these are the basic steps about how to have exchange server worked with uccx 9. The email box for customer service is customer@ccievoice.com, which is used for receiving and replying emails. the first thing, keeping that in mind is uccx only works with exchange server.
Basic setup in exchange server
start up the IMAP service in Service config window
Go to exchange console, and select plain authentication mode without TLS connection
Be sure that your license file of UCCX 9 supports Desktop Services
Making sure in CCX serviceability, Desktop services are fully started
go to navigation drop-down menu, select Desktop Administrator
configuere global email settings for IMAP and SMTP
Go back to CCX administration page, configure a CSQ for the email service.
Assign resources that are already in a RG group to the email CSQ
Get back to Desktop Administrator again,
click Agent E-Mail Settings > Contact Service Queue Settings. Select CSQ name that was created in last step.
Test:
Login on Agent Desktop, click green button to get E-mail ready in service.
Send email to customer@ccievoice.com
The Agent replies the email right in the Agent Desktop
Click send
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