JMS Mailbox Dialog

Name

The "friendly name" Response assigns the mailbox it uses as sender.

Email address

Indicates the email address for the account. This is the return address used in replies to incoming messages to this account. Note that users can override this address if you allow them to change the From address in a reply or an originated message.

 JNDI Naming Context

Identifies the class name providing the JNDI naming context for the JMS queue lookup.  

This class name should be accessible (in the classpath) for Response.  This example uses the Sun file system naming context class:   "com.sun.jndi.fscontext.RefFSContextFactory"

Provider URL

Identifies the URL used to establish connection to the JNDI server.

This is the URL of the JNDI provider.

This example uses a file system URL:   "file:C:\JNDI-Directory"  

This must be already configured via the messaging software.

Queue Connection Factory Name

Indicates the JNDI name for the JMS Queue Connection Factory

The factory name that is configured via the messaging software.

Inbound Queue Name

JNDI binding name of the inbound queue from which the messages are downloaded

Server Timeout

Indicates the amount of time that should elapse during an attempt to connect to the JMS server before KANA Response stops trying to connect

User

Indicates the user name privileged to connect to the JMS Queue to which you are connecting KANA Response (Optional based on the ACLs defined)

Outbound Channel

The choices are SMTP or  JMS.

SMTP

When SMPT is chosen as Outbound Channel, the following fields appear:

SMTP Server: Indicates the SMTP server to be used to send reply messages over SMTP. If left blank, the default SMTP server configured in Mail Sender should be used

SMTP Port: Indicates the SMTP port to be used to send reply messages over SMTP. If left blank, the default SMTP port configured in Mail Sender should be used.

Use SMTP Auth: Indicates the Response server will use ESMTP to validate the user before actually sending the email.

After Use SMTP Auth is selected, the following three options appear:

SMTP User: The authenticated SMTP user name.

SMTP Password: The password for the SMTP user.

Secure SMTP (SSL): Indicates the server uses a secure connection (SSL) for both outgoing mail (SMTP)and incoming mail.

JMS

When JMS is chosen as Outbound Channel, the following fields would appear:

Outbound Queue Name: Indicates the JNDI binding name of the JMS Queue to which reply messages would be sent. If left blank, the Inbound Queue would be used for outbound messages as well

Use default water mark settings

Indicates whether the mailbox uses default water mark settings of mailbox

       Low watermark

       High watermark

Indicates the global high watermark for the mailboxes.

       Alert email to  

Maximum message size

Indicates the maximum size in bytes for an incoming message, including attachments. KANA Response truncates incoming messages that exceed this size.

Active

Indicates whether KANA Response will download mail from this mailbox. Select this option to activate the mailbox and start downloading mail.

Departments

Filters mailboxes based on departments.

By default the mailbox is assigned the root department. This option increases security, by limiting Agent access to departments. Agents can only select mailboxes for the departments to which they are assigned in  the “From” address for replies or originating emails.

EBCDIC to ASCII conversion

A checkbox to perform EBCDIC to ASCII conversion after reading a message from JMS Channel, to support IBM systems

BASE64 encode/decode

A checkbox that provides ability to BASE64 encode / decode while sending / receiving messages from the JMS Channel

Outbound attachments allowed

Indicates whether attachments are allowed on outbound messages

Default outbound character set

Indicates the default character set to use for outbound messages originating in KANA Response

Character set for replies

Indicates how to choose a character set for replies to customer email:

• Let KANA Response choose: KANA Response determines the best selection.

• Use the incoming message character set: The reply uses the same character set as the original message.

• Use the default outgoing character set: The reply uses the character set defined by the Default outbound character set field.

Handling replies containing the euro

Indicates how to handle the euro symbol if the character set does not support it.

• Send reply in Latin-9: The reply uses the Latin-9 character set, which can handle the euro symbol.

• Send reply in Unicode: The reply uses the Unicode character set, which can handle the euro symbol.

• Replace euro with EUR: KANA Response replaces instances of the euro symbol with the abbreviation "EUR".

• Do not treat the euro specially: KANA Response ignores any issues related to the euro symbol.

Save

 Saves the JMS mailbox configuration and closes the dialog box

Test

Confirms the connection between KANA Response and this JMS mailbox

Cancel

Closes the dialog box without creating / editing the JMS mailbox