only to the address given in the Send Email To field.

Send Email To: Specify the email address to which the outgoing emails from this alias should go.

Whenever an agent replies to a customer email, the reply is sent only to the email address specified in the

Send Email To field and not to the customer email address. You can use this option to test that the alias

has been configured properly and to test workflows. Make sure that after testing the alias you make this

field empty.

Default alias: Click the Toggle button to set the alias as the default alias for the department.When an

agent composes a new email, the default alias is selected as the From address for the email. The default

email address is also used for activities transferred to this department from other departments, if the

value of the setting Set “From” email address for email activities transferred between departmentsis

set to Use default alias of destination department.

A default alias should also be active and for each department only one alias can be the

default alias.

▪

Redirection Email Addresses: List the email addresses from where you want to redirect the emails to this

email address. Separate the list of email addresses using a semicolon.

Shared Mailbox: To add shared mailboxes as aliases to email accounts, select Yes, else select No.

Please note that you cannot add shared mailboxes to Gmail accounts.

Folder:The folder from which emails are fetched. By default, the value is set as Inbox. Please note that

the folder name must match the one on the email account provider. For Microsoft accounts, it can be

edited for IMAP and SMTP and Graph API server types only, but not for POP3 and SMTP. For Gmail

accounts, it can be edited for IMAP and SMTPserver types only, but not for POP3 and SMTP. Any

changes to the folder name on the account provider must be updated in ECE.

Click Done.

Adding existing email aliases

To add an existing alias:

In the department-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Accounts.

In the Account space, select the account to which you want to add an existing email alias.

In the Edit Account space, under the Email Address tab, click the Add Existing Email Address button.

In the Add Existing Aliases window, from the list of existing email aliases within the department, click the check

boxes next to the email aliases you want to convert to OAuth authenticated aliases.

If the existing email alias belongs to a shared account, click the check box next to the Add as Shared Mailbox

option.

▪

Click Done. The aliases are validated and then added to the account. When an alias, which does not belong to

the email account, is added, an error is shown.



Testing Connections for Email Accounts

After adding email aliases to an email account, the Test Connection button is enabled. It is used to test the validity of

an email account.

An email account can become invalid due to the following reasons:

When the generated authorization code is revoked or has expired.

When the email aliases no longer belong to the account.

When the permissions granted to the OAuth application are revoked.

To test the connection for an email account:

In the department-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Accounts.

In the Account space, select an existing email account.

Click the Test Connection button to test the validity of the account. If the email account is valid, the following

message pops up: Connection established successfully. If the account is rendered invalid, an error

message is shown.



▪

Removing Linked Aliases from Email Accounts

To delete an email account, it is imperative to remove linked email aliases. When email aliases are removed from an

email account, any aliases that are moved from basic authentication to OAuth authentication, are converted back to

basic authentication. These aliases become available in the Aliases list in an inactive state. The newly added OAuth

authenticated aliases are deleted permanently.

You cannot delete an email account, if an alias added to the email account:

Is configured as the default alias and is in the active state.

Is associated with a retriever service instance.

Is used in an inbound workflow.

To remove an alias from an email account:

In the department-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Accounts.

In the Account space, select the email account for which you want to remove the email aliases.

In the Edit Account space, under the Email Address tab, hover your mouse over the email aliases you want to

remove and click the Delete button.

You are prompted to confirm the deletion. Click OK to remove the email aliases from the email account.



Deleting Email Accounts

You can delete email accounts only after removing all linked email aliases from the account. For more information,

seeRemoving Linked Aliases from Email Accounts.

To delete an email account:

In the department-level Top Menu, click the Apps option

In the Left menu, navigate to Email > Accounts.

In the Account space, hover your mouse over the email account you want to delete and, click the Delete

button.

You are prompted to confirm the deletion. Click OK to delete the email account.



▪



Blocked File Extensions



About Blocked File Extensions

Configuring Blocked File Extensions

Deleting Blocked File Extensions

▪



About Blocked File Extensions

This is a security feature that allows you to selectively block certain types of attachments, whichmay contain viruses.

