Genesys Cloud - Main

Hey everyone,

Jonathan here. We just started using Purecloud recently within my company and a I've been tasked with routing emails for our specific brands to certain queues. I would like some clarification on how Purecloud handles this operation. From my understanding Purecloud is in no way an email server nor does it function as such. All Purecloud does is fetches email from a specified domain (or sub-domain) once you've verified that domain and distributes those emails based on the flow and queue. On our end, we set up all of the inboxes and email addresses required and then it's plug and play into Purecloud from there. Am I correct in this or am I missing something here?
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

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Jonathan LeBlanc
Outdoor Network, LLC
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Hello Jonathan

Hope you are well.

It is very simple in Purecloud to setup the email, but it seems to be complex. and its clearly mentioned in the resource center.

You cannot verify your company's main domain in pure cloud. you have to create a sub-domain, and add it in the pure cloud. For example; xyz.com is main domain, from your org C-panel create some thing like Help.xyz.com. configure this in the Purecloud. and verify the DNS and MX records. It works fine.

If you still want to use your main domain for receiving the emails you can create an auto forwarding rule from the main domain to sub-domain, remember you will not set up email addresses from your end, you have to setup in the Purecloud and the auto-forward can be applied, and these will be used for email routing.
Hope its clear

Regards

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Teja Darbha
Jathwa Technology Solution
teja.darbha@jathwa.com
Riyadh Saudi Arabia
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Hi Jonathan,

Keep in mind that PureCloud acts more like an SMTP server, so is pushed emails instead of fetching them. Once an email has arrived, PureCloud will forward it to a queue (an agent) based on the rules you have setup.

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Sven Schiller
Kognitiv
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Also keep in mind that yes, PureCloud does act as an email server if you want it to. No corporate email server needed if you just want to create a .mypurecloud.com domain and email addresses within that domain. The email server bit is actually handled within AWS, transparent to your org.

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