PureCloud

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Inbound Email

  • 1.  Inbound Email

    Posted 01-12-2019 14:13
    Dear All,

    we create a customer new domain.
    but when we create it all the steps was pending but us MX Record invalid.
    and after verification the domain from Genesys the MX still invalid.
    now we can make outbound email but we can't receive inbound email.

    Please, we need your help if anyone faced this issue before how can we fix it.



    #DigitalChannels
    #Outbound

    ------------------------------
    Andrew Adel
    IST Integration Services And Technologies Co.
    ------------------------------


  • 2.  RE: Inbound Email

    Posted 01-13-2019 14:32
    First I want to make sure that what you want to achieve is that all emails sent to the domain @istnetworks.com​ are received by PureCloud. It seems like that may be your company's primary email domain so I just want to double check to make sure it's really what you want to do.

    If that is what you are trying to do and you believe you have followed all the instructions, I would create a support case to help you understand what may have gone wrong. These are the instructions for MX records: https://help.mypurecloud.com/articles/add-mx-record-organizations-domain-server/

    More broadly, these are the various ways you can configure email routing within PureCloud based on your business needs. https://help.mypurecloud.com/articles/email-routing-scenarios/


    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------



  • 3.  RE: Inbound Email

    Posted 02-12-2019 07:47
    Hi Lucie,

    Thanks for the reply.
    it's not related to my domain, if i create any domain the first thing i faced that mx record is invalid we try this in any organization and different domain and it gives us the same error it was a global issue in purecloud so please check it and try to fix this issue.

    ------------------------------
    Andrew Adel
    IST Integration Services And Technologies Co.
    ------------------------------



  • 4.  RE: Inbound Email

    GENESYS
    Posted 02-12-2019 09:20
    @Andrew Adel, since you are seeing it as a bug in PureCloud, please open a Support case so that it can be documented well and the proper resources can be brought to bear on it.

    Thank you!​

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Inbound Email

    NEW MEMBER
    Posted 02-13-2019 03:49
    Dears

    I'm also facing the same issue regarding the domain set up - MX records, Could you please guide me in this.
    I entered all the details in the DNS settings still i'm facing this issue.

    Your response would be grateful 
     



    Thanks and Regards

    ------------------------------
    Teja Darbha
    Jathwa Technology Solution
    teja.darbha@jathwa.com
    Riyadh Saudi Arabia
    ------------------------------



  • 6.  RE: Inbound Email

    Posted 02-14-2019 04:55
    Edited by Carsten Øhlenschlæger 02-14-2019 05:03
    The description in PureCloud is flawed in my opinion.

    Please check that your DNS entry looks like this:
    Domain name: jathwa.com
    Type: MX
    Priority: 10
    Value: inbound-smtp.eu-west1.amazonaws.com

    The "10" should not be entered as part of the value in the MX record. It is a priotity and has its own field.

    ------------------------------
    Carsten Overgaard Øhlenschlæger
    PureCloud Tech Lead @ NetDesign
    https://www.linkedin.com/in/conix/
    ------------------------------



  • 7.  RE: Inbound Email

    NEW MEMBER
    Posted 02-17-2019 04:02
    Dear Carsten 

    Thank you for your response

    Yes the priority is 10, it is not included in the value.

    The DNS configuration is set as you described, but still i'm facing this issue.

    Could please help me with this

    Thank you



    ------------------------------
    Teja Darbha
    Jathwa Technology Solution
    teja.darbha@jathwa.com
    Riyadh Saudi Arabia
    ------------------------------



  • 8.  RE: Inbound Email

    Posted 02-17-2019 06:27
    @George Ganahl we had already opened a ticket with Genesys and they didn't know the issue and they didn't know how to fix it.
    and they provide for us a workaround not a full solution.

    it's not related to my domain, create any domain from your side the first thing you will see that the MX record in invalid.

    so after more than one told that they faced the same issue, we need your support to inform Genesys to check this issue and provide for us a full solution.

    ------------------------------
    Andrew Adel
    IST Integration Services And Technologies Co.
    ------------------------------



  • 9.  RE: Inbound Email

    Posted 27 days ago
    Can you send me the ticket number so I can follow up on the case and get it sorted out?