You can block attachments of such types from entering the system. (For example, .exe, .vbs, .js) This feature

works in conjunction with department settings for email attachments. Using settings for email attachments, the system

can be configured to block all attachments, block incoming and outgoing attachments, and delete or quarantine

blocked attachments.

Along with setting the file extensions for blocking, you need to configure the followingdepartment settings for this

feature to work:

Block all attachments

Action on blocked attachments

For more information, seeEmail Settings.

Blocked File Extensions are not necessary for new installations. This feature is only required for upgrade

installations.



Configuring Blocked File Extensions

To configure a blocked file extension:

In the department-level Top Menu, click Apps.

In the Left menu, click Email > Blocked File Extension.

Click the New button or select the Blocked File Extension you wish to edit.

A maximum of 25 blocked file extensions can be configured in a department.

In the Create Blocked File Extension page, provide the following details.

Name: Type a name for the blocked file extension.

Blocked File Extension: Type the file extension you want to block such as .exe, .vbs, .js.

Description: Type a brief description.

Click the Save button.



Deleting Blocked File Extensions

To delete a blocked file extension:

In the department-level Top Menu, click Apps.

In the Left menu, click Email > Blocked File Extensions.

In the Blocked File Extensions space,hover your mouse over the extension you wish to remove and click the

Delete button.

Click the Yes button when the system prompts you to confirm the deletion.



▪



Delivery Exceptions



About Delivery Exceptions

Configuring Delivery Exceptions

Deleting Delivery Exceptions

▪



About Delivery Exceptions

This feature allows you to handle emails that bounce back to the system because the original outgoing email could not

be delivered to the intended recipient. Emails can bounce back for a number of reasons, like an incorrect email address,

a customer mail box that has exceeded its storage limit, or network connectivity issues. Such emails are processed using

the delivery exception feature of the application.

Administrators create a list of delivery exception words and phrases, like Out of office, Auto-Reply, mail-

daemonthat may appear in the email subject line or email addresses which indicate that an email is a bounce back. If

the system finds any of these phrases, it treats the email as a bounced back email. Regular emails that contain phrases

configured for delivery exception are also categorized as bounced back emails, and treated as such. Bouncebacks are of

two types:

Permanent: Indicates that an irreparable reason, such as an invalid email address, caused the email to bounce

back. These are permanent failure conditions and any email sent to such email address would always bounce

back.

Temporary: Indicates that a temporary reason, such as an out of office reply or a temporary unavailability of the

destination server caused the email to bounce back. The inference here is that should the emails be sent again,

there is a chance that they may be delivered.

When the retriever picks up an email, it checks it for delivery exception words and phrases configured in the system. If

the email address or subject contains any of those words, the activity subtype is changed to Email-permanent

undeliverable or Email-temporary undeliverable, based on the failure type configured for that word or phrase, and

the email activity is sent to the exception queue by the standard start workflow. These activities can be processed from

the exception queue by a user with the appropriate permissions. Workflows can also be configured to process activities

that are routed to the exception queue.

The application comes with some default delivery exception instances. Should you need to create other instances of

delivery exception, you can easily do so from the Delivery Exceptions node in the Administration Console.



ConfiguringDelivery Exceptions

To create new delivery exceptions:

Select Apps from the Top menu

Select Email > Delivery Exceptions from the left menu. This opens the Create Delivery Exceptions space.

A maximum of 1000 delivery exceptions can be configured in a department.

In the Create Delivery Exception space, provide the following details.

Name: Type a name for the delivery exception.

Type: Select the type from the dropdown list which determines if the delivery exception look at the

subject line or destination email address when an email is returned. The options available are:

▪

Address

Subject

Phrase: Typethe phrase that the delivery exception will look for when a message is returned.

Failure: Select the type of failure that the delivery exception is looking forfrom the dropdown list. The

options available are:

Permanent

Temporary

Description: Provide a brief description of the delivery exception's characteristics and purpose.

Click the Save button.



