Email

Email not getting routed when agent goes available.

Issue description:

Agent goes available on TMAC, but emails that are in Queue are not routed.

Troubleshooting steps:

  • Ensure, max TMAC tab limit is not reached for email channels. Count the total number of email tabs open and then compare with the actual number of tabs allowed for an agent using OCM Agent settings module or in the database as shown below,

TMAC Agent Profile table

  • Ensure, TMAC to WorkQueue connection is proper and is not broken.
    • To verify this, open TMAC configuration file then look for WorkQueue service endpoint address, copy the endpoint address and run it in a browser. If there is any error or page displays blank, then you may need to look into WorkQueue service status by checking WorkQueue logs. There might be a possibility that you are referring to the wrong WorkQueue endpoint address. To verify this, check the following step.
    • Go to Workqueue service config file and check for baseAddress, compare this base address with endpoint address configured in the TMAC server. It must be the same, if not change the configuration and restart the respective service.

 

New Emails are not shown in TMAC workbench.

Issue description: TMAC workbench shows older emails to date but new emails are not shown.

Workaround:

  • In Email Manager logs, check if there is any exception logged while reading an email from EWS. Look for log keyword PollForUnreadMessages”.
  • Ensure, email manager application is configured with the correct WorkQueue service endpoint address in its configuration file.
    • To verify, Go to the Email Manager application hosted path and open file "EmailManager.exe.config", look for endpoint URL address having keyword contract=" WorkQueue.IService" inside <endpoint> section.

Email Manager Configuration file showing work queue endpoint address

    • Cross-check if this URL address is equal to the WorkQueue applications base address URL.

WorkQueue service base address

  • Run the above work queue base URL in the browser and verify service is running. If the browser displays a blank screen or any error then Workqueue is not running, a restart of work queue service might be required in that case.
  • If WorkQueue service is running, examine whether the TMAC WorkQueue table is getting updated with new records. If not then look for any generic error in the WorkQueue service application log.
    • The SQL script to check table record is as follows: "select * from TMAC_WorkQueue order by CreateDate desc"
  • In the TMAC Workbench application configuration file, verify if database address is correctly configured.

Email Workbench configuration key to check for database connectivity

The SMTP address has no mailbox associated with it.

Issue Description:

This error might occur when the email manager tries to connect for a given email account but fails to connect.

An error message

Troubleshooting steps:

  • Ensure, configured email accounts, username and password are valid.
    • Confirm if the email account license is valid and not expired.
    • Run SQL script use[databasename] select * from Email_AccountConfiguration, a result output of the script will be similar to this

 

  • Run https://outlook.office365.com/ews/exchange.asmx in browser the address, pop up will appear requesting for username and password. Provide configured username and password and click OK as shown below,

  • On click of OK, if you are able to observe below the screen, it means provided credentials are valid and there is no issue with login.

  • If you are not getting a page like above, then the email account is no more valid. Please check with the respective team to get a valid email account with proper credentials.

 

Workbench not showing any emails.

Issue Description:

TMAC workbench is not showing any emails in the TMAC Workbench Iframe window.

TMAC Workbench screen

Workaround:

This issue occurs usually when there is no connectivity to the database or if access to the database is denied.

  • First try an Advance search, to do this click on the Advance button in TMAC Workbench screen and provide valid date inputs then click on the search button as shown below. If no data then proceed with the below step.

The output of TMAC Workbench on Advance search

  • Go to IIS and look for TMAC_EmailWorkbench, right-click on that and select explore, you will then see web.config file, Open this configuration file, ensure connection string to the database is valid.

 

IIS Email Workbench

config key to check for the database connection string

  • Open the TMAC Workbench application log file and verify if there are any errors mainly related to SQL.
  • Open Event Viewer and look for any Application or System-level errors during that time.

Event Viewer screen

Email Send error codes in logs when sending out emails via EmailManager

a) Issue Description:

Sending out emails via EmailManager could fail due to various reasons. In these cases, you will see log entry as below

finalRet:[{"code":<other than 0>,"message":"<other than success>","sessionid":"","rid":"<rid value>"}]

