Genesys Cloud CX

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  • 1.  Custom smtp integration

    Posted 12-21-2021 10:29

    Hi there i'm wondering if any in the community was able to use the email custom smtp integration to send outbound emails from another account besides the one originally configured.
    And the same question without using SendAs permissions on the mail server for the account in the SMTP integration?


    we have a requisite from the customer to be able to send outbound email using the smtp integration. we offered the customer to use the mx and txt records but theres a regulation limitation which we need the mails to be sent directly from the integration.
    We can see the sent outbound emails but only from the first account configured but not from any other account.

    does this work as originally intended or i'm missing something?

    thanks!


    #Integrations
    #Outbound

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    Mariano Martinez
    Interaxa S.A.
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  • 2.  RE: Custom smtp integration

    Posted 01-18-2022 21:51
    If the changes in the DNS records are not possible, the customer will have to stand up their own SMTP server and you will need to use the 3rd-party SMTP method to send emails.  They can do whatever they want on the headers and from addresses on that server.  That email server will have to allow for SMTP relay as well and be sure to tie it down to the IP found in the API call.  If you get an SMTP server working, let us know which one.  I am not sure anyone has reported this working with any specific servers yet.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Custom smtp integration

    Posted 02-22-2022 11:27
    Hi Mariano,

    We have the same issue. We have set up the email integration with the customer (Register your own domain and redirect outbound messages). Also, on the customer DNS server TXT,  DKIM records, have been configured and Verified. In addition to this we added  SMTP integration, the customer uses MS Office 365. SendAs permissions were not configured on the mail server.
    The email replies and/or outbound emails "On Behalf of Queue" are sent only from the original account, i.e. the account used for SMTP integration configuration. When we turn off SMTP integration, all the emails are sent and all works fine.
    Were you able to solve your problem? Is there an additional configuration needed on the mail server?





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    Tatjana Knezevic
    Star Telecom
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  • 4.  RE: Custom smtp integration

    Posted 02-23-2022 20:34

    In case you have configured SMTP integration and have multiple email addresses on a custom Email Domain, the additional configuration is needed on the mail server. You should add "send as" rights for the original account (the one used to set up SMTP integration) to the other mailbox(es).
    Otherwise, sending the email from the other accounts will fail.
    We have opened the ticket with Customer Care and here is the excerpt from the log file:

    Exception (com.sun.mail.smtp.SMTPSendFailedException): 554 5.2.252 SendAsDenied; b3bae15421ede7918048453bc1a9684f not allowed to send as bd4dd9698cee4ddbc9ac0456aef87f3e; STOREDRV.Submission.Exception:SendAsDeniedException.MapiExceptionSendAsDenied; Failed to process message due to a permanent exception with message Cannot submit message.

    After we applied the fix with "send as" on the mail server, the issue was remedied.



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    Tatjana Knezevic
    Star Telecom
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