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Author Topic: Genesys Email Server problem? Cannot send e-mails from Interaction Workspace  (Read 7675 times)

Offline SmileySuzuki

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Genesys Email Server problem? Cannot send e-mails from Interaction Workspace
« on: February 23, 2013, 12:21:29 PM »
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Hello,
I have a problem that I can receive e-mails in IW, but can't reply to them or send out new e-mails.  I'm using hMailServer and it seems working correctly because I can send & receive e-mails when I use Windows Live Mail with it and without Genesys Email Server.
Here is an excerpt from the Genesys Email Server log:
[code]20:22:29.866 Trc 25096 [SvcSrvW-24] <7063> Request (queued for 0 ms): Id=7063|Type=Request|Service=Email|Method=Send.
20:22:29.874 Trc 25019 [SvcSrvW-24] <7063 01SGBJ2H50XER000 tcp://genesys0:57385> Service 'Email' method 'Send' started.
20:22:29.877 Trc 23191 [SvcSrvW-24] <7063 01SGBJ2H50XER000 tcp://genesys0:57385> Request:
  Type=Request
  Service=Email
  Method=Send
  Parameters=
    [
      MessageDispositionNotification="false"
      DeliveryStatusNotification="false"
    ]
  UserData=
    [
      ParentId="00002a8JGETD000M"
      MediaType="email"
      InQueues=
        [
          Outbound queue=""
        ]
      InteractionId="01SGBJ2H50XER000"
      IW_CaseUid="e11963a5-a022-4bb3-88f8-789f7bbc8128"
      IW_BundleUid="53c9325d-bec1-43fb-ac66-dcc8bb885490"
      AssignedAt="2013-02-23T03:52:12Z"
      IsHeld=0
      IsOnline=0
      PegRejected=1328
      SubmitSeq="131106"
      IW_OriginalAgentEmployeeId="IA"
      DeliveredAt="2013-02-23T03:52:12Z"
      TenantId=101
      SubmittedBy="IAllende_Place"
      EmailAddress="account@premier.com"
      FirstName="Customer"
      Queue="Outbound queue"
      InteractionType="Outbound"
      OriginalAgentEmployeeId="IA"
      MovedToQueueAt="2013-02-23T03:52:12Z"
      PegAGE-mail distribution for processing=1
      RVQDBID=""
      PlacedInQueueAt="2013-02-23T11:22:27Z"
      IWAttachedDataInformation=
        [
          Option.interaction.case-data.header-foreground-color="#FF15428B"
          Option.expression.url="(?#Protocol)(?:(?:ht|f)tp(?:s?)\:\/\/|~/|/)?(?#Username:Password)(?:\w+:\w+@)?(?#Subdomains)(?:(?:[-\w]+\.)+(?#TopLevel Domains)(?:com|org|net|gov|mil|biz|info|mobi|name|aero|jobs|museum|travel|[a-z]{2}))(?#Port)(?::[\d]{1,5})?(?#Directories)(?:(?:(?:/(?:[-\w~!$+|.,=]|%[a-f\d]{2})+)+|/)+|\?|#)?(?#Query)(?:(?:\?(?:[-\w~!$+|.,*:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,*:=]|%[a-f\d]{2})*)(?:&(?:[-\w~!$+|.,*:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,*:=]|%[a-f\d]{2})*)*)*(?#Anchor)(?:#(?:[-\w~!$+|.,*:=]|%[a-f\d]{2})*)?"
          Option.interaction.case-data.frame-color="#FFFFBA00"
        ]
      IsLocked=0
      OriginalAgentUserName="IAllende"
      SubmittedAt="2013-02-23T03:52:12Z"
      Subject="Re: test"
      To="account@premier.com"
      ReceivedAt="2013-02-23T03:52:12Z"
      Origination_Source="Email"
      AssignedTo="IA"
      InteractionSubtype="OutboundReply"
      PlaceInQueueSeq="253722"
      ContactId="00002a8JGETD000N"
      ReferenceId="<BBC580815E81442890FE953E7E3216A0@genesys0>"
      InteractionState=1
    ].
20:22:29.879 Trc 23191 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Request:
  Type=Request
  Target=UCS
  Service=OMInteractions
  Method=GetInteractionContent
  Parameters=
    [
      IncludeAttachments="TRUE"
      InteractionId="01SGBJ2H50XER000"
      IncludeBinaryContent="TRUE"
    ]
  UserData=
    [
    ].
20:22:29.903 Trc 23191 [OutSbSchd] Response:
  Type=Response
  Target=UCS
  Service=OMInteractions
  Method=GetInteractions
  Parameters=
    [
      InteractionData=
        [
        ]
    ]
  UserData=
    [
    ].
20:22:30.040 Trc 23191 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Response:
  Type=Response
  Target=UCS
  Service=OMInteractions
  Method=GetInteractionContent
  Parameters=
    [
      InteractionContent=
        [
          Text="On 2013/02/23 12:48:30, Customer wrote: \n> test"
        ]
      InteractionAttributes=
        [
          TheComment=""
          ParentId="00002a8JGETD000M"
          ThreadId="00002a8JGETD000K"
          Subject="Re: test"
          OwnerId=102
          EntityTypeId=1
          CanBeParent="true"
          Timeshift=540
          Status=2
          AllAttributes=
            [
              IWAttachedDataInformation=
                [
                  Option.interaction.case-data.header-foreground-color="#FF15428B"
