You can use a Microsoft SMTP email server for outbound email. To complete this process, you'll need help from your account representative and access to both your Microsoft server and NiCE CXone.
See the Microsoft documentation 
for details or further help with the configuration process.
Requirements:
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An active Azure subscription and account.
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Your Azure account must have Application Developer permissions.
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An existing workforce or external tenant. You can use your Default Directory.
Complete each of these tasks in the order given.
Create an App Registration in Microsoft Entra
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Sign in to Microsoft
. If you have multiple tenants, click Settings to select the tenant you want to register. -
In the left menu, go to Manage > App registrations and click New registration.
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Enter a meaningful Name. Others can see this name. You can update it any time. You can have multiple app registrations with the same name.
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Under Supported account types, select who can use the application. For example, Single tenant only -
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Enter the Redirect URI for your region.
View URIs by region
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Click Register.
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In the Overview page, copy the Application (client) ID and Directory (tenant) ID and store those values in a secure location. You will need to enter this information in NiCE CXone in a later step.
Configure API Permissions
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From the Overview page of your app registration, under Manage, click API permissions.
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Under Configured permissions, click Add a permission.
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Under Microsoft APIs, select Microsoft Graph.
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Click Application Permissions.
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Open the Mail drop-down and select Mail.Send.
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Click Add permissions.
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Select Grant admin consent for < tenant name >, then select Yes. It may take up to 30 minutes for Microsoft 365 to receive these permission changes from Microsoft
Select User Mailboxes
Next, choose a user to associate with the connection. You can select an administrator or regular user. Also, select one or more mailboxes to send emails over SMTP. These correspond to the channels you create in NiCE CXone.
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Sign in to
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Go to Users > Active users.
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Select the user you want to associate with the connection. Copy their full email address and store it in a secure location.
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Select the user with the email address you want to use to send or receive emails.
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Copy that full email address and store it in a secure location.
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Click the Mail tab.
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Under Mailbox permissions, click Send as permissions.
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Click Add permissions.
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Select the email address you chose in step 3. This allows the user with that address to send or receive emails on behalf of this mailbox.
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Create Client Certificate Credentials
These certificate creation steps apply to both Inbound and Outbound Microsoft SMTP OAuth configurations.
Microsoft recommends an
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A
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A
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Download this
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Open the script in
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Change the [String] $CertName parameter to the certificate name you want to use.
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Change the [String] $Password parameter to the password you want to use. Store it in a secure location.
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Run the script.
Add Credentials to App Registration in MicrosoftEntra
Next, you must add the generated credentials to the app registration you created in Microsoft
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Sign in to Microsoft
. -
Go to Manage > App registrations.
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Select the app registration you created previously.
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Under Client credentials, click Add a certificate or secret.
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Click Certificates > Upload Certificate.
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Upload the CER file you generated previously. Enter a Description and click Add.
Once you've completed these steps, your account representative must create a new OAuth-enabled SMTP Configuration for you in Cloud Email tools. They must complete the necessary configurations on their end before you can continue.
Enter Your Server Credentials in NiCE CXone
- Click the app selector
and select ACD. - Go to Digital > Points of Contact Digital.
- Click CXone Email.
- Click Advanced Settings. If you do not use a Microsoft SMTP mail server, this button is visible but the following screen is blank.
- Select the Outbound tab.
- Click Details next to the SMTP configuration your account representative created.
- Enter the Tenant Id and Client Id of the app registration you created.
- Enter the Client Secret.
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Click Authorize. You are routed to Microsoft to authorize NiCE CXone to consume your SMTP resources. The account you use to authorize should be a dedicated service or admin account, not a personal employee account. Log in to Microsoft authentication as that user. Enter the reason for the request and click Request approval. If authorization fails, check your Tenant Id and Client Id.
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Repeat these steps for each email domain or business unit
High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. you use.
Outbound Configuration - Create Client Secret
For outbound email configuration, OAuth authentication typically uses a client secret.
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Click Add a certificate or secret on the application registration overview page.
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Click the Client Secrets tab.
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Click New client secret.
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Enter a Description.
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In Expires, select the expiration time.
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Click Add.
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Copy the Value and store it in a secure location. You will not be able to access it here later. If you lose the value, create a new client secret.
Approve Access
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Sign in to Microsoft
. -
Go to Manage > Enterprise applications > Admin consent requests.
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Select the pending request you just submitted.
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Confirm the details, including the Reply URL, and click Review permissions and consent.
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Log in to Microsoft using an admin account.
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Accept the request.
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Return to NiCE CXone. An error message saying "Response was not successful" appears. This is expected. Click OK. If necessary, you can close the tab.
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Click Authorize. A success message appears.
Once you've completed these steps, your account representative must create a new OAuth-based SMTP Configuration for you in Cloud Email tools. They can then add a new domain or migrate existing domains to the new configuration.
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