MM - Mail Manager

Support for Exchange Web Service (EWS) APIs for Exchange Online is being phased out by Microsoft¹ in favor of OAuth 2.0 (via O365 credentials). LUCS features already use Graph API and can be reconfigured. Check in your configuration that "O365" settings are used instead of "Exchange".

AREAS TO CHECK: Mailboxes, Calendars, Voicemail, Topology Settings. Note that "Mail Manager" as an exception will not get further Graph support.

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¹ https://techcommunity.microsoft.com/t5/exchange-team-blog/upcoming-api-deprecations-in-exchange-web-services-for-exchange/ba-p/2813925

Luware ‘Mail Manager’ (MM) consists of a mandatory Service to manage your mailboxes. 

 MM requires Trusted Application Pool setup to be complete as an endpoint is required. 

Purpose of MM Service

The MM service handles the full cycle of email activities in a contact center, for example: 

• Email distribution to available agents according to their traits and responsibilities,
• Exchange integration → See Tenant Setup O365 and Exchange
• Monitoring of Mailboxes → See Essential Topology Settings
• Supply Agents with conversation context about incoming E-Mail directly within SfB

Installation

The MM service is an active – passive SfB application which is responsible for mail routing. It is to be installed on all LUCS machines. 

1. Run the LUCS.MM.Setup.msi
2. On the Luware-LUCS-MM Configuration Settings screen of the setup pay attention to fill the
   1. Instance Name
   2. Port number
   3. SfB Server Version
   4. Configure Certificate Security

3.  For security reason LUCS provides possibility to use certificate-based encryption and verification during the components communication. To configure certificate based authentication, select ‘Configure Certificate Security’ check box and press ‘Next’ button to open a page with server certificate settings.

   

   MM Configuration Settings Screen

4. When the ‘Configure Certificate Security’ checkbox was selected, you'll need to configure the server and client certificate settings as the next step. The client settings specify which settings MM will use while connecting to PS. The server settings are used to validate another services when they try to connect to MM.
   → Also see Prepare Certificate Thumbprint
   

   

   MM Server Certificate Settings Screen

   Settings	Description	Value
   Mode	Transfer security modes offered by WCF to ensure a secured communication between a client and a server.	None : This mode ensures that no security is applied while communication between server and client. Transport: As the name suggests, it is concerned with security of communication between a client and a service over a network protocol. It guarantees the confidentiality and integrity of messages at transport level since transport security secures the entire communication channel.
   Validation Mode	The mode that specifies how incoming certificate is validated and how trust is determined .	None: In this mode no validation is perfomed. ChainTrust: : In this mode WCF simply validates the certificate against the issuer of a certificate known as a root authority (the expiration time is checked too). PeerTrust: In this mode WCF simply checks if the incoming certificate is installed in the Trusted People folder in the certificate store (the expiration time is checked too). PeerOrChainTrust: Mixed mode.
   Is Dedicated	The flag that defins which certificate is used for encryption.	False: Encryption is done with default certificate. It means that certificate with the hostname of the machinefrom the Personal Store is used on server side. True: Encryption is done with a dedicated certificate. It means there is  possibility to configure identifier (thumbprint) of the certificate.
   Thumbprint	The thumbprint is a hash value computed over the complete certificate, which includes all its fields, including the signature.	→  See Prepare Certificate Thumbprint

5. Finish the installation. 

6. Open Windows Services 

   

   Note: The system reports all errors related to  connection or certificate issues to a log file ‘C:\Program Files\Luware AG\LUCS-MM\log\connectionIssues.log’.

   • Open Services and start the installed service.
   • Before running MM service, check that a valid certificate is registered on the machine where MM service is installed.
   • Check that service is successfully started without any errors in Event Viewer or in the log file

   In case of problems with certificate, the following exception is thrown and logged in the MM 'regular' log file. Example below:

   ERROR LUCS.MM.Connector.Exchange.EwsConnectorBase [(null)] – [AssemblyVersion:2.4.7.2][551]: Microsoft.Exchange.WebServices.Data.ServiceRequestException: The request failed. The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. —> System.Net.WebException: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. —> System. Security.Authentication.AuthenticationException: The remote certificate is invalid according to the validation procedure.

Configuration 

In the LUCS Topology the MM component should be configured as shown as in the example (select the MM Server Type, System Instance, Activity Order and fill the service’s Settings according to the table below):

The following settings are present on this page: 

Further Steps

Related Topics

• Create Mailboxes → Part of Essential Topology Settings
• Configuring your Mail Services
• Define Trait and Responsibilities for Mail
• Set the Mail Service Distribution Policy

For daily use in Mails you want to configure: 

• Define Conversation Context
• Task Completion Codes
• Cross-selling Codes
• Mail Default Answers
• Recording Definitions and Mail Templates

Mail Manager Client

Mail Manager Client is an Agent-side installed application that allows to write E-Mails directly from within SfB.

 This is a legacy application. If you need assistance or development services for this application, get in contact with Luware Support. 

Refer to our legacy KnowledgeBase (credentials required) for the following topics: 

• Configuration of MailManager Client

• How To Use MailManager Client