Genesys Cloud - Main

Hey guys,

Experiencing a really strange issue that's kinda driving me a little nuts. I've two inbound 'non-flow' email queues configured in the platform – really simple setup.

We have a WordPress site that has a 'form'. When the form is completed / submitted it generates an email addressed to two M365 shared mailboxes (mailbox 1 and mailbox 2). M365 mailbox 1 forwards the email to GCCX email queue 1 and M365 mailbox 2 forwards to GCCX email queue 2.

Here is the strange bit. Expected behaviour would be that the email hits both GCCX email queues 1 and 2. What is actually happening is that more often than not, the email is only hitting GCCX email queue 1 and not email queue 2 also. Rarely, it is hitting both queues. Within Exchange Online Track and Trace I can see that Exchange is correctly forwarding the email to both GCCX email queues! It seems like Genesys, 9 times out of 10, is dropping the email to one of the queues. When I manually send emails to the GCCX queues via the shared mailbox forwarders they are successful every time.

As far as I'm aware, Genesys doesn't provide any visibility / logging pertaining to inbound emails – so I'm kind of blind as to what is happening when the emails hit Genesys.

Any ideas / suggestions greatly appreciated.

Matt

Hey guys,

Experiencing a really strange issue that's kinda driving me a little nuts. I've two inbound 'non-flow' email queues configured in the platform – really simple setup.

We have a WordPress site that has a 'form'. When the form is completed / submitted it generates an email addressed to two M365 shared mailboxes (mailbox 1 and mailbox 2). M365 mailbox 1 forwards the email to GCCX email queue 1 and M365 mailbox 2 forwards to GCCX email queue 2.

Here is the strange bit. Expected behaviour would be that the email hits both GCCX email queues 1 and 2. What is actually happening is that more often than not, the email is only hitting GCCX email queue 1 and not email queue 2 also. Rarely, it is hitting both queues. Within Exchange Online Track and Trace I can see that Exchange is correctly forwarding the email to both GCCX email queues! It seems like Genesys, 9 times out of 10, is dropping the email to one of the queues. When I manually send emails to the GCCX queues via the shared mailbox forwarders they are successful every time.

As far as I'm aware, Genesys doesn't provide any visibility / logging pertaining to inbound emails – so I'm kind of blind as to what is happening when the emails hit Genesys.

Any ideas / suggestions greatly appreciated.

Matt

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.

Hey guys,

Experiencing a really strange issue that's kinda driving me a little nuts. I've two inbound 'non-flow' email queues configured in the platform – really simple setup.

We have a WordPress site that has a 'form'. When the form is completed / submitted it generates an email addressed to two M365 shared mailboxes (mailbox 1 and mailbox 2). M365 mailbox 1 forwards the email to GCCX email queue 1 and M365 mailbox 2 forwards to GCCX email queue 2.

Here is the strange bit. Expected behaviour would be that the email hits both GCCX email queues 1 and 2. What is actually happening is that more often than not, the email is only hitting GCCX email queue 1 and not email queue 2 also. Rarely, it is hitting both queues. Within Exchange Online Track and Trace I can see that Exchange is correctly forwarding the email to both GCCX email queues! It seems like Genesys, 9 times out of 10, is dropping the email to one of the queues. When I manually send emails to the GCCX queues via the shared mailbox forwarders they are successful every time.

As far as I'm aware, Genesys doesn't provide any visibility / logging pertaining to inbound emails – so I'm kind of blind as to what is happening when the emails hit Genesys.

Any ideas / suggestions greatly appreciated.

Matt

Hey Max / Lawrence,

Thank you for your replies! I did wonder if it was SPAM related and so created a really simple inbound email flow to 'Transfer to ACD' in the event of SPAM and applied within the email configuration. Unfortunately, this made no difference. 

Cheers. 

Matt 

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.

Hey guys,

Experiencing a really strange issue that's kinda driving me a little nuts. I've two inbound 'non-flow' email queues configured in the platform – really simple setup.

We have a WordPress site that has a 'form'. When the form is completed / submitted it generates an email addressed to two M365 shared mailboxes (mailbox 1 and mailbox 2). M365 mailbox 1 forwards the email to GCCX email queue 1 and M365 mailbox 2 forwards to GCCX email queue 2.

Here is the strange bit. Expected behaviour would be that the email hits both GCCX email queues 1 and 2. What is actually happening is that more often than not, the email is only hitting GCCX email queue 1 and not email queue 2 also. Rarely, it is hitting both queues. Within Exchange Online Track and Trace I can see that Exchange is correctly forwarding the email to both GCCX email queues! It seems like Genesys, 9 times out of 10, is dropping the email to one of the queues. When I manually send emails to the GCCX queues via the shared mailbox forwarders they are successful every time.

As far as I'm aware, Genesys doesn't provide any visibility / logging pertaining to inbound emails – so I'm kind of blind as to what is happening when the emails hit Genesys.

Any ideas / suggestions greatly appreciated.

Matt

Is it possible for you to get the full copy of both emails and see if the header's MESSAGE-ID is the same?

Hey Max / Lawrence,

Thank you for your replies! I did wonder if it was SPAM related and so created a really simple inbound email flow to 'Transfer to ACD' in the event of SPAM and applied within the email configuration. Unfortunately, this made no difference. 