Deleting Delivery Exceptions

If you delete a system provided delivery exception phrase, it gets deleted from all the departments in the

system.

To delete a delivery exception:

In the department-level Top Menu, click Apps.

In the Left menu, click Email > Delivery Exceptions.

In the Delivery Exceptions space,hover your mouse over the exception you wish to remove and click the Delete

button.

4. Click the Yes button when the system prompts you to confirm the deletion.



▪



Data Masking



About Data Masking

About Patterns

Creating Patterns

Creating Patterns in XML File

Exporting Masking Patterns

Importing Masking Patterns

Copying Patterns

Deleting Patterns

Validating Masking Patterns

Applying Patterns to Email Channel



About Data Masking

Data masking allows businesses to ensure that sensitive information, like credit card numbers, Social Security Numbers,

bank account numbers, and so on. is not transmitted from the system to the customers and vice versa. If the customer

and agent do add any sensitive data in the email content and chat messages, all such data is masked before it is

displayed to customers and agents and before it is stored in the ECE system.

Data masking is the process of scanning the content for sensitive information and applying regular expressions to mask

the sensitive information and hide the original data with characters, like, * ^ #.Data is masked using patterns, which are

defined using Javascript and Java regular expressions.

Data masking is available for emails and chats.

Masking patterns are defined by the partition administrators and then are applied to the email and chat channel. The

partition administrator can decide to manage the channels for all departments at the partition level, or can allow each

department to manage their own configurations.

For chat, you have the option to allow customers to disable data masking for selective messages. The Off-the-record

feature allows agents and customers to exchange sensitive information as data masking rules do not apply to these

messages. Any information exchanged while off-record is not stored in the ECE system. Off the record conversation can

be started and stopped only by customers.

Data masking rules also apply to the message typed by customers in the callback request form.



About Patterns

Patterns are definitions of data masking rules that you apply to the content of emails and chat messages to hide

sensitive data. Patterns are defined using JavaScript and Java regular expressions. In the pattern definition, you also

define the character to use for replacing the matching data (for example, *, ^, #). You can enable the Luhn algorithm for

masking credit card numbers. This algorithm distinguishes the valid credit card numbers from a random sequence of

numbers.

A partition administrator withthe following actions can manage patterns, that is create, delete, edit, copy, import, and

export patterns. You can either create a pattern from the user interface, or you can create patterns in an XML file and

import the file using the import feature.

▪



Creating Patterns

You can either create a pattern from the user interface, or you can create patterns in an XML file and import the file

using the import feature. Masking patterns can be created at the partition and at the department level.

To create a pattern:

In the global-level Top Menu, click the Security option.

In the Left menu, navigate to Data Masking > Patterns.

Click the New button.

A maximum of 100 masking patterns can be created in a partition.

In the New Pattern space, on the General tab, set the following:

Name: Type a name for the pattern.

Description: Provide a description for the pattern that explains what type of masking is done by the

pattern.

Active: Click the Toggle button to make the pattern active when it is ready for use. Only active patterns

can be applied to channels. Once a pattern is made active and used in channels, it can be made inactive

only after the association from the channels is removed.

▪

On the Masking Pattern tab, set the following:

Masking Character: From the dropdown list, select the character to be used to mask the data. The

default value is *. Options available are: *, -, #, X, x.

JavaScript Regular Expression: Provide the JavaScript regular expression for masking.

Java Regular Expression: Provide the Java regular expression for masking.

Number of characters to unmask from left: Provide the number of characters that should be ignored

from left while masking. For example, if you are masking a 10 digit account number and you do not want

to mask the first 4 numbers of the account number, the account number will show as 8765******

Number of characters to unmask from right: Provide the number of characters that should be ignored

from right while masking. For example, if you are masking the social security number and you do not want

to mask the last 4 numbers of the SSN, the SSN will show as *****3545

Apply Luhn's Algorithm: Select Yes to apply the Luhn's algorithms to credit card numbers.

▪

Click theSave button.



