Exchange MAPI Support for CIC

Technical Reference

2018 R1

Last updated August 7, 2017 (See Change Log for summary of changes.)

Abstract

This document provides procedures for configuring the Microsoft Exchange MAPI-based integration for CIC.

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Exchange MAPI Support for IC Technical Reference 2 Table of Contents Introduction ...... 4 Supported Exchange servers (MAPI) ...... 4 Mail server and CIC server can be members of the same or different domain ...... 4 Create an Exchange Distribution Group for CIC users ...... 4 Create an Exchange Distribution Group in Exchange 2007 and Exchange 2010 4 Assign CIC administrator account permissions for Exchange 7 Recommended and minimum Exchange permissions ...... 7 Assign the recommended CIC administrator permissions in Exchange 2007 and Exchange 2010 8 Assign the minimum CIC administrator permissions in Exchange 2007 and Exchange 2010 9 Troubleshooting: Permission assignments may not take effect immediately10 Troubleshooting: “Send As” permission and CIC users with domain administrative roles 10 Configure the Outlook client on the CIC server ...... 10 Configure Outlook 2010 on the CIC server ...... 10 Configure CIC for Exchange ...... 13 Exchange calendar access (Interaction Mobile Office) for Exchange 2007 only ...... 13 Requirements ...... 14 Configuration ...... 14 Microsoft Outlook for users ...... 14 Microsoft Outlook on client workstations ...... 15 Microsoft Outlook Web Access ...... 15 Change Log ...... 16

Exchange MAPI Support for IC Technical Reference 3 Introduction This document is for the Microsoft Exchange and/or CIC administrator responsible for the Exchange MAPI system and for configuring Exchange MAPI. It provides requirement and configuration information for the CIC integration to Exchange using the Exchange MAPI interface. Note: Starting with CIC 2015 R2, the contents of this document were removed from the Mail System chapter in the CIC Installation and Configuration Guide and moved to this new, separate document. • Supported Exchange servers (MAPI) • Mail server and CIC server can be members of the same or different domain • Create an Exchange Distribution Group for CIC users • Assign CIC administrator account permissions for Exchange • Configure the Outlook client on the CIC server • Configure CIC for MAPI • Exchange calendar access (Interaction Mobile Office) for Exchange 2007 only • Microsoft Outlook for users

Supported Exchange servers (MAPI) CIC supports the following Microsoft Exchange servers for Exchange MAPI: • Microsoft Exchange 2010 SP3 RU9 Calendar Access not supported • Microsoft Exchange 2007 SP3 RU16 Visit the PureConnect Product Information site at https://my.inin.com/products/cic/Pages/Software- Requirements.aspx for mail system support updates.

Mail server and CIC server can be members of the same or different domain The CIC server can integrate to a single Exchange organization. The CIC server is not required to be a member of the same Active Directory forest as the Exchange organization, as long as a trust relationship has been configured for the CIC administrator account.

Create an Exchange Distribution Group for CIC users Before you begin the CIC server installation, we recommended that you create an Exchange Distribution Group containing the Active Directory accounts of the users who will be configured in CIC. An Exchange Distribution Group is useful for several purposes: • Creating CIC users: In a new installation, you can use Add Users Assistant in either IC Setup Assistant or Interaction Administrator to add multiple users to CIC. One of the choices in Add Users Assistant is to import users from a mail server Distribution Group. Creating users by this method greatly speeds up the process compared to adding each user individually. • Sending Group messages: A Distribution Group can be used to send email or voicemail administrative announcements in Outlook or CIC to all CIC users. For example, you may wish to announce a planned maintenance downtime, remind users of phone use policies, or advertise a newly licensed feature. • Assigning Exchange permissions: If you plan to use the minimum set of Exchange permissions necessary, a Distribution Group can greatly assist in assigning these permissions for each user. For more information, see “Assign CIC administrator account permissions for Exchange”. After the initial CIC server installation, remember to keep the Exchange Distribution Group’s membership in synch with the list of CIC users in Interaction Administrator. In other words, when a new user is added to CIC, the user must be added to the Exchange Distribution Group as well. If you fail to do so, new users may be left out of group messages or, if you used the Exchange Distribution Group to aid in assigning permissions, new users may be unable to access their voicemails.

