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  • 1.  Inbound email routing

    Posted 04-28-2021 05:17
    No replies, thread closed.
    Hi Community,

    I am hoping to get some guidance/confirmation on how emails route into Genesys Cloud, specifically in relation to the AWS region emails traverse. If an email is sent to a Genesys Cloud org located in ap-southeast-2, does it have to traverse the US East region for delivery? Is there a way to control this routing through configuration?

    The only way I can see this being achieved would be landing the email on something in the middle, and then calling a GC API to create the email interaction and manually rebuild the content.
    #ArchitectureandDesign
    #DigitalChannels
    #Routing(ACD/IVR)
    #Security

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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
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  • 2.  RE: Inbound email routing

    Posted 05-26-2022 01:37
    No replies, thread closed.
    Just picking up this thread again after a year of inactivity - anybody got any ideas? We are facing increasing challenges implementing email within Genesys Cloud CX in the APAC region as soon as a customer realises that the routing sends the email to the US. Any ideas gratefully received!!

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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
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  • 3.  RE: Inbound email routing

    Posted 05-26-2022 07:32
    No replies, thread closed.
    It's my understanding that Genesys Cloud uses AWS' SES for email for which there are endpoints in most if not all regions.  Where have you read about them all traversing the US?  I'd like to know more on that one.

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    Vaun McCarthy
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    Original Message


  • 4.  RE: Inbound email routing

    Posted 05-26-2022 07:42
    No replies, thread closed.
    There are multiple API and SMTP endpoints, these are all in region. However, there are only 3 email receiving endpoints in US East, US West, and Europe. This means that the email in APAC gets routed to US East, it's assessed by SES and then delivered to the final endpoint in APAC. The full statement from AWS around SES is

    Amazon SES doesn't support email receiving in the following Regions: US East (Ohio), US West (N. California) Asia Pacific (Mumbai), Asia Pacific (Osaka), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London), Europe (Paris), Europe (Stockholm), Middle East (Bahrain), South America (São Paulo), and AWS GovCloud (US).

    When you setup email in Genesys Cloud CX and do the verification you'll notice that the domain is verified against US East

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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
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    Original Message


  • 5.  RE: Inbound email routing

    Posted 05-27-2022 03:56
    Edited by Andy Jackson 05-27-2022 03:56
    No replies, thread closed.
    We keep our emails on prem (well cloud)  in office 365 and then using a mail-flow to forward them onto a contact which is the Genesys cloud mailbox, this keeps teh origination where ever you need to

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    Andy Jackson
    Ten Lifestyle Management Limited
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