Creating Patterns in XML File

You can either create a pattern from the user interface, or you can create patterns in an XML file and import the file

using the import feature.

While preparing a file for importing patterns, keep in mind that:

Only XML files can be used to import patterns.

You can name the file anything you want.

Elements should be defined in the order specified in the pattern file exported from the application.

Elements and values of elements in the XML file are case sensitive.

For user created patterns, the isDefault element should be always set to no. Likewise, for default patterns, the

isDefault element should be always set to yes.

If you are importing a pattern that already exists in the system, your existing pattern will be overwritten by the

import process.

The following table lists the names of the properties as they appear in the file and on the UI. For the description of each

field, see Creating Patterns.



Name on the UI Name in the file

Name name

Description description

Active isActive

Default isDefault

Masking character maskingCharacter

JavaScriptRegular Expression javascriptRegularExpression

Java Regular Expression javaRegularExpression

Number of characters to unmask from right numOfCharsToUnmaskFromLeft

Number of characters to unmask from left numOfCharsToUnmaskFromRight

Apply Luhn algorithm applyLuhnAlgorithm

A sample pattern looks like:

▪



Exporting Masking Patterns

Patterns can be exported in XML format to share them across installations or if you wish to edit the patterns through an

XML file. All the patterns configured in the system will be part of the exported XML file.

To export patterns:

In the global-level Top Menu, click the Security option.

In the Left menu, navigate to Data Masking > Patterns.

Click theImport/Exportbutton andselect the Export Patternoption.

The patterns XML file isdownloaded.



Importing Masking Patterns

Only XML files can be used to import patterns.

To import a pattern:

In the global-level Top Menu, click the Security option.

In the Left menu, navigate to Data Masking > Patterns.

Click theImport/Exportbutton and select the Import Patternoption.

In the Import Patterns window, provide the location of the XML file. Click OK.

You are also notified if the import process will over-write existing patterns.

If the file has any issues, the import process is aborted and the user is notified about the same. Some of the issues with

the file can be:

Type of file is not XML.

Size of the imported file is more than 10 MB.

XML is malformed.

▪

The values of the name, description, JavaScript Regular Expression, Java Regular Expression fields are more than

the allowed size.

A custom pattern is defined as a default pattern.

A default pattern is not defined as a default pattern.

The JavaScript regular expression defined in the file is not correct.

The Java regular expression defined in the file is not correct.

You are deactivating a pattern that is in use.



Copying Patterns

To copy a pattern:

In the global-level Top Menu, click the Security option.

In the Left menu, navigate to Data Masking > Patterns.

In the Actions column of the desired pattern, click the Options button and select the Create Copy option.

You are notified when the pattern is copied. All patterns are copied in the inactive state. You can make them active when

you are ready to use the pattern.



Deleting Patterns

Patterns cannot be deleted if they are associated with a channel. You must remove all associations before deleting the

pattern.

To delete a pattern:

In the global-level Top Menu, click the Security option.

In the Left menu, navigate to Data Masking > Patterns.

In the Actions column of the desired pattern, click the Options button and select the Delete option.

In the window that appears, confirm the deletion.



Validating Masking Patterns

Validating Individual Patterns

After you create a pattern, test it by using the validation option available for each pattern.

To validate a pattern:

In the global-level Top Menu, click the Security option.

In the Left menu, navigate to Data Masking > Patterns.

Select the pattern you want to test.

Click the Validate button.

In the Validate Pattern window, do the following:

In the Sample Data provide the text you want to use for testing the pattern and click the Show button.

In the Masked Data section, you will see the JavaScriptRegular Expression and Java Regular Expression

applied to the sample data. All the settings configured in the Masking Pattern tab will be applied to the

sample data.

After you are done testing, click the Close button.

Validating Masking Patterns Applied to Channels

In addition to validating individual patterns, you can validate the patterns selected for a channel and make sure that

they work properly as a group and the order of the selected patterns is correct.

▪

To validate patterns applied to channels:

In the department-level Top Menu, click the Apps option.

