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Outlook 365 integration with PureConnect CaaS

  • 1.  Outlook 365 integration with PureConnect CaaS

    Posted 02-12-2020 03:19
    Hi All,

    We are using PureConnect CaaS (hosted by Genesys) initially the setup was Voice only and now we are trying to bring up Email channel. Our customer is using Outlook 365 as per the documentation they have created an impersonation account and few mail boxes which we need to monitor. Challenge is post Mail configuration in Interaction Administrator when we are trying to search for the mailboxes we are getting Unknown error. We checked the EWS connector logs and in those logs we are getting Unauthorized error when its trying to connect. Followed this guide as well https://my.inin.com/products/selfhelp/kb/Lists/KnowledgeBase/DisplayKB.aspx?ID=20


    Impersonation acccont details are fine as we are able to login. Below is the logs summary from the EWS logs. Need some suggestion  on the extra steps which we can perform or anything specific needed for it to work as its CaaS.

    EWS connector logs:-
    ServiceManager.GetService : Microsoft.Exchange.WebServices.Data.ServiceRequestException: The request failed. The remote server returned an error: (401) Unauthorized. ---> System.Net.WebException: The remote server returned an error: (401) Unauthorized.
       at System.Net.HttpWebRequest.GetResponse()
       at Microsoft.Exchange.WebServices.Data.EwsHttpWebRequest.Microsoft.Exchange.WebServices.Data.IEwsHttpWebRequest.GetResponse()
       at Microsoft.Exchange.WebServices.Data.ServiceRequestBase.GetEwsHttpWebResponse(IEwsHttpWebRequest request)
       --- End of inner exception stack trace ---
       at Microsoft.Exchange.WebServices.Data.ServiceRequestBase.GetEwsHttpWebResponse(IEwsHttpWebRequest request)
       at Microsoft.Exchange.WebServices.Data.ServiceRequestBase.ValidateAndEmitRequest(IEwsHttpWebRequest& request)
       at Microsoft.Exchange.WebServices.Data.MultiResponseServiceRequest`1.Execute()
       at Microsoft.Exchange.WebServices.Data.ExchangeService.BindToFolder(FolderId folderId, PropertySet propertySet)
       at Microsoft.Exchange.WebServices.Data.ExchangeService.BindToFolder[TFolder](FolderId folderId, PropertySet propertySet)
       at ININ.Mail.Exchange.Interop.Folder..ctor(WellKnownFolderName folder, ExchangeService service) in d:\builds\eic_2018r5_p04\products\eic\src\mailconnector2\providers\exchange\ews\interop\Folder.cs:line 66
       at ININ.Mail.Exchange.Interop.Store..ctor(ExchangeService service) in d:\builds\eic_2018r5_p04\products\eic\src\mailconnector2\providers\exchange\ews\interop\Store.cs:line 46
       at ININ.Mail.Exchange.Interop.Service..ctor(ExchangeService service) in d:\builds\eic_2018r5_p04\products\eic\src\mailconnector2\providers\exchange\ews\interop\Service.cs:line 44
       at ININ.Mail.Exchange.Interop.ServiceManager.GetService(String emailAddress) in d:\builds\eic_2018r5_p04\products\eic\src\mailconnector2\providers\exchange\ews\interop\ServiceManager.cs:line 166. The request failed. The remote server returned an error: (401) Unauthorized.

    #DigitalChannels
    #Integrations
    #PlatformAdministration

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    Prateek Sethi
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  • 2.  RE: Outlook 365 integration with PureConnect CaaS

    GCAP Member
    Posted 02-13-2020 04:20
    Edited by Simon Oakes 02-13-2020 06:22
    Hi Prateek
    We are in the same position and have been unable to get this working.  We have temporarily taken our mailboxes out of the cloud.  I do know that there is some additional configuration/licences required at the Genesys end and suggest that you speak with Genesys as a next step.

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    Simon Oakes
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