Luware ‘Mail Manager’ (MM) consists of a mandatory Service to manage your mailboxes. A client must be installed

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

Purpose of Mail Manager Service

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

Installation of Mail Manager Service

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. Website Name (MM Client, hosted via IIS)
    2. Port number

      MM Configuration Settings Screen
  3. Press "Next", then specify configuration further details:
    1. Instance name (Server)
    2. SfB Server Version
    3. Configure Certificate Security
      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

      (tick)  When the ‘Configure Certificate Security’ checkbox was selected, you'll need to configure the server and client certificate settings as the next step. Otherwise this step will be skipped.

      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.
      (info) → Also see Prepare Certificate Thumbprint

      SettingsDescriptionValue
      ModeTransfer 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 ModeThe 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 DedicatedThe flag that defines 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.

      ThumbprintThe thumbprint is a hash value computed over the complete certificate, which includes all its fields, including the signature.



  4. Finish the installation. 


Installation Verification / Certificate check

(tick) This step only applies when you encounter problems with MM connection or use certificate security. 

  1. Before running MM service, check that a valid certificate is registered on the machine where MM service is installed. →  See Prepare Certificate Thumbprint
  2. Open Windows Services and start the installed MM service.
  3. Check that service is successfully started without any errors in Event Viewer or in the log file

Error Logs

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’.

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.

Component 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):

WebConfigurator - MM Component Configuration


The following settings are present on this page: 

Key

Description
AttachementMaxSizeInKbEnter the maximal size of the attachments in kb that an agent is able to send from the MM client.
ConfirmHandledIf this flag is set to true, the agent has to confirm to set an email to ‘handled’ on an additional popup
ConnectionLivenessIntervalEnter the interval time in seconds between the keep alive pings.
ConnectionLivenessTimeoutEnter the amount of seconds the component will wait for a keep alive response.
ConnectionReconnectIntervalEnter the amount of seconds between the retries to reestablish the connection to the service.
DefaultAAContextDeprecated: Not in use anymore and unsupported.
GruuPrefixThis value is used to identify service related conversations on SMD. This value depends on the machine where the component is installed. To get the required value


1. run Get-CsTrustedApplication command in SfB Server Management Shell

2. search for application port number

3. in the ComputerGruus string copy the sip address of the machine

Example: sip:lucs01.dev.local@dev.local

MaxReconnectDeprecated: Not in use anymore and unsupported.
ReconnectTimeoutDeprecated: Not in use anymore and unsupported.
ShowRedBarOnImagesEnter ‘false’ for the case when the red bar on images tab will not be used.


Enter ‘true’ for the case when the red bar on images tab will be used.

ShowRedBarOnPdfEnter ‘false’ for the case when the red bar on pdf tab files will not be used.


Enter ‘true’ for the case when the red bar on pdf tab files will be used.

UseDefaultConversationcontextDeprecated: Not in use anymore and unsupported.

Recommended next steps: 

Related Topics

Related Topics

For daily use in Mails you want to configure: