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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bounty on August 12, 2009, 01:35:09 PM

Title: EmailServer : Inbound emails table contains already the Message Id <xxxxx>
Post by: bounty on August 12, 2009, 01:35:09 PM

Hello,

I'am getting this warning when EmailServer pops a new form mail from the pop1-account.
"Inbound emails table contains already the Message Id <IBVIT101WtIIZS2TRqf00000011@ibvit101>"

I had a look in the Genesys_UCS.interaction table and found an old mail that was containing the same ExternalId.

This is strange but appears only with mails that are coming from an HTML mailform on our internet site. I think our Form programmers
have not given an unique Message-Id to the generated messages and after a while the Id is coming again.

Why is EmailServer using ExternalId (Message-Id) string to identify the mail ? Is there any option to change that ?

Please help ?

Title: Re: EmailServer : Inbound emails table contains already the Message Id <xxxxx>
Post by: bounty on August 12, 2009, 02:12:57 PM

OK, I found the answer in Multimedia 7.6 Reference Manual : see option "enable-message-id-check"

Unfortunately, we are using Multimedia 7.5  :'(

Title: Re: EmailServer : Inbound emails table contains already the Message Id <xxxxx>
Post by: René on August 12, 2009, 02:14:49 PM

Hi,

Email Server checks Message-Id to avoid duplicated retrieval of emails from POP3 mailbox. It could happen that email is retrieved, successfully stored to UCS but not deleted from mailbox due some issue on mail server side. If there is no Message-Id checking then Email Server will retrieve it again and submits the interaction to routing = agents will get the same email several times.

You can switch off (ESJ 7.6 and later) that feature by setting the key "enable-message-id-check" to "false" but I would not recommend you to do so if HTML form isn't the only source of emails.

Best solution IMHO - ask HTML form developer to generate unique Message-Id :)

R.