AACC Emails remain in NEW state and not delivered

[sfitzg]

I have a problem where emails are not being queued but are staying in the NEW state. I have seen this in the past where the SMTP was not not working and the email handling process crashes while checking for auto-replies before it gets to completing the email process. However this is not the case now.

Has any body seen the same problem but with a different cause?

Simon

[phemming]

Hi Simon,

two other reasons -
CMF on CCMS appears to be up but isn't
Route Point not acquired

Paul

[lcontr]

Did you check de Rules? maybe you are routing to another skillset.

[sfitzg]

Thanks for the replies. I should have mentioned that this issue is for a working system where the rules and services are all working normally but some external factor such as the SMTP server not being available is the problem.

Turns out there is a problem with one of the emails with the following error;
Body: [Portions of this mail may have been non-compliant with MIME standards, or had a unknown encoding, and may not have been parsed. The raw text of the mail has been saved as an attachment "RawMail.txt".]

The email is not being processed completely and is being reprocessed every polling cycle. It looks like this is being added to the New Email list every time but never delivered.

[sfitzg]

The next question is, when you have several hundred emails in the 'New' state and not being delivered, how do you clean them up?

[phemming]

Log into AAAD as a supervisor, used to give you the option to close multiple contacts in one go

[sfitzg]

Thanks Paul,

My problem initially was that when trying to pull or close the emails I got an error that it was not in an appropriate state. However when I went back in the next day to get a screenshot for Avaya, they could be closed.

Problem all solved even if not fully understood.

Simon

[pedrozaf]

Thanks for the replies. I should have mentioned that this issue is for a working system where the rules and services are all working normally but some external factor such as the SMTP server not being available is the problem.

Turns out there is a problem with one of the emails with the following error;
Body: [Portions of this mail may have been non-compliant with MIME standards, or had a unknown encoding, and may not have been parsed. The raw text of the mail has been saved as an attachment "RawMail.txt".]

The email is not being processed completely and is being reprocessed every polling cycle. It looks like this is being added to the New Email list every time but never delivered.

I have the same error and I don't know how fix, someone knows what is the meaning of this error?

Thanks

[mousertx]

You may need to refresh the server... Not service affecting.

CCMA - Configuration
Click on CCMS and then
Server, Refresh Server