Create an Exchange Distribution Group in Exchange 2007 and Exchange 2010 In Exchange 2007 or Exchange 2010, create the Exchange Distribution Group in the Exchange Management Console.

Exchange MAPI Support for IC Technical Reference 4 1. Launch the Exchange Management Console on the Exchange server and select Distribution Group under Recipient Configuration.

Exchange 2010 Distribution Group

2. Right-click the Distribution Group node and select New Distribution Group….

3. Follow the steps in the New Distribution Group wizard to create a New Group and click Next.

New Distribution Group wizard

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4. Enter account information for the Distribution Group.

Enter account information for the Distribution Group For Group type, Distribution is recommended. Type the group Name, for example, ICUsers.

5. After you have completed the New Distribution Group wizard, the ICUsers Group appears in the Distribution Group node.

6. Double-click on the ICUsers Group in the Distribution Group node to open the Properties window, and click the Members tab.

7. Click the Add button. In the Select Recipient screen, select all CIC users.

Select CIC users

8. The CIC users are added to the Distribution Group member list.

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Exchange 2010 Distribution Group member list

Assign CIC administrator account permissions for Exchange You should have already created an “CIC administrator account” — a Windows domain user account with local machine administrator privileges on the CIC server — as described in Chapter 3: “CIC server”. This account is used to install the CIC software and to start CIC services. The “CIC administrator account” is also used to log in to the Exchange server. From this single login, the mailboxes of all CIC users are accessed and all CIC generated messages (voicemails, faxes, and emails) are delivered. Note: For historical and consistency purposes, this section uses the term “CIC administrator account” to refer to the Windows domain user account that starts CIC services, acknowledging that the term may be misleading as the same account may or may not also be used to administrator CIC accounts in Interaction Administrator. If you plan to use a specific account to run CIC services and log in to the Exchange server, make sure to follow the instructions in this section to set the permissions for that account. This section describes two permission models, provides instructions for assigning permissions for your Exchange server version and the chosen permission model, and presents some troubleshooting items. • Recommended and minimum Exchange permissions • Assign the recommended CIC administrator account permissions in Exchange 2007 and Exchange 2010 • Assign the minimum CIC administrator account permissions in Exchange 2007 and Exchange 2010 • Troubleshooting: Permission assignments may not take effect immediately • Troubleshooting: “Send As” permission and CIC users with domain administrative roles

Recommended and minimum Exchange permissions You can choose from two Exchange permission models — recommended and minimum. Use the minimum permissions model only if the recommended permissions are not restrictive enough for your site.

Minimum permissions At a minimum, CIC requires two Exchange permissions to be set in order to properly function: • “Full Mailbox Access”: The “Full Mailbox Access” permission enables the CIC administrator account to access CIC users’ mailboxes to retrieve, move, and delete voicemails, faxes, emails, and mailbox folders. • “Send As”: The “Send As” permission, set over an Active Directory organizational unit (typically “OU=Users”), enables the CIC administrator account to send messages on behalf of any user in that organization unit. When CIC user A sends a voicemail to CIC user B, it appears as if CIC user A sent it, although it is actually sent by the CIC administrator account. When CIC user B replies to CIC user A by selecting to “Reply” in either Outlook or the TUI, the reply goes directly to CIC user A, instead going to the CIC service account’s mailbox. Both permissions must be granted to the CIC administrator account on each CIC user’s mailbox. At sites with large numbers of CIC users, this can be an administrative burden (requiring mundane and

Exchange MAPI Support for IC Technical Reference 7 repetitious configuration in Active Directory Users and Computers, or the use of scripting). In addition, it is prone to configuration errors (for example, failing to always remember to add the permissions in Active Directory when adding new users to CIC). For these reasons, most sites may wish to use the recommended (more powerful) set of permissions over the entire Exchange Mailbox Database, instead of individual users. If the recommended permissions are unacceptably high for your situation, use the minimum permissions.

