Set System parameters for email

In the CallGuide Admin System parameters window and its Email tab you configure email related parameters. The basic requirement is that the enableEmailSrv parameter must be ticked.

In case the Work item function is being used, the WorkItem system parameter must be configured with the port number CallGuide WorkItem Server is going to listen to, i.e. the port number for the open interface where external applications send in messages for new work items. If several servers will be used they must be located on different computers because the same port number is used.

When CallGuide Server is started, one CallGuide Account Manager and one or more instances of CallGuide Email Server (depending on how large the system is) will be started. All emails at the accounts polled by CallGuide Email are collected and placed in queue. If too many emails are collected, the time for routing and collecting will be negatively affected. Regardless of the number of emails sent in to CallGuide, other media must not stop functioning. See Sketch over an email’s way in to an agent for a sketch of what CallGuide Account Manager and CallGuide Email Server does and how they relate.

For best performance and reduced risk of overload, use the following system parameters.

• maxNumEmailInSystem
  Sets the upper limit to the number of emails to be handled by CallGuide Email Account Manager. Protects CallGuide Email from performance problems (e.g. inflicted by an email attack) by limiting the number of emails that is allowed to be fetched into the CallGuide system as a whole. If the system contains more than one instance of CallGuide Email Server, the total number of emails being active in the instances of CallGuide Email Server can never exceed the value of this parameter.
  

• maxNumEmailPerSrv
  Sets the upper limit to the number of emails to be handled by each instance of CallGuide Email Server in the system. This parameter can be used to prevent an instance of CallGuide Email Server to "starve". An example of starvation 99% of the emails are sent to an entrance handled by CallGuide Email Server A, causing the system-wide limit maxNumEmailInSystem to be reached. This would in turn have the effect that emails bound for entrances in CallGuide Email Server B never would be allowed to enter CallGuide.
  The value of the parameter should normally be set to the value of maxNumEmailInSystem divided by the number of instances of CallGuide Email Server in the system. In a system with only one instance of CallGuide Email Server, the value of the two parameters should thus be the same. To ensure that all entrances get emails even if one entrance, i.e. one POP3 account, has enough mail to fill up an entire CallGuide Email Server, there is also a built in feature When the number of emails in a CallGuide Email Server reaches 80% of the value set to maxNumEmailPerSrv, the remaining 20 percent is equally shared between the entrances handled by this CallGuide Email Server.

• emailBufferMax
  Sets the maximum number of emails to be buffered in an email entrance, to protect CallGuide Server from performance problems. However, when the entrance’s limit is exceeded, new email will still be sent to the same server, until the maxNumEmailInSystem limit is reached. This can delay email from a more important entrance on the same server.

Note that there are several other system parameters for CallGuide Email, see System parameters for email.

To prevent a so called starvation of an important mail entrance you do like this:

1. Place the important email entrance on a separate email server
2. In System parameters for email, set maxNumEmailInSystem to 10000 and maxNumEmailPerSrv to 5000.