This document describes how Unified Contact Center Express (UCCX) solution, starting from version 11.5 along with SocialMiner (SM) supports Office 365 as an email server for agent email functionality. This is the first cloud email provider supported for the agent email functionality.
Design and Topology
The UCCX server now provides cloud email support starting from 11.5. This functionality is achieved by an integration to the Office365 email service via a SOCKS 5 proxy. It is important to note that having a proxy server is not mandatory, but most deployments have external network access blocked and therefore connection has to be established via a proxy server.
Apart from the one additional step of setting up the proxy, there is no other change for the customer. The messaging flow is shown in the image:
Having a proxy server to connect to Office 365 is not mandatory. If your network connectivity is setup in such a way that the SM server can set up a TCP connection on the Internet Message Access Protocol (IMAP) and Simple Mail Transfer Protocol (SMTP) ports of office365.com, a proxy server is not needed.
If you wish to use a proxy between the SM and Office 365, SOCKS 5 is the only supported protocol. SOCKS4, SSH tunnels, and other protocols are not supported.
Cisco does not recommend which proxy server needs to be used.
Setting up the Proxy
As a part of this technote, an open source proxy server for Linux called Dante is used. Please note that this does not mean that this is the Cisco recommended proxy server; it is one of the servers used in the lab for creating this document. You are free to use any server of choice as long as the SOCKS5 protocol is used.
Note: The server that is being configured as a proxy should have access to office365.com, without the need to have further proxies.
On a Linux server with root access:
Step 1. Install the Dante server.
Step 2. Configure the server by adding the following info into the /etc/danted.conf file.
Note: When signing up for the Office365 service, ensure that the service allocated to you is from the same country where the SocialMiner server is. This is very important, or you will have issues with connectivity.
Configure the UCCX/SM
This section provides the high-level tasks and related information for configuring Unified CCX integration with office 365 for Agent Email.
1. Configure the Unified Communications Manager server.
Resolve the authentication issue by providing the correct credentials.
Ensure that the Socks Proxy is reachable from SocialMiner and Socks Proxy Server is able to reach the O365.
Problem: Delay in sending emails using Office365.
If sending an email takes > 10 seconds, find if SMTP connection to Office365 is causing the delay.
Configure Office365 using Thunderbird or outlook client via IMAP. If sending an email takes long time with authenticated SMTP connection, then it indicates the same slowness issue in SocialMiner as well.
The issue is from Office365. Contact Office365 support.
Microsoft Diagnostics tool
If you are having trouble with the connectivity with the Office365 service and want to check on the status of your service, there is a tool from Microsoft that can be used. The tool is called Support and Recovery Assistant and can be downloaded from here: https://diagnostics.outlook.com/#/
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