Recommended permissions The set of Exchange permissions generally recommended to allow CIC to properly function is: • “Administrator Information Store”: The “Administrator Information Store” permission, set over an Exchange Mailbox Database, enables the CIC administrator account to access the mailbox of any user in that Mailbox Database. CIC uses “Administrator Information Store” to access those users’ email folders (inbox, sent items, etc.) as well as contacts. • “Send As”: The “Send As” permission, set over an Active Directory organizational unit (typically “OU=Users”), enables the CIC administrator account to send messages on behalf of any user in that organization unit. See previous “Send As” section above. • “Receive As”: The “Receive As” permission, set over an Exchange Mailbox Database, enables the CIC administrator account to access the mailbox of any user in that Mailbox Database. This additional permission is only necessary if your CIC license contains the Interaction Mobile Office feature and you plan to use the Exchange Calendar Access feature in Exchange 2007, which enables users to access their calendars through the TUI.

Assign the recommended CIC administrator permissions in Exchange 2007 and Exchange 2010 For Exchange 2007 and Exchange 2010, you can grant all three permissions — “Administer Information Store”, “Send As”, and “Receive As” (if using calendar integration) — to the CIC administrator account in the Exchange Management Shell.

To assign “Administer Information Store” and “Receive As” (if using calendar integration— Exchange 2007 only) permissions Run the following Exchange Management Shell command. The parameters in italics will vary, including the Database_Name, which you can determine through Exchange Management Console. You will need to repeat this command for every Mailbox Database that contains mailboxes of CIC users.

Get-MailboxDatabase ”Database_Name” | Add-ADPermission -User domain\IC_Administrator_Account –ExtendedRights ms-Exch-Store-Admin,Receive-As For example:

Assign Administrator Information Store and Receive As permissions command The parameters in italics will vary, including the Database_Name, which you can determine through Exchange Management Console.

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Determining the Mailbox Database name

You will need to repeat this command for every Mailbox Database that contains mailboxes of CIC users.

To assign “Send As” permission Run the following Exchange Management Shell command. The parameters in italics will vary:

Add-ADPermission “CN=Users,DC=domain,DC=com” –User domain\IC_Administrator_Account – ExtendedRights Send-As –InheritanceType Descendents –InheritedObjectType User For example:

Assign Send As permission command

Assign the minimum CIC administrator permissions in Exchange 2007 and Exchange 2010 For some sites, the recommended permissions may be unacceptably high. For example, your Exchange Mailbox Database may have the mailboxes of thousands of users in it, of which only a subset are CIC users. Granting the CIC administrator account the ability to access mailboxes of all users in the database may be undesirable or prohibited by the corporate security policy. If that is the case, you have two options: • Isolate the CIC users: Create a special Exchange Mailbox Database for CIC users only. Grant the CIC administrator account “Administer Information Store” permission (and “Receive As” permission if using calendar integration in Exchange 2007 only) over that database only. Create a special Organizational Unit or Active Directory Group for CIC users only. Grant the CIC administrator account “Send As” permission over that OU or Group only. • Bear the administrative burden: Grant “Full Mailbox Access” and “Send As” to the CIC administrator account for each CIC user. You must be careful to grant this to each and every CIC user, and remember to always do so when adding new CIC users. The Exchange Management Shell can greatly aid in assigning the permissions if you choose this option. In Exchange 2007 and Exchange 2010, the “Full Mailbox Access” and “Send As” permissions can be granted to the CIC administrator account on each CIC user’s mailbox, by using a Distribution Group described in the “Creating an Exchange Distribution Group in Exchange 2007 and Exchange 2010” section, and the following Exchange Management Shell script. The parameters in italics will vary.

$ICUsers = Get-DistributionGroupMember Distribution_Group_Name

Exchange MAPI Support for IC Technical Reference 9 $ICUsers | ForEach-Object –Process { Get-Mailbox $_.Identity | Add-MailboxPermission –User domain\IC_Service_Account –AccessRights FullAccess,SendAs } Note: The above script will only grant the CIC administrator account permissions over the mailboxes of the users who are members of the Distribution Group at the time the script is run. You will have to manually add the permissions or rerun the script, when new users are added to CIC, and manually remove permissions if users are removed from CIC but not from Active Directory.

