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CCaaS Documentation

Email Configuration

Overview

Section titled “Overview”

SBC’s email infrastructure is integrated with Genesys Cloud CX and the BC Government’s Microsoft Exchange environment. This hybrid model supports both inbound and outbound citizen communications while maintaining compliance with government security and domain ownership policies.

Set Up an Email Address

Section titled “Set Up an Email Address”

Path 1: Setting Up an Email Address with the Setup of a Subdomain

Section titled “Path 1: Setting Up an Email Address with the Setup of a Subdomain”
  1. Plan Subdomain Setup (Client) • Decide on the subdomain name (e.g., support.example.com). • Confirm the subdomain aligns with organizational email policies.
  2. Configure the Subdomain (Maximus Canada) • Access your domain registrar’s DNS settings. • Create a new CNAME record pointing the subdomain (e.g., support.example.com) to the Genesys-provided domain. • Add TXT records as specified by Genesys for DKIM, SPF, and DMARC authentication.
  3. Verify Subdomain Ownership in Genesys • Log in to the Genesys Cloud Admin portal. • Navigate to Admin > Email > Domains. • Add the subdomain and complete the verification process (upload DNS records if required). • Wait for DNS propagation and status confirmation.
  4. Configure Email Routing in Genesys • Navigate to Admin > Email > Email Routing. • Set up the routing rules for incoming emails to assign them to specific queues or agents. • Map the email flow for automated routing, auto-replies, or workflows.
  5. Test Subdomain and Email Setup • Send test emails to confirm the email address is receiving messages. • Validate SPF, DKIM, and DMARC settings using email header analysis tools.
  6. Activate and Monitor • Activate the email address for customer use. • Monitor for deliverability, routing accuracy, and spam filtering.

Path 2: Setting Up an Email Address When a Subdomain is Already Set Up

Section titled “Path 2: Setting Up an Email Address When a Subdomain is Already Set Up”
  1. Validate Existing Subdomain • Confirm the subdomain is active and verified in Genesys Cloud. • Check DNS records (SPF, DKIM, DMARC) are correctly configured and validated.
  2. Add Email Address in Genesys • Log in to Genesys Cloud Admin portal. • Navigate to Admin > Email > Email Addresses. • Click Add Email Address and specify the address (e.g., help@support.example.com).
  3. Configure Email Routing • Navigate to Admin > Email > Email Routing. • Assign the new email address to the appropriate queue. • Define workflows for handling incoming messages (e.g., auto-replies, skill-based routing).
  4. Test Email Address • Send a test email to the new address to confirm it is routing correctly. • Check that the associated queue or agent is receiving the test email.
  5. Activate and Monitor • Activate the email address for customer use. • Regularly monitor for routing issues, deliverability, and performance.

Both paths ensure secure email setup and seamless integration with Genesys workflows.

Architecture & Flow

Section titled “Architecture & Flow”

Inbound Email Flow

Section titled “Inbound Email Flow”
  • Citizens send emails to published addresses (e.g., servicebc@gov.bc.ca).
  • These are redirected via the BC Government’s on-premise MS Exchange to Genesys Cloud using MX records.
  • Genesys Cloud routes the emails to the appropriate queues (e.g., SBC_HD_BCEID_EMAIL, SBC_HD_BCROS_EMAIL) for agent handling [Service BC - Solution Architecture - V4].
  • NEW: Emails now support blocked lists via data tables (typically called BLOCKED_EMAILS_PROD) which follow this schema:
    • Email
      • Email to be blocked.
    • QueueNames
      • Queues in which this caller will be blocked, delimited by ”|”.
      • Example: SBC_HD_STR_EMAIL_EN_PROD|SBC_HD_STR_AH_EMAIL_EN_PROD blocks this email from these flows.
        • NOTE: If no queue names are specified, it will act as a global block for any flows utilizing this data table!
    • Notes
      • This field has no functionality; it’s simply for writing notes about the entry.

Outbound Email Flow

Section titled “Outbound Email Flow”

Configuration Details

Section titled “Configuration Details”
  • MX Record Redirection: Configured in BC Gov Exchange to forward to Genesys Cloud addresses (e.g., abc@maximus.cac1.pure.cloud).
  • Subdomain Setup: New subdomains like sbcicc.gov.bc.ca are created for outbound email branding.
  • DNS Records:

Inbound & Outbound Routing

Section titled “Inbound & Outbound Routing”
  • Inbound: Redirected from Exchange to Genesys Cloud queues.
  • Outbound: Sent from Genesys Cloud using the new subdomain.
  • Queue Mapping: Each email address is mapped to a specific Genesys queue (e.g., SBC_HD_BCEID_EMAIL → BCeID support queue).
  • Data Tables: Emails are routed based on entries.

Security & Compliance

Section titled “Security & Compliance”
  • Domain Ownership: BC Government retains control of all @gov.bc.ca addresses.
  • Authentication: All outbound emails are authenticated via SPF/DKIM/DMARC.
  • Data Retention: Audit logs and email metadata are retained per provincial policy (retention periods under review) [CCaaS Internal Review - CCaaS Solution Architecture].

Operational Support Model

Section titled “Operational Support Model”
  • Primary Support: Maximus Canada Contact Centre IT.
  • Escalation Path: Issues escalated via Genesys Cloud to Genesys or BC Gov IT.
  • Monitoring: Operational Genesys Cloud dashboards and Exchange logs.
  • Change Management: All changes tracked via RITM/CHG tickets (e.g., REQ0015336, CHG0030667).

Known Issues & Mitigations

Section titled “Known Issues & Mitigations”
  1. Resolved Email Survey Failures
    • Issue: Survey emails not sent post-interaction since Sept 2023.
    • Cause: Missing survey templates in Genesys.
    • Impact: Breach of BI reporting obligations.
    • Fix: Rebuild templates and reconfigure workflows.
  2. Mailbox Forwarding Gaps
    • Issue: Some mailboxes (e.g., strregistry@gov.bc.ca) not saving forwarded emails.
    • Fix: Enable “save copy before forwarding” in Exchange.

Survey Email Workflows

Section titled “Survey Email Workflows”
  • Trigger: 72 hours post-interaction.
  • Mechanism: Background script in Genesys Cloud.
  • Queues Affected:
    • SBC_HD_BCEID_EMAIL
    • SBC_HD_BCROS_EMAIL
    • SERVICEBC_EMAIL
    • SBC_HD_ADDRESS_CHANGE_EMAIL
    • GENERAL ENQUIRIES

Supporting Documentation

Section titled “Supporting Documentation”