In the Left menu, navigate to Email > Data Masking or Chat & Messaging > Data Masking

Click the Validate button.

In the Validate Pattern window, do the following:

In the Sample Data provide the text you want to use for testing the pattern and click the Show button.

In the Masked Data section, you will see all the selected patterns applied to the sample data.

After you are done testing, click the Close button.



Applying Patterns to Email Channel

At the Partition Level

A partition administrator with the following actions can perform this task:

Manage Application Security: Allows you to view the patterns applied to channels and to apply patterns to

channels.

View Application Security: Gives a read-only view of the patterns applied to channels. Users with this action

cannot change any configurations.

What can the administrator do?

Enable data masking for incoming and outgoing emails for all departments and manage all configurations from

the partition level.

Give control to the department administrators to configure their own settings. At this point, department

administrators can choose to configure their own settings or can continue to use the settings configured by the

partition administrators. Once a department administrator decides to configure their own settings, they are not

affected by the changes made by the partition administrator.

To apply patterns to the email channel:

In the Global-level Top menu, select the Security option.

In the Left menu, navigate to Data Masking > Email.

In the Data Masking: Email space, under the General tab, adjust the following fields:

Name: This field is disabled and cannot be changed.

Description: This field is disabled and cannot be changed.

▪

Enable Data Masking in Incoming Emails: Click this toggle button to enable or disable data masking for

incoming emails. This ensures that sensitive information in the content of an email remains undisclosed in

the email body when it arrives in the agent's inbox.

Enable Data Masking in Outgoing Emails: Click this togglebutton to enable or disable data masking for

outgoing emails. This ensures that if the agent's reply or email thread contains sensitive information about

the customer, it is not at risk of being disclosed when the agent's reply is sent.

Allow Resetting at the department level: Click this toggle button to allow data masking settings to be

configured at the department level. If this toggle remains disabled, the settings configured at the partition

level apply to all departments.

On to the Masking Patterns tab, click the Search and Add button and select the patterns to be applied to the

chat channel and define the order of the patterns. While defining the order make sure that the longest pattern is

on top followed by the short patterns. This ensures that patterns that use smaller matches do not partially mask

the text that would match the longer text. For example, if you are selecting both Visa Credit Card 16 Digits and

Visa Credit Card 13 Digits, make sure the order is - Visa Credit Card 16 Digits and then Visa Credit Card 13 Digits.

If the order is not correct, and let us say you mask the following content: Visa 16: 4485-0713-3727-3343 and Visa

13: 4222-2222-2222-2, it will get masked as Visa 16: ****************343 and Visa 13: ****************. You will

notice that the 16 digit credit card did not get masked properly.



Next, go to the Departments tab to see a read-only view of the departments that are using the masking patterns

applied by the partition administrator.



Click theSave button.

After saving the changes, validate the patterns selected for the channel by using the Validate button.

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At the Department Level

A department administrator with the following actions can perform this task:

Manage Department Security: Allows you to view the patterns applied to channels and to apply patterns to

channels.

View Department Security Gives a read-only view of the patterns applied to channels. Users with this action

cannot change any configurations.

How much control do department administrators get?

If the partition administrator has not given control to department administrators to configure their own settings,

department administrators get a read-only view of the settings configured by the partition administrator.

If the department administrator has the option to configure their own settings, and they choose to do so, they

are not affected by the changes made to the configurations by the partition administrators.

To apply patterns to the email channel:

In the department-level Top menu, select the Apps option.

In the Left menu, navigate to Email > Data Masking.

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In the Data Masking: Email space, select the Enable Department Settings toggle switch to enable data masking

configuration for the department. If this toggle is enabled, you may configure and adjust the fields under the

General and Masking patterns tabs.

On the General tab, set the following:

Name: This field is read-only.

Description: This field is read-only.

Enable data masking in incoming emails: Click the toggle to enable data masking for incoming emails.

By default this is set to Off.

Enable data masking in outgoing emails: Click the toggle to enable data masking for outgoing emails.

By default this is set to On.