Email overview

Experience Portal 7.0 and the later versions support email as an additional communication channel.

The major features driving the email capability are:

• Sending outbound email messages.

• Receiving and processing inbound email messages.

• Sending a reply to inbound email messages.

• Handling of delivery receipts from email messages.

The major components that are enhanced or added to the system include:

• Email Web Application : A web application that provides a web user interface for configuring and managing the email-related components.

• Email Processor : A web application that interacts with an email server over the SMTP and POP3/IMAP4 protocols, routes messages to Orchestration Designer email applications, and provides methods for sending email messages.

• Orchestration Designer: A new application type called Email is added.

• Application Interface Web Service : The service is enhanced for sending multimedia messages.

Experience Portal provides additional support for the multichannel features in the following ways:

• Incoming email messages can be routed to Orchestration Designer email applications.

• Delivery receipts can be routed to Orchestration Designer email applications.

• Orchestration Designer applications of any type can send email messages. For example, a voice application can send an email message.

  	Note:
  	Experience Portal supports the following protocols: POP3 or IMAP4 for incoming emails and SMTP for outgoing emails. TCP or TLS or STARTTLS connections for inbound connections and outbound connections

• Experience Portal provides multilingual email support.

• Experience Portal supports attachments for inbound and outbound email messages.

• Experience Portal provides built-in grammar support like word spotting for text-based messages.

• The EPM system monitor displays real-time email statistics.

• Contact and Session reports display the inbound and outbound email statistics. Emails have filters and summary options.

• EPM Log Viewer, Alarm Manager, and Audit Log display voice, email, and SMS-related information.

• The EPM installation program installs the email support application

• Experience Portal provides high availability and scalability with load balancing across connections.