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James Hawkins
Collaborator

UCCX 11.6 Email Queue - modifying sending address

Hello,

I am implementing UCCX Premium 11.6(2) for a customer.

They want to use the email queuing feature but I am not sure that it can do what they require.

 

The email system that UCCX is integrated with is on premise Microsoft Exchange (not sure which version).

 

They have a public facing email address to which all inbound public emails are sent. For example:

 

enquiries@example.com

 

They want emails to this alias to be assessed and then forwarded to email queues with internal only email addresses for further processing. For example:

 

urgent-issues@example.com

hr-issues@example.com

it-issues@example.com

 

This is simple so far. The issue I have is that when an agent replies to an email forwarded to one of the second group of queues the from email address will be the email address associated with that queue rather than the main public facing email address.

Is there any way around this? - I do not think that UCCX can do this so I am guessing that the address modification might have to be done by the Exchange SMTP program if it can do that.

Has anyone done anything similar and, if yes, what were the issues?

Thanks! 

 

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