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------



  • 10.  RE: Inbound Email

    Posted 27 days ago
    Hi Lucie,

    this is the ticket number (0002447853).

    please check it and inform me if you get feedback from the support team.

    ------------------------------
    Andrew Adel
    IST Integration Services And Technologies Co.
    ------------------------------



  • 11.  RE: Inbound Email

    Posted 26 days ago
    Andrew, thanks for sending. I reviewed the case and it sounded like you simply wanted to be able to configure PureCloud to use an existing email domain (without using a subdomain).

    You should be able to accomplish the task with the second options and related instructions listed here: https://help.mypurecloud.com/articles/email-routing-scenarios/ and specifically here: https://help.mypurecloud.com/articles/register-domain-redirect-inbound-messages/

    If I'm understanding your scenario correctly, you shouldn't be using MX records at all since you still expect to receive all other emails at your existing email server. You only want to use TXT records to verify your domain so that PureCloud can send outgoing emails on your behalf. You should then forward emails from your email server to a PureCloud domain. Then, in order to send emails using the correct email address, you will need to configure "From Email Address" to use your desired email address.

    The setup is a little tricky so let us know if you need any help, but from my understanding it should be possible to achieve what you're trying to achieve.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------



  • 12.  RE: Inbound Email

    Posted 26 days ago
    Hi lucie,

    There was misunderstanding in this scenario.

    This is the workaround that we found and work with it.
    But when I create sub domain it give me MX record invalid.
    If i put my domain the MX record give me invalid.
    So what i did was this workaround.
    But i need to send and receive the emails from the same domain with the same mail.
    Not to forward the email to purecloud domain.

    I hope you understand stand the scenario now.
    To make sure from what i said(add any domain in purecloud)
    The first thing you will faced is MC recode invalid.
    The only domain that didn't waiting for verification was purecloud domain.
    So we use this workaround.

    Best regards 
    Andrew adel


    Sent from my iPhone





  • 13.  RE: Inbound Email

    Posted 26 days ago
    You should not have to create a subdomain. If, for example, your existing email is support@company.com, then you should be able to both receive emails in PureCloud using support@company.com and also send emails as support@company.com. Your end customers would never see any other email address, just support@company.com.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------



  • 14.  RE: Inbound Email

    Posted 26 days ago
    Yes Lucie,

    This what i need to send and receive my emails from support@company.com
    But this not work because always the MX record is Invalid.

    And the MX record is responsible for inbound so when I configure the domain it’s not work as inbound email.
    But the txt record was pending and after verification it work so i can make outbound from support@company.com.

    Outbound work fine.
    But inbound not work due to Mx record invalid. ( in the document it said that when you create the domain it must be pending)
    But it gave us invalid.


    I think now you get my point :)




    Sent from my iPhone




  • 15.  RE: Inbound Email

    GENESYS
    Posted 26 days ago
    Edited by George Ganahl 26 days ago
    Andrew, Lucie's solution as documented in the Resource Center uses a TXT record, not an MX record. You should not be using an MX record at all for setting up your PureCloud email.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 16.  RE: Inbound Email

    Posted 26 days ago
      |   view attached
    Here are silly diagrams I created back in 2017 when we are coming up with a solution to the issue you are facing. They may be helpful to illustrate the solution.

    This is the problem:
    Problem

    If you use TXT records, forwarding and the From Email Address field, it works (instructions are at Register your domain and redirect inbound messages - PureCloud Resource Center):
    Solution

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------



  • 17.  RE: Inbound Email

    Posted 26 days ago
    Hi George,

    please check the attached screenshots from help.genesys.com it said that you need to create MX record for inbound email.
    and TXT record for outbound.

    and you will find another screenshot said that after creating the domain it will give you that the MX record is pending Verification (not Invalid).


    https://help.mypurecloud.com/articles/use-organizations-email-domain-name/

    https://help.mypurecloud.com/articles/add-mx-record-organizations-domain-server/

    ------------------------------
    Andrew Adel
    IST Integration Services And Technologies Co.
    ------------------------------



  • 18.  RE: Inbound Email

    GENESYS
    Posted 26 days ago
    Lucie linked you to  https://help.mypurecloud.com/articles/email-routing-scenarios/

    On the page,



    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------