You are here: Create and Configure Channels > Set up Email Channels > Configure Email Channel Properties

Configure Email Channel Properties

Configuring an email channel in Virtual Contact Center involves:

To configure properties for an email channel, you must specify the channel name, enter an incoming email address, login credentials to access the email, incoming mail server properties, protocol, and the email script used for the channel. An email script directs emails entering Virtual Contact Center to agents via email queues.
Go to Channels > Email > Properties to specify the primary properties of the email channel.

To configure email channel properties:

  1. From the Configuration Menu, open Channels.
  2. Go to the Email tab.
  3. In the list of email channels, click to edit, or to add a new chat channel.
  4. Enter or select values for the channel.
    The following table summarizes the options under Channels > Email > Properties:
    Email Channel PropertyDescription
    Channel typeRead-only reminder of the type of channel.
    Channel nameType the name of this email channel.
    Agent Console displays the channel name when the agent receives an email.
    Incoming Email AddressEnter the full email address used by customers to submit interactions to this email channel.
    User IDEnter the username required to retrieve the email address entered for Incoming Email Address.
    Password, Retype PasswordEnter and verify the password required to retrieve the email address entered for Incoming Email Address.
    Incoming Mail ServerEnter the network address of the mail server. This mail server receives the email messages sent to the address entered for Incoming Email Address.
    ProtocolChoose the email protocol supported by the server.
    The mail protocol valid choices are:
    • POP3, POP3 over SSL
    • IMAP, IMAP over SSL
    When you choose an email protocol, Configuration Manager automatically enters the protocol's default port number under Port.
    PortBy default, Configuration Manager uses the following default port numbers based on the email protocol you select from the list:
    • 110 if you select POP3
    • 995 if you select POP3 over SSL
    • 143 if you select IMAP 
    • 993 if you select IMAP over SSL
    You can enter a non-default port number if your email server uses one.
    Email scriptIf you have more than one email channel, choose another channel's previously defined IVR script.
    Choose an email script from the drop-down menu. If you do not select any scripts, the default email script is automatically assigned to your email channel.
    This Channel is enabledSelect to enable this email channel for service.
    Enable a channel only after your contact center is ready to receive interactions for this channel.
  5. Click Test to check the connection with the mail server.
    If the connection to the server is successful, the test indicates the messages in the server.
  6. Click Save.

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