C4C Relay Email Server Queries

[former_member622]

Hi team

I have a query regarding a particular scenario:

We have several email channels set up as inbound and outbound on our instance of C4C.

If the relay server that receives, analyses and converts the incoming mail items fails - there is unexpected downtime etc.

What happens to these potential tickets? Are they maintained in the system and retroactively converted once the system comes back online?

Could we successfully send mail items from the system during this time?

Would the generic inbox set up to autoforward the mail receive an error from the relay server saying the item was not delivered?

If they are not contained anywhere (don't reach the C4C relay server) how can they be reconverted once the system comes back online?

Thanks and Regards
Les

[Former Member]

Hi Leslie,

The emails go from the customer, to the company's mail server, to a mail relay server within the SAP infrastructure, and finally to C4C where they are converted into tickets.

If C4C is down, the emails are queued up in the mail relay server and delivered to C4C once back online.  The mail relay server itself is setup to have high reliability, so in any case no emails are lost.  In the worst case scenario the emails are delayed and delivered to C4C in bulk.

Hope this helps!

Gab