Set up ZyDesk Send Message feature for e-mail

Kun slutbruger-hjælpen er for tiden oversat til dansk. Hjælp til installation og administration af Zylinc-løsninger er for tiden på engelsk.

Dette emne er fortrinsvis for administratorer og/eller folk som bestyrer en Zylinc-løsning

In ZyDesk clients (that is Zylinc Attendant Console, Contact Center, and Service Center), you can use the Send Message feature to send e-mails via various third-party software interfaces, without the need for the user to leave ZyDesk.

ZyDesk can send e-mails via the following e-mail applications (that must be correctly installed in the same user session as ZyDesk):

  • IBM Notes

  • MS Outlook

  • Generic: Any e-mail application that the user may have selected as their default e-mail client in Windows

There's also an alternative option available that doesn’t require the availability of an e-mail application in the users’ session:

  • Builtin: Send e-mail via an SMTP account and the Messaging Portal Tomcat service installed on the Zylinc Windows Application server

  1. Log in to ZyDesk as an administrator

  2. In the ZyDesk menu, select File > Settings > Administration > Email client

  3. In Selected client, select the third-party e-mail system that you want to use:

    • Select Outlook to use Outlook from the users’ session

    • Select Notes to use IBM Notes from the users’ session

    • Select Generic to use the Windows default e-mail application from the users’ session

    • Select Builtin to set up an SMTP account in the Administration Portal, and use the Messaging Portal Tomcat service on the Zylinc Windows Application Server

      If you use Bultin, you should also use the fields Own email and in Own name to enter the e-mail address and name that should appear as the sender of e-mails

    • None disables the e-mail sending feature

  4. Right-click Email client and select Configuration level > Database

  5. Right-click Email client and select Access level > Administrator

  6. Click OK

  7. Click Yes to restart ZyDesk

The following example shows how to use an Office 365 e-mail account to send mail from. To use another SMTP server, change SMTP Server, Port and SSL as required.

  1. In the Administration Portal menu, select INSTALL > Portal Configuration

  2. Select Messaging, and click Save

  3. In the Administration Portal menu, select SYSTEM > Mail Accounts

  4. Click Add Mail Account

  5. In Name, enter a name for the mail account, for example Office 365

  6. In SMTP Settings

    1. In SMTP Server, enter smtp.office365.com

    2. In Port, enter 587

    3. Select SSL

    4. In User (default), enter the e-mail address and password for the user account that you want to send e-mails from. Make sure the SMTP account you use, can send on behalf of the agents.

    5. Click Save

  7. In the Administration Portal menu, select NETWORK > Messaging Gateway

  8. In Gateway URL, enter an URL similar to http://<winappserver>:35028/MessagingPortal

  1. In the Deployment Manager menu, select Deployment > Tomcat Services

  2. In Instance, select the instance on port 8080 that already hosts Authentication, Client Manager, and ZyCore ID

  3. In Available Tomcat applications, select Messaging Portal, and click Deploy Services

  1. In a web browser, open an URL similar to http://<winappserver>:8080/MessagingPortal, and log in as admin with the password for Tomcat instance ZyTomcat1-8080-8443 user admin

  2. In the Messaging Portal menu, select TEST EMAIL

  3. In the To Email and From fields, enter the e-mail address of the user account that you want to send e-mails from

    Just use the same address in both fields.

  4. Click Test email

You should see a status message similar to the following:

Test Result:
Response Http Status Code: 200
Result: Email sent successfully
Error Message: No error message
Gateway Response Result: Email sent successfully

If you see an error, you can view information about the error directly on the screen, or you can open the log file for the Tomcat service Messaging Portal and inspect the bottom of the log file for information about the error. To locate the log file, see Open latest log file from specific Zylinc module

Typical errors are caused by wrong SMTP hostname, SMTP port, user name, or password, or a firewall rule that blocks outgoing connections to the specified SMTP server.

Solve any errors and make sure that the Messaging Portal can send e-mails before you continue to the next step.

If you use a third-party e-mail application in the users’ session, make sure that the third-party application works correctly, and that it can send e-mails, before you continue.

  1. Log in to ZyDesk

  2. Click Send Message (in the top-right corner)

  3. Select Email

  4. In To, enter the e-mail address that you want to send a test e-mail to

  5. Fill out the Subject and Messagefields

  6. Click Send

If you use a third-party e-mail application, use the Sent Items folder of the third-party application to check that the e-mail has been sent.

If you use the builtin mechanism to send the e-mail, ask the receiver to verify that the mail has arrived.