I have followed the training course for KYOcount manager, I have read all FAQs, but I am still unable to make a successfull email communication between the client and the manager. What can be wrong or what else can I do? |
 |
Emailing is (very much) restricted as it is a security risk. Mail servers are isolated in networks and surrounded by firewalls and other security implementations. Some customers split up the mail servers or mail functions by using 2 or 3 servers instead of one. Network firewalls closing ports 25 and 110 so emailing to an external server is no longer possible. Firewalls can close applications once they access a port which is closed by the same firewall. Some email clients installed at customer pc´s have an authentication file installed, somewhere in the root of the pc. In that case the client can only make contact with the mail server when the server can read that file via the mail client, this gives a very high level of security. So high, that we don´t have an answer when it comes to KYOcount.
Our offical statement is, that KYOcount pre-requires mail-system supporting industrial standard protocolls like SMTP for sending, POP3 and IMAP for receiving. In case of heavy security policy, this is usually rather proprietary protocoll than industrial standard, and we can claim that system pre-requirements are not met. Nevertheless, some customer will not accept such explanation, and they will point out that they configured just the latest update of Microsoft Exchange server 200x defacto standard.
It is clear by now that if everything fails, you need to contact the administrator to find out the cause, and administrators may not want to give up the security by telling you the details. Anyway: try to collect as much details as possible and contact your software support department via the normal channels for a solution. Also inform the customer that he (eventually) will be contacted by one of our software engineers to find a solution.
Our offical statement is, that KYOcount pre-requires mail-system supporting industrial standard protocolls like SMTP for sending, POP3 and IMAP for receiving. In case of heavy security policy, this is usually rather proprietary protocoll than industrial standard, and we can claim that system pre-requirements are not met. Nevertheless, some customer will not accept such explanation, and they will point out that they configured just the latest update of Microsoft Exchange server 200x defacto standard.
It is clear by now that if everything fails, you need to contact the administrator to find out the cause, and administrators may not want to give up the security by telling you the details. Anyway: try to collect as much details as possible and contact your software support department via the normal channels for a solution. Also inform the customer that he (eventually) will be contacted by one of our software engineers to find a solution.