Troubleshooting: Permission assignments may not take effect immediately The changes you make to Exchange permissions may not take effect immediately. Exchange permissions stored in Active Directory will not be replicated to other Active Directory sites until the regular synchronization interval (by default, every 15 minutes). In addition, Microsoft Exchange caches permissions and periodically updates that cache. To clear and reload this cache (and have the permissions take effect immediately if you have only one Active Directory server), you may stop and restart the Microsoft Exchange Information Store service.

Troubleshooting: “Send As” permission and CIC users with domain administrative roles If any of your CIC users are members of a built-in domain administrative group (such as Administrators, Domain Administrators, Backup Operators, etc.), they may have their “Send As” permission removed by Active Directory within an hour after you have added it. Certain built-in domain administrative groups, and consequently members of those groups, have their permissions dictated by a template Active Directory object called AdminSDHolder. For detailed information, see Microsoft Knowledge Base (KB) articles 907434 and 817433. If any of your CIC users are members of these protected groups, a problem will exhibit itself whenever these users (typically in the IT department) leave a voicemail for another CIC user. These voicemails will appear as having been sent by the CIC administrator account instead of the user. Furthermore, warnings will appear in the Application Event Viewer log stating that “a message could not be delivered to one or more of the specified recipients, because… the transport lacked the necessary permissions to deliver the message on behalf of the sender”, as CIC attempts to first deliver the message on behalf of the CIC user. The best solution to this problem is to follow the recommendation from Microsoft and create two separate accounts for your power users: one for ordinary use, including email and voicemail, and one (preferably with no Exchange mailbox) for administrative tasks only. Creating separate accounts is a standard “best practice” for reasons unrelated to CIC (protecting the administrative account from email viruses, for example). If you still choose to add users to CIC who are members of a protected group, you will have to modify the AdminSDHolder object as described in the KB article. If using the “recommended” permissions model, you will have to employ “Method 2” workaround described in KB article 817433. If using the “minimum” permissions model, you will have to run the dsacls.exe utility, as mentioned in KB article 907434, with the parameters below. The parameters in italics will vary. dsacls.exe cn=AdminSDHolder,cn=System,dc=domain,dc=Com /G “domain\poweruser:CA;Send As” You will need to repeat this for every user who is a member of a protected domain group.

Configure the Outlook client on the CIC server CIC supports Microsoft Outlook 2010 SP1 and SP2 (32-bit only) on the CIC server. Visit the Genesys Product Information site at https://my.inin.com/products/cic/Pages/Software-Requirements.aspx for mail system support updates. Microsoft recommends applying the latest Outlook service packs for full functionality. Outlook on the CIC server must be configured to access the CIC administrator account on the Exchange server. This section describes how to create the email account (mail profile for the CIC administrator). CIC uses this account for sending voicemail, faxes, etc. to CIC client users.

Configure Outlook 2010 on the CIC server Before you begin, make sure that the Exchange server is installed and connected to the CIC server, and the CIC administrator account has been assigned the permissions described in the previous section.

1. Log into the CIC server as the CIC administrator.

2. Install Outlook 2010 if it is not already installed. We recommend selecting the “typical installation”, and installing Outlook on the D:\ drive.

Exchange MAPI Support for IC Technical Reference 10 3. Open the Start menu, select Control Panel, select User Accounts, and then open the Mail control panel.

4. Select E-mail Accounts…

Select E-mail Accounts

5. The Account Settings screen opens. Select New.

Select New

6. In the Add New Account Auto Account Setup screen, select Manually configure server settings or additional server types and click Next.

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Select Manually configure server settings or additional server types

7. In the Add New Account Choose Service screen, select Microsoft Exchange Server and click Next.

Select Microsoft Exchange Server

8. In the Add New Account Server Settings screen: • Enter the Microsoft Exchange Server. • Enter the User Name (CIC administrator account) and select Check Name to verify. • Make sure that Used Cached Exchange Mode is unchecked.

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Exchange Server settings

9. Click Finish to close the wizard.

New email account added complete

10. To verify the Outlook installation and mail profile, open Outlook and send an email to someone else with an email account on the Exchange server.