b) Troubleshooting

Code and MessageReasonResolution
"code":-20, "message":"mailbox not enabled"Mailbox used to send email is not enabled in Email_AccountConfiguration TableEnabled column value should be 1 for the mailbox
"code":-21, "message":"mailbox sending out not enabled"Send is not enabled for the Mailbox used to send email in Email_AccountConfiguration tableSendEnabled column value should be 1 for the mailbox
"code":-23, "message":"exception in smtp send"Mail Sending through configured SMTP server address failedSMTP server address in OutboundMailServerAddress and SMTP Port in OutboundMailServerPort columns should be checked for correctness
"code":-26, "message":"ews send failed"Mail Sending through configured EWS server address failed due to incorrect EWS configurations or due to EWS not reachableEWS server address in OutboundMailServerAddress and EWS Port in OutboundMailServerPort columns should be checked for correctness.
"code":-30, "message":"provided email account not found"Mailbox through which mail is being sent is not configured in Email_AccountConfiguration tableUse a Valid mailbox configured or add/configure the unavailable mailbox account into the table
"code":-31, "message":"mailbox parameter cannot be empty"Mailbox name in the email send request was not providedMailbox name in the request coming to EMM cannot be empty and should contain one of the enabled and valid Mailbox account name
"code":-32, "message":"mailTo parameter cannot be empty"MailTo in the email send request was not providedMailTo should have a email address to which email has to be sent, cannot be empty or null
"code":-50, "message":"att url null"Attachment section of the email send request doesn’t contain information of the attachment to be sent with emailattachmentFileList.attachmentList.URL in the request should contain file urls or base64 code of the files
"code":-51, "message":"att filetype null"Attachment section has file data but not the file typeattachmentFileList.attachmentList.fileType in the request should contain file type being sent
"code":-52, "message":"att name null" Attachment section is missing attachment nameattachmentFileList.attachmentList.name in the request should contain name for file being sent

401-Unauthorized or 404 Not Found received in EWS authentication

a) Issue Description:

EmailManager logs show one of the following error

ERROR EWSEmailAdapter.EWSEmailClient - Exception in ConnectToExchangeServer:Microsoft.Exchange.WebServices.Data.ServiceRequestException: The request failed. The remote server returned an error: (401) Unauthorized. ---> System.Net.WebException: The remote server returned an error: (401) Unauthorized.

OR

ERROR EWSEmailAdapter.EWSEmailClient - Exception in ConnectToExchangeServer:Microsoft.Exchange.WebServices.Data.ServiceRequestException: The request failed. The remote server returned an error: (404) Not Found. ---> System.Net.WebException: The remote server returned an error: (404) Not Found.

b) Cause

EmailManager received EWS authentication failure for the mailbox configured in Email_AccountConfiguration table

c) Troubleshooting

    1. This normally happens at the startup of the Email Manager Service. 401 error is the result of an incorrect password configured for the email account in Email_AccountConfiguration table and 404 is the result of invalid MailAccount Name.
    2. Ensure to have proper details in Email_AccountConfiguration table for MailAccountName, IncomingMailServerUserName, IncomingMailServerPassword, OutboundMailServerAddress, OutboundMailServerPassword. These details can be updated from OCM's Email Account Configuration Module.

TMAC tab from Outlook not removed even after uninstalling Outlook plugin.

Issue Description: Outlook plugin application is been uninstalled but user still can see the TMAC tab in outlook profile.

Workaround:

Navigate to the windows control panel and check if Tetherfi Outlook Plugin is uninstalled successfully. If present, then try removing/uninstalling it again.

 

 

 

 

 

 

 

If above doesn’t work, On your outlook profile click on File -> Options which will open up below window,

On the left menu list, select Add-ins which will show below a window.

Select Tetherfi Outlook Plugin under Add-ins then click on the button “Go”. On click of Go, below window will open up,

By default, a checkbox will be ticked for Tetherfi Outlook Plugin. Uncheck the checkbox and click on button Remove and then click OK.

This must solve the issue.

 

Error: Same identity is already installed, Unable to install Outlook Plugin.

Issue Description:

This issue occurs usually after uninstalling the current Tetherfi Outlook Plugin version from the control panel window and then user again tries to install the same version of the file.

Error window is shown while installing a plugin

 

Resolution:

Uninstalling Tetherfi Outlook Plugin from the windows control panel sometimes will not remove all files from the installation directory path.

This issue occurs only when the user tries to run the same version (i.e. previously uninstalled) files again.

To solve this problem, follow steps as below,

  1. Navigate to path C -> Users and select the logged-in user id/LANID folder.

 

As shown in the above screenshot, my username or login name is User. In your case, it might be different, might be a system login name or                     Lan-ID or any configured name.

Once you identify correct folder, then navigate further to below path,

C -> Users -> (UserLanID/UserProfileFolder) -> AppData -> Local -> Apps -> 2.0

Once you are able to navigate till above folder path, you will notice two folders (as shown below) inside 2.0 folder,

Both folders are created at the install time of the Tetherfi Outlook Plugin application. Folder W47RZ0NJ.575 is a random folder

generated by Plugin on installation, hence it might be with a different name in your location.

Delete both the folders and try installing the plugin again. This must resolve this issue.

