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  • 1.  E-mails: anti-virus and anti-spam

    Posted 10-22-2019 04:16
    Edited by Didier Wielemans 10-30-2019 04:22

    Hi All,

    We are currently implementing E-mail routing on our PureCloud ORG and have questions:

     1°) Virus: if the Amazon verdict indicates that the email may contain a virus, PureCloud disconnects the message and never delivers it to an agent

          Is there a way to get like a notification saying "this mail *sender* and *subject* was rejected because it may contain a virus"?

         We could never know someone sent us a valid mail in case of false positive.

     2°) SPAM: If the Amazon verdict indicates that the email is spam, PureCloud processes those emails based on the settings you choose when you set up spam routing during email address configuration.

         Can we whitelist known safe senders directly from within the spam (so future mails don't get caught)?

         On the Amazon web site we can read :'Amazon SES makes its spam detection verdicts available to you, enabling you to decide if you trust each message'

          Is this option also available to us within pure cloud?
    Thanks in advance for any assistance.
    Regards,
    Didier 


    #Security
    #SPAM
    #Email Virus
    #Email whitelist


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    Didier Wielemans
    NTT Belgium NV/SA
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    ​​​


  • 2.  RE: E-mails: anti-virus and anti-spam

    GENESYS
    Posted 10-22-2019 09:55
    @Lucie DeCristofaro can give more insight.

    There is some useful info in the Resource Center article https://help.mypurecloud.com/faq/how-does-purecloud-handle-email-marked-as-spam/:
     
    "Note: If PureCloud disconnects the email message, the disconnect reason appears on the interaction's detail view. For more information, see Disconnect reasons in the interaction's detail view."

    1) " If the Amazon verdict indicates that the email may contain a virus, PureCloud disconnects the message and never delivers it to an agent." So, you should see those emails in the Performance>Interactions view. They will be emails that are immediately disconnected, never routed. The Disconnect Reason should indicate why it was never routed, so you can set up your filters to look for emails that lasted less than 1 minute, that are Ended, for the queue you are interested in, etc.

    2) ​You can set up the routing to send emails marked as Spam on to PureCloud routing, as described in the article https://help.mypurecloud.com/articles/manage-acd-email-routing/ :
    "(Optional) Under Spam Routing, to configure how to route email that the system suspects is spam do one of the following:
    • Select Route spam email to this flow and then select a flow from the list.
    • Select Disconnect all email that is detected as spam."
    There is not a way to whitelist certain addresses. Some customers send all spam emails on to PureCloud and use Architect to analyze the email for keywords or From: addresses to decide whether or not to allow the email to route to queue (basically doing their own "spam detection" in Architect flows). That allows them to create a "whitelist" for Architect to use, but it gets cumbersome.

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: E-mails: anti-virus and anti-spam

    GENESYS
    Posted 10-22-2019 10:00
    George is correct. 

    When you say:

    On the Amazon web site we can read :'Amazon SES makes its spam detection verdicts available to you, enabling you to decide if you trust each message'

    Is this option also available to us within pure cloud?

    Then we do exactly that. For each email we expose the spam detection verdict and let you make a decision on how to proceed the way George described.



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    Lucie DeCristofaro
    Genesys - Employees
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    Original Message


  • 4.  RE: E-mails: anti-virus and anti-spam

    Posted 10-22-2019 13:05
    @Lucie DeCristofaro,
    @George Ganahl,


    Thanks for your prompt responses.

     

    I see now how I will manage SPAM and Virus.

    I was thinking that the infected Emails (virus) were blocked by Amazon and never delivered to PureCloud. But since this is PureCloud which disconnects them we should find them in the historical database by filtering their duration and/or their disconnect reason.

     

    Your assistance is much appreciated.

    Regards,

    Didier

    ​​

    ------------------------------
    Didier Wielemans
    NTT Belgium NV/SA
    ------------------------------

    Original Message


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