Configure CIC for Exchange After the CIC server software has been installed, configure the Exchange mail provider in IC Setup Assistant as described in Chapter 12: “IC Setup Assistant”, and/or post-installation in the Interaction Administrator Mail container. CIC uses the default Exchange profile on the Exchange server. Other than selecting Exchange as the mail provider, the only additional configuration is the optional Exchange calendar access (Exchange 2007 only). See “Exchange calendar access (Interaction Mobile Office)” below.

Exchange calendar access (Interaction Mobile Office) for Exchange 2007 only Exchange calendar access is an Interaction Mobile Office feature, available if your CIC license includes Interaction Mobile Office and supported only for Exchange 2007. This feature enables CIC users to retrieve a list of appointments set in their Outlook calendar via the telephone user interface (TUI). For information about Interaction Mobile Office, see the Interaction Mobile Office Technical Reference in the PureConnect Documentation Library.

Exchange MAPI Support for IC Technical Reference 13 Requirements Make sure you have fulfilled all the Exchange server and Outlook on the CIC server configuration requirements described in this chapter. • Supported Exchange servers: The Exchange server that will be running the calendar service must be an Exchange 2007 server with Outlook Web Access enabled. It should not be a front-end Outlook Web Access server used as a proxy to the Exchange server. Note: Exchange 2010 server does not support Exchange calendar access. • Assign CIC administrator permissions for Exchange: Assign the “recommended” Exchange permissions: “Administrator Store” and “Send As”, plus “Receive As”, which is specifically required for Exchange calendar access. For more information, see “Assign CIC administrator permissions for Exchange” in this chapter. • Secure connections: If plan to use SSL/TLS to ensure secure connections between the IC Server and the Exchange server, an Exchange server certificate must be issued by a certificate authority. The Exchange server certificate, or all certificates in its chain of trust, must be installed in the Windows Certificate Store. For more information, see “Email security” in this chapter.

Configuration CIC uses the WebDAV API to interface with the Exchange server for the Exchange calendar access feature. WebDAV is an extension of the HTTP protocol. Configure Exchange calendar access in the Exchange Configuration screen, which appears in IC Setup Assistant as part of a new CIC installation or post-installation, in the Interaction Administrator Mail container.

Exchange Calendar screen Host: Type the URL of the Exchange server running the calendar service, in the “http://ServerName” format. If you plan to use SSL/TLS, use “https://ServerName” format. Note: If the Host is an Exchange 2007 server, point to the Exchange 2007 server acting in the Client Access role. User ID: Type an administrative user account name (IC administrator account) that has "Receive As" rights on the Exchange server. The field should contain the domain and username (domain\username). Password: Type the password for the User ID. Confirm: Confirm the password for the User ID.

Microsoft Outlook for users Microsoft Outlook is not required for users: voicemail and fax can be checked in the CIC client. However, if you want to provide users with the ability to check messages outside of CIC, or to receive any other messages

Exchange MAPI Support for IC Technical Reference 14 from CIC which are not either voicemail or fax, install either Microsoft Outlook or Microsoft Outlook Web Access.

Microsoft Outlook on client workstations CIC supports the following Microsoft Outlook client versions on user workstations: • Microsoft Outlook 2013 • Microsoft Outlook 2010 SP1 and SP2 (32-bit and 64-bit) • Microsoft Outlook 2007 SP2 Visit the Test Lab site at http://testlab.inin.com/ for the latest service packs certified for use with CIC. Microsoft recommends applying the latest Outlook service packs for full functionality.

Microsoft Outlook Web Access Microsoft Outlook Web Access enables users to gain access to their Microsoft Exchange Server mailbox using a Web browser. If you choose to use Outlook Web Access, see the documentation provided by Microsoft on how configure and use Outlook Web Access.

Exchange MAPI Support for IC Technical Reference 15 Change Log The following changes have been made to this document since it was first published.

Change Date

Removed the Exchange MAPI requirements and procedures were 2-Dec-2014 removed from Chapter 7: “Mail System” in the CIC Installation and Configuration Guide and moved it to this separate document for CIC 2015 R2 and later.

Updated documentation to reflect rebranding and the removal of 4-Sep-2015 Interaction Client .NET Edition in CIC 2016 R1.

Rebranded this document using Genesys lexicon. 18-Jul-2017

Updated cover, copyright and trademarks pages. 7-Aug-2017

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