                  Option.expression.url="(?#Protocol)(?:(?:ht|f)tp(?:s?)\:\/\/|~/|/)?(?#Username:Password)(?:\w+:\w+@)?(?#Subdomains)(?:(?:[-\w]+\.)+(?#TopLevel Domains)(?:com|org|net|gov|mil|biz|info|mobi|name|aero|jobs|museum|travel|[a-z]{2}))(?#Port)(?::[\d]{1,5})?(?#Directories)(?:(?:(?:/(?:[-\w~!$+|.,=]|%[a-f\d]{2})+)+|/)+|\?|#)?(?#Query)(?:(?:\?(?:[-\w~!$+|.,*:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,*:=]|%[a-f\d]{2})*)(?:&(?:[-\w~!$+|.,*:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,*:=]|%[a-f\d]{2})*)*)*(?#Anchor)(?:#(?:[-\w~!$+|.,*:=]|%[a-f\d]{2})*)?"
                  Option.interaction.case-data.frame-color="#FFFFBA00"
                ]
              OriginalAgentUserName="IAllende"
              Subject="Re: test"
              IW_CaseUid="e11963a5-a022-4bb3-88f8-789f7bbc8128"
              IW_BundleUid="53c9325d-bec1-43fb-ac66-dcc8bb885490"
              To="account@premier.com"
              Origination_Source="Email"
              IW_OriginalAgentEmployeeId="IA"
              EmailAddress="account@premier.com"
              FirstName="Customer"
              ContactId="00002a8JGETD000N"
              OriginalAgentEmployeeId="IA"
              ReferenceId="<BBC580815E81442890FE953E7E3216A0@genesys0>"
              PegAGE-mail distribution for processing=1
              RVQDBID=""
            ]
          TenantId=101
          StartDate="2013-02-23T03:52:13.000Z"
          TypeId="Outbound"
          SubtypeId="OutboundReply"
          Id="01SGBJ2H50XER000"
          ContactId="00002a8JGETD000N"
          CreatorAppId=121
          MediaTypeId="email"
        ]
      Attachments=
        [
        ]
      EntityAttributes=
        [
          ToAddresses="account@premier.com"
          ReferenceId="<BBC580815E81442890FE953E7E3216A0@genesys0>"
        ]
    ]
  UserData=
    [
    ].
20:22:30.072 Trc 23191 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Request:
  Type=Request
  Target=UCS
  Service=SystemInformation
  Method=GetVersion
  Parameters=
    [
    ]
  UserData=
    [
    ].
20:22:30.100 Trc 23191 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Response:
  Type=Response
  Target=UCS
  Service=SystemInformation
  Method=GetVersion
  Parameters=
    [
      Version="8.1.200.03"
    ]
  UserData=
    [
    ].
20:22:30.104 Trc 23191 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Request:
  Type=Request
  Target=UCS
  Service=OMInteractions
  Method=UpdateInteraction
  Parameters=
    [
      InteractionContent=
        [
        ]
      InteractionAttributes=
        [
          Status=2
          TenantId=101
          TypeId="Outbound"
          ExternalId="reserved_123"
          Id="01SGBJ2H50XER000"
          EntityTypeId=1
          MediaTypeId="email"
        ]
      EntityAttributes=
        [
        ]
    ]
  UserData=
    [
    ].
20:22:30.142 Trc 23191 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Response:
  Type=Response
  Target=UCS
  Service=OMInteractions
  Method=UpdateInteraction
  Parameters=
    [
    ]
  UserData=
    [
    ].
20:22:30.148 Trc 23191 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Request:
  Type=Request
  Target=UCS
  Service=OMInteractions
  Method=UpdateInteraction
  Parameters=
    [
      InteractionContent=
        [
        ]
      InteractionAttributes=
        [
          Status=2
          NullAttributes="ExternalId"
          TenantId=101
          TypeId="Outbound"
          Id="01SGBJ2H50XER000"
          EntityTypeId=1
          MediaTypeId="email"
        ]
      EntityAttributes=
        [
        ]
    ]
  UserData=
    [
    ].
20:22:30.289 Trc 23191 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Response:
  Type=Response
  Target=UCS
  Service=OMInteractions
  Method=UpdateInteraction
  Parameters=
    [
    ]
  UserData=
    [
    ].
20:22:30.290 Std 25100 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Service 'Email' failed in method 'Send' (ErrorCode=910 ErrorMsg=[u][b][color=red]No valid sender found[/color][/b][/u] in interaction 01SGBJ2H50XER000.).
20:22:30.293 Trc 25020 [SvcSrvW-24] <7063 01SGBJ2H50XER000> Service 'Email' method 'Send' ended, processing time (ms): 414.
20:22:30.295 Std 25080 [SvcSrvW-24] <7063> Exception message: No valid sender found in interaction 01SGBJ2H50XER000..
20:22:30.297 Trc 25097 [SvcSrvW-24] <7063> Response: Id=7063|Type=Fault|Service=Email|Method=Send|Parameters=[FaultCode="910"|FaultString="11:22:30.295 Server: EmailServer Msg: No valid sender found in interaction 01SGBJ2H50XER000."]|UserData=[].
20:22:30.300 Trc 25098 [SvcSrvW-24] <7063> 'Email.Send' (request id 7063) handling duration : 434 ms.
[/code]
I notice the error message "No valid sender found" and the "sender" may means an smtp server.  So, the message may mean that the Genesys Email Server could not access to the smtp server for some reason.
Please help me out.

