Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Migrating from POP3 to IMAP

Before configuring FocalScope to use IMAP instead of POP3, the mail server that contains the email accounts used by FocalScope must be set to use IMAP. FocalScope does not provide either the POP3 or IMAP protocol features, because it relies for that functionality on the email server. This article details how to (re)configure email accounts in FocalScope to use IMAP.


The mail server must support IMAP for the affected email account(s)


Enabling detection of duplicate emails

Before configuring email accounts in FocalScope to use IMAP, enable email duplication detection as follows:

  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Navigate to the [Global Configuration > Email Parameters] folder
  4. Under the [Email processing] section, in the right-hand pane, tick the [Detect email duplicates] flag. This instructs system to detect and hide any duplicated emails that are retrieved from the mail server
  5. Click [Save] to save changes

Figure 1 - Enabling email duplication detection

Enabling IMAP for email accounts in FocalScope

Configure an email account to use IMAP as follows:

  1. Navigate to the [E-mail Accounts] folder
  2. In the right-hand pane, right-click the email account to configure to use IMAP and select [Properties]
  3. In the [E-mail account Properties] page, change the [Account type] setting from POP3 to IMAP. Most likely you won't need to change any other settings, as the mail server address and the account credentials remain the same as before
  4. Click the [Test] buttons to verify that FocalScope can authenticate the email account against the mail server
  5. Continued in next section...
Please note, it is recommended that only one account be switched to IMAP and tested for reliable functionality over the span of a day. If the email account performs satisfactorily, the rest of the email accounts in FocalScope can be switched to IMAP.

Figure 2 - Switching an email account to IMAP

  1. Click the [Advanced] tab
  2. If not already ticked, tick the [Enable IMAP IDLE] flag
  3. Under the [Initial preloading of emails] section, set the [State] to any of the following options:
    • Normal operation
    • Skip all existing emails
    • Load all existing emails
    • Load most recent emails - in the [Number of emails] field, specify number of emails to load 
    • Load emails starting from a date - in the [Date] field, specify the date from which emails will be loaded 
  4. Click [Ok] to save the email account configuration

Figure 3 - Configuring IMAP IDLE and the account state

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