A protocol is a compilation of rules for how the communication between two units should be carried out. ACE Email uses two standard protocols for the email handling.
- POP
- Post Office Protocol is the protocol for retrieving email. ACE Account Server uses POP3 to get emails from your company’s email server.
- SMTP
- Simple Mail Transfer Protocol is the protocol for checking and transferring email. ACE Email Server uses SMTP e.g. when an automatic answer is sent to the sender and for signalling that a physical email should be delivered to the agent’s email client.
A Proxy Server is a server which constitutes the border between two computer networks and forwards the traffic between them. In ACE there is a SMTP Proxy Server with the mission to act as a delegate for the real SMTP-server of the email client. When agents are processing emails in their own email client ACE has no control over the answers sent to the customers. However, with some assistance from the SMTP Proxy Server, ACE can perform various actions for outgoing emails such as changing the reply address in order to hide the agent’s personal email address from the customer.
To enable SMTP Proxy Server to act as an intermediary between the regular SMTP-server and the agent’s email client you have to specify values for the following system parameters:
| enableSmtpProxy
SMTP proxy server is used |
Specified with 1 if ACE’s SMTP-proxy should be used. |
| smtpProxySmtpServer
SMTP-server name |
The name of the computer where the ordinary, the ”real”, SMTP server is installed. |
| smtpProxySmtpPort
Port number for connection to SMTP server |
The port number the ordinary SMTP servers uses for connections. |
| smtpProxyPort
Connection port number |
The port number ACE’s SMTP proxy server uses for connections. |
| smtpProxyRerouteName
Name for name translation |
Here you always enter the computer name of the computer where ACEAccountManager is installed.
When you e.g. enter the server name (domain name) HOSTNAME ACE will change the From-Address ot an email to contactID@ HOSTNAME before the email is sent out to the agent. In the DNS-servern, used by the SMTP Server, it says that HOSTNAME must be routed to the computer where EmailAccountManager is installed. This way the email is passing the SMTP Proxy Server on its way out to the customer. |
The SMTP Proxy Server remembers information about an email for 120 hours after the email was ended in ACE Agent. If replies are sent after this time, the email will not reach the customer.
If the agents’ email clients are configured to use ACE Account Manager as an outbound SMTP server all emails sent by agents will pass the SMTP Proxy Server on their way out to the customers.
For outgoing emails, the following system parameters must be specified:
| outgoingMailSmtpPort1
Outgoing email ACE Agent. Port number for connection to SMTP server 1. |
Port number that the SMTP server handling outgoing emails from ACE Agent listens to. |
| outgoingMailSmtpServer1
Outgoing email ACE Agent. Name of SMTP server 1. |
Name of computer, where the SMTP server for handling outgoing emails from ACE Agent is located. |
If you are using two SMTP servers for better redundancy and load balancing, you must also specify Port number for connections to SMTP server 2 and Name of SMTP server 2.
The system parameters mentioned for SMTP servers above are used in standard solutions. In service solutions such as Touchpoint Plus ContactCenter, they are only used as a kind of fallback. Each organization has its own area there, with its own entrance and its own email server. For outbound mail the SMTP server you see configured for the entrance is used, in ACE Admin’s Email and WorkItem accounts window. Configuration of SMTP server is done in so-called multitenant solutions by Telia Company’s personnel.