I'm working on a UCCX 8.5.1 install and I've configured agent email and am receiving emails fine. However, when I reply to emails from CAD the emails are never getting to their destination. In CSD the emails show as sent. I can telnet to the SMTP server on the SMTP port and can send an email using telnet commands fine from the UCCX server subnet so that all looks ok. The Exchange 2007 admin has assured me that the SMTP handler is configured as per the CAD install guide.
There is a firewall between the UCCX and the Exchange server and port 25 is open between them however, port 25 isn't open from the desktops to the Exchange server. From my understanding though it's the EEM service on the UCCX server that's doing the sending isn't it? I can't seem to see very much in the logs. The CAD logs seem to say the email is sent. The debug logs from the EEM service don't really seem to show a great deal from what I can make of them when the agent replies to the email.
Is this a new installation/configuration? Are you also running Exchange '07?
The EEM logs should actually show the EXACT error that is happening, however an easy way to figure this out is to log into the CCX email account through outlook, thunderbird, OWA, etc. and actually look at what folder that outgoing message is being sent to.
If the messages aren't actually being sent, take a look at the "Not Sendable" folder in the IMAP account and see if your messages are being moved there. If this is the case, the UCCX email account does not have rights to send with the address configured in CDA for that specific email queue.
Here is the CAD Troubleshooting guide that explains this issue. Pg 93. "
Agent e-mail responses are not sent back to customers"
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