Use Gmail for your eGain email server

eGain can support Gmail POP and SMTP servers with a little under-the-hood wrench work.

Start by setting up your email alias in eGain Partition Administration (http://egainserver/default) with the following settings:

Incoming Email Alias Settings
Server type: POP3
Server name: pop.gmail.com
User name: the full email address on gmail
Password: the gmail password for this email address
Port: 995
Use SSL: Yes

Outgoing Email Alias Settings
Server type: ESMTP
Server name: smtp.gmail.com
User name: the full email address on gmail
Password: the gmail password for this email address
Port: 587
Use SSL: No


Now you need to disable plaintext authentication and enable StartTLS for this email alias. You must set these options in the database using SQL. Here is the script, just change the @email variable to be equal to the email address of your alias:

DECLARE @email varchar(MAX)
SET @email = 'myEgainAlias@gmail.com'
insert into EGPL_CONFIG_PROPERTY (DOMAIN,NAME,VALUE) values ('dx.alias.'+@email,'mail.smtp.starttls.enable', 'true')
insert into EGPL_CONFIG_PROPERTY (DOMAIN,NAME,VALUE) values ('dx.alias.'+@email,'mail.smtp.auth.plain.disable', 'false')

That's it! You'll still need to assign this alias to a Workflow Start as well as your retriever instance, and restart your retriever (and probably your dispatcher) instance for your partition.

If you want Gmail to be your eGain system's notification email server, you'll need to also run these 3 queries:

insert into EGPL_CONFIG_PROPERTY (DOMAIN,NAME,VALUE) values ('dx.smtp','mail.smtp.starttls.enable', 'true')
insert into EGPL_CONFIG_PROPERTY (DOMAIN,NAME,VALUE) values ('dx.smtp','mail.smtp.auth.plain.disable', 'false')
UPDATE EGPL_PREF_GLOBALSETTINGS SET SETTING_ACT_VAL='587' WHERE SETTING_NAME = 'common.services.dispatcher.mail.notificationemails.smtpport'

Disable Cisco Finesse gadget caching

Finesse will cache your gadgets, which can present a problem if you're trying to do gadget development and testing. To turn off caching, add this URL parameter to your Finesse Agent Desktop URL:

nocache=true

So, your login URL will look something like this:

http://finesse-pub.domain.com/desktop/container/?locale=en_US&nocache=true

The easiest way to get the right URL is to browse to your Finesse Agent Desktop login page, then just add "&nocache=true" to the end of the URL. You can do this before or after logging in to Finesse.