Objective
Set up an app password in Microsoft.
Applies To
8x8 Contact Center
Microsoft Exchange Online
Procedure
In late 2022, Microsoft removed the ability to use basic authentication for email. If you haven’t already done so, you should move your Microsoft email connection in 8x8 to a more secure connection method of OAuth2. Instructions can be found in our product documentation on OAuth Authentication.
Microsoft shared mailboxes are not supported inside 8x8, as, at the time of writing this, Microsoft does not support OAuth2 for shared mailboxes. Currently, setting up an app password for Microsoft with multi-factor authentication is working in 8x8. As the app password is controlled by Microsoft, 8x8 can not guarantee how long this will work and recommends where possible you move over to the Oauth2 connection, which is guaranteed to be supported.
Follow Microsoft's instructions to create an app password.
Log in to your 8x8 Application Panel.
Select Configuration Manager for Contact Center.
Select Channel > Email.
Select the option to create a new channel.
Fill in the details:
Channel Name - Any name
Email Address - Microsoft email address
Email Script - Select the script you want to use
Authentication Type - Normal
Incoming Mail Server - outlook.office365.com
Protocol - IMAP over SSL
Port - 993
User ID - Microsoft email address
Password - App password from Microsoft
Select Save.
After these details are filled in, you will be able to use email as a channel in 8x8 and not have to change the password.
Additional Information:
Question: How to block emails to a specific VCC address?
Answer: You can't block emails from Contact Center.