Thank you in advance,
Smiley:)
« Last Edit: February 23, 2013, 01:08:51 PM by cavagnaro »
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Offline cavagnaro

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Re: Genesys Email Server problem? Cannot send e-mails from Interaction Workspace
« Reply #1 on: February 23, 2013, 01:11:55 PM »
Post ESJ SMTP config section from CME.
Be sure to have ALL fields correctly filled.
Also post a screenshots of your send email object from IRD
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Offline SmileySuzuki

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Re: Genesys Email Server problem? Cannot send e-mails from Interaction Workspace
« Reply #2 on: April 07, 2013, 06:12:43 AM »
I found a solution by myself.  It was not about Genesys Email Server, but about Interaction Workspace (IW).
'sender' of 'No valid sender found' means a From address of an email message.  The error occurred because the From address field was blank when it was sent out.
The way to set a From address on IW isn't simple because you cannot just type one in.  What you need is to have IW gather email addresses for the From field.  Here is how:
1. Change the value of email.from-addresses option of IW as follows:
  $EMAILSERVER$ -> EmailAccounts
2. Set proper email addresses for the 'E-mail Accounts' business attributes using Configuration Manager or Genesys Administrator.  For example, support@example.com for the 'Customer support' business attribute instead of customer_support.

Regarding #1 above, the IW deployment guide says that you don't have to do the change, but I had to.  The description may be wrong or I may need to set up other options correctly.
« Last Edit: April 07, 2013, 06:16:17 AM by SmileySuzuki »
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Offline germanjuarez

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Re: Genesys Email Server problem? Cannot send e-mails from Interaction Workspace
« Reply #3 on: January 18, 2018, 08:28:34 PM »
thanks SmileySuzuki! it was useful!
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Offline cavagnaro

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Re: Genesys Email Server problem? Cannot send e-mails from Interaction Workspace
« Reply #4 on: January 18, 2018, 08:48:29 PM »
[quote author=SmileySuzuki link=topic=7684.msg33553#msg33553 date=1365315163]
I found a solution by myself.  It was not about Genesys Email Server, but about Interaction Workspace (IW).
'sender' of 'No valid sender found' means a From address of an email message.  The error occurred because the From address field was blank when it was sent out.
The way to set a From address on IW isn't simple because you cannot just type one in.  What you need is to have IW gather email addresses for the From field.  Here is how:
1. Change the value of email.from-addresses option of IW as follows:
  $EMAILSERVER$ -> EmailAccounts
2. Set proper email addresses for the 'E-mail Accounts' business attributes using Configuration Manager or Genesys Administrator.  For example, [email]support@example.com[/email] for the 'Customer support' business attribute instead of customer_support.

Regarding #1 above, the IW deployment guide says that you don't have to do the change, but I had to.  The description may be wrong or I may need to set up other options correctly.
[/quote]


WDE gets this value and will get later from ESJ, so be sure ESJ has a connection to WDE too and that the SMTP and POP options are correctly configured
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