hope someone can shed some light here. implementing uccx email queue in 8.5.1su2. all works fine if we implement as cisco doc says. for example, create distro list (lets call it email@example.com) and associate a mailbox account (lets call it firstname.lastname@example.org) as member and use this same mailbox account to configure in uccx . the distro is associated to the email queue in CDA. so if we send email to the distro list, it works for agents in CAD. he/she is able to process it.
here is the problem. I cannot use the distro list for customers to send email. they already have a mailbox using it for long time (lets call it email@example.com). this is publicly advertise and being used for long time. so they don't want to change it to firstname.lastname@example.org. so the suggestion I provided was to forward all email that comes to email@example.com to firstname.lastname@example.org hoping the uccx will pick up and send to agents for process. It is not working. It appears that uccx knows that the original email is not meant for email@example.com so it ignores it.
any workaround in exchange or uccx I can do to make it work..?
Both firstname.lastname@example.org and email@example.com will be under the control of company.com... so just get them to set up firstname.lastname@example.org as a distro list with UCCX as the member, and preconfigure UCCX to expect it.
You would typically create a distribution list for each queue, so you should see your email@example.com as just a test one. You now need to reassign the 'real' mail address to it.
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firstname.lastname@example.org is a mailbox they have for very long time and they don't want to remove it. I do understand that we can disable the mailbox and create a distro with the same email. that is the only thing I can suggest to them now (as you said). but I was trying to understand why forwarding emails from email@example.com to the firstname.lastname@example.org wont work? I mean as long as uccxdistro (which is configured in the uccx for email queue) sees an email coming ,it should prcess it. because it was a forwarded email , it is not processing it. as I said if I send email directly to uccxdistro , it works fine.
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