Cheers. 

Matt 

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.

Hey guys,

Experiencing a really strange issue that's kinda driving me a little nuts. I've two inbound 'non-flow' email queues configured in the platform – really simple setup.

We have a WordPress site that has a 'form'. When the form is completed / submitted it generates an email addressed to two M365 shared mailboxes (mailbox 1 and mailbox 2). M365 mailbox 1 forwards the email to GCCX email queue 1 and M365 mailbox 2 forwards to GCCX email queue 2.

Here is the strange bit. Expected behaviour would be that the email hits both GCCX email queues 1 and 2. What is actually happening is that more often than not, the email is only hitting GCCX email queue 1 and not email queue 2 also. Rarely, it is hitting both queues. Within Exchange Online Track and Trace I can see that Exchange is correctly forwarding the email to both GCCX email queues! It seems like Genesys, 9 times out of 10, is dropping the email to one of the queues. When I manually send emails to the GCCX queues via the shared mailbox forwarders they are successful every time.

As far as I'm aware, Genesys doesn't provide any visibility / logging pertaining to inbound emails – so I'm kind of blind as to what is happening when the emails hit Genesys.

Any ideas / suggestions greatly appreciated.

Matt

Morning Max, 

I hope that you are well today. 

I've just checked the message IDs within Track and Trace and they are indeed different. 

Mailbox 1

Message ID

Is it possible for you to get the full copy of both emails and see if the header's MESSAGE-ID is the same?

Hey Max / Lawrence,

Thank you for your replies! I did wonder if it was SPAM related and so created a really simple inbound email flow to 'Transfer to ACD' in the event of SPAM and applied within the email configuration. Unfortunately, this made no difference. 

Cheers. 

Matt 

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.

Hey guys,

Experiencing a really strange issue that's kinda driving me a little nuts. I've two inbound 'non-flow' email queues configured in the platform – really simple setup.

We have a WordPress site that has a 'form'. When the form is completed / submitted it generates an email addressed to two M365 shared mailboxes (mailbox 1 and mailbox 2). M365 mailbox 1 forwards the email to GCCX email queue 1 and M365 mailbox 2 forwards to GCCX email queue 2.

Here is the strange bit. Expected behaviour would be that the email hits both GCCX email queues 1 and 2. What is actually happening is that more often than not, the email is only hitting GCCX email queue 1 and not email queue 2 also. Rarely, it is hitting both queues. Within Exchange Online Track and Trace I can see that Exchange is correctly forwarding the email to both GCCX email queues! It seems like Genesys, 9 times out of 10, is dropping the email to one of the queues. When I manually send emails to the GCCX queues via the shared mailbox forwarders they are successful every time.

As far as I'm aware, Genesys doesn't provide any visibility / logging pertaining to inbound emails – so I'm kind of blind as to what is happening when the emails hit Genesys.

Any ideas / suggestions greatly appreciated.

Matt

Weird. Almost feels like it's being blocked/spammed on the Amazon SES side rather than Genesys side.

What happens if "Mailbox 2" forwards to "Mailbox 1" first? Would then both emails end up in Queue 1 or does it also just show one email?

Morning Max, 

I hope that you are well today. 

I've just checked the message IDs within Track and Trace and they are indeed different. 

Mailbox 1

Message ID

Is it possible for you to get the full copy of both emails and see if the header's MESSAGE-ID is the same?

Hey Max / Lawrence,

Thank you for your replies! I did wonder if it was SPAM related and so created a really simple inbound email flow to 'Transfer to ACD' in the event of SPAM and applied within the email configuration. Unfortunately, this made no difference. 

Cheers. 

Matt 

Spam thing that Lawrence Drayton mention sounds like a potential issue.

On the backend, Genesys uses Amazon SES to receive and send emails. And therefor leverages their techniques for detecting spam. https://help.mypurecloud.com/faqs/how-does-genesys-cloud-handle-email-marked-as-spam/#:~:text=Email%20can%20be%20true%20spam,emails%20that%20may%20contain%20viruses.

Hey guys,

Experiencing a really strange issue that's kinda driving me a little nuts. I've two inbound 'non-flow' email queues configured in the platform – really simple setup.

We have a WordPress site that has a 'form'. When the form is completed / submitted it generates an email addressed to two M365 shared mailboxes (mailbox 1 and mailbox 2). M365 mailbox 1 forwards the email to GCCX email queue 1 and M365 mailbox 2 forwards to GCCX email queue 2.

Here is the strange bit. Expected behaviour would be that the email hits both GCCX email queues 1 and 2. What is actually happening is that more often than not, the email is only hitting GCCX email queue 1 and not email queue 2 also. Rarely, it is hitting both queues. Within Exchange Online Track and Trace I can see that Exchange is correctly forwarding the email to both GCCX email queues! It seems like Genesys, 9 times out of 10, is dropping the email to one of the queues. When I manually send emails to the GCCX queues via the shared mailbox forwarders they are successful every time.

As far as I'm aware, Genesys doesn't provide any visibility / logging pertaining to inbound emails – so I'm kind of blind as to what is happening when the emails hit Genesys.

Any ideas / suggestions greatly appreciated.

Matt