SMTP Error Mail Failing to Send

over 12 years ago | Article no. 5336

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THIS ARTICLE APPLIES TO:

All versions of Moxie Software Customer Spaces Channels

ISSUE DESCRIPTION:

Agent Initiated and Email Replies are failing to send.

ROOT CAUSE:

This is generally caused by an invalid SMTP server setting in the System Email Settings and/or Mailbox setup.

SOLUTION OR WORK AROUND:

To resolve this, start by checking two settings in the Channels Web Administrator. The first setting to check is the System SMTP setting for Agent Initiated Email. This setting impacts the Agents’ ability to send out an Agent Initiated Email.

In the Web Administrator, navigate to Email and then System Mail Settings
In the System Initiated Email Settings section, enter the SMTP server name
Select the correct SMTP port
Enter the SMTP login method
Enter the From email address to be used
The Display name for from email address will default to Agent Display Name. This setting can be changed at anytime without impacting the ability to send out email.
Select preferences for Count new emails in routing decisions and Send wait time (minutes). These settings can also be changed at anytime without impacting the ability to send out email.

Next, check each mailbox to ensure they have a valid SMTP server entered for it as well.

In the Web Administrator, navigate to Email and then Mailboxes
Click on the Mailbox name
Scroll down to the SMTP Settings section on the Email - Mailboxes page
Enter the desired Reply Email Address
Enter the SMTP login method
Enter the SMTP Server
Enter the SMTP port
The Display name for from email address will default to Agent Display Name. This setting can be changed at anytime without impacting the ability to send out email.

AFFECTED SYSTEMS & USERS:

Agents attempting to send out Agent Initiated Email or Email Replies

ADDITIONAL INFORMATION:

ESCALATION PROCEDURE:

If you have additional questions, please contact our Support team at +1 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.