2.    If the issue still persists we suggest you check out our below post and follow our instructions provided there.

Error: Unable to install, TetherfiOutlookPlugin.dll.config has a different computed hash than specified in the manifest.

 

Emails are being read successfully by Email Manager, but Outlook doesn’t reflect same.

Issue Description: Emails are being polled by Email Manager successfully, however in outlook user can’t perform email actions.

Troubleshooting steps:

  • For an email account, if Outlook routing is to be enabled then column OutlookRoutingEnabled value in Email_AccountConfiguration table must be configured to 1. A sample screenshot is attached below for reference,

Email account configuration table

  • Validate if the Outlook plugin is installed successfully, to verify follow below two steps.
    • go to the windows control panel, look for Tetherfi Outlook Plugin application name under programs and features list.
    • when the plugin is been installed successfully, custom tab TMAC will appear in Outlook as shown below.

Tetherfi Outlook Plugin Ribbon tab

  • Open Outlook plugin configuration file ("TetherfiOutlookPlugin.dll.config.deploy")
    • verify if the Tetherfi outlook plugin is configured with a valid email account that needs to be monitored also verify whether web socket URLs and Tetherfi HTTP proxy URLs are configured correctly in the outlook plugin configuration file. Refer below screenshot for more information.

      Outlook plugin application configuration file

 

 

 

 

 

 

Where the client log is written for Tetherfi Outlook Plugin?

Tetherfi Outlook plugin logs are by default written in below windows path,

  • Navigate to path C -> Users and select logged-in user id/LAN-ID folder.

 

  •  As shown in above screenshot, my username or login name is User. In your case, it might be different, might be system login name  or Lan-ID or any configured name.
  • Once you identify correct folder, then navigate further to below path,
    C -> Users -> (UserLanID/UserProfileFolder) -> AppData -> Local -> Apps -> 2.0
  • Once you able to navigate till above folder path, you will notice two folders (as shown below) inside 2.0 folder,

 

  • These both folders are created at install time of Tetherfi Outlook Plugin application. Folder 84E3J0RY.8K8 is a random folder generated by Plugin on installation, hence it might be with different name in your location.
  • Open folder 84E3J0RY.8K8(in your case folder might be with different name), one more folder with random name can be seen, open it and navigate further till below folder path.

  • File present inside this path with name logger.log is client /Tetherfi Outlook Plugin log file.

 

 

Where can we configure max email poll limit?

No, this is not configurable as we have limited this number to 10 at the application level.

As a standard approach, Email Manager (EMM) application will only poll max of 10 emails for each request to EWS.

Error: Unable to install, TetherfiOutlookPlugin.dll.config has a different computed hash than specified in the manifest.

Issue Description: When the config file of the Tetherfi Outlook plugin is been changed manually before deploying or running the installation file this issue occurs.

Resolution:

  • Files get corrupted if changed manually, delete all files and re-take fresh build from the release folder and try installing.
  • If the above method doesn’t work, then try removing add-in files from the registry.
    • To navigate to below registry path, run windows command “regedit”, this will open the registry window. Then navigate to below root folder,Registry Path:Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\AddIns\TetherfiOutlookPlugin
      Note: Please be more conscious while modifying registry. However, this is not recommended to do as it is risky to modify registry files, instead we recommend going with below approach.

      Plugin Registry location.

      Note: Please be more conscious while modifying the registry. However, this is not recommended to do as it is risky to modify registry files. Instead, we recommend going with the below approach.

  •  Try upgrading the application to a newer version or request our team to build the same files with different manifest file version.

Can Tetherfi Outlook Plugin be deployed in any system to monitor any email accounts?

No, Since Outlook Plugin is a Click-Once application release files will always come with pre-configured email accounts. Application will only monitors these pre-configured accounts.

 

Workbench doesn’t show email accounts for logged in agent.

Issue Description:

Agent has logged in to TMAC with email skills but unable to see his team's email account in TMAC workbench.

When this issue occurs neither agent will be able to send any emails out nor he will be able to see any incoming emails.

Components to Verify:

Component

What to Check

Database

Email_AccountConfiguration table’s TeamIDList column.

AGT_Agent table’s TeamID column.

TMAC UItmacconnectprotocol.js file to check which TMAC_HttpProxies application is in use.
TMAC_HttpProxiesLog file
TMAC ServerLog file
EMM

Log file

Troubleshooting steps:

  1. Email Manager (EMM) application must be up and running.
  2. Endpoint address of EMM application configured in TMAC Workbench must be valid and correct.
  3. Check if TMAC Http Proxies is processing TMAC's request successfully. Can be verified using TMAC and TMAC Http Proxies log.
  4. Check if agent's team id and team id column for an email account is same using OCM module (which can also be checked in database, Email Account Configuration table).