The Emergency Inbox service was created for mail continuity as indicated on the linked page. Users that can access this feature are able to use a web mail based mail feature while their mail server is down.
The Sentinel Messaging service will continue to try and check the customer’s mail server, as per the standard set-up. As we are unable to relay the email from our system to the customer’s server (as it is down), we are required by RFC to send a deferral notice back to the sending mail server that we have not been successful in delivering the email. As long as the customer’s mail server is down, we will continue to send deferral messages for some time (we set 30 days) then bounce the message back to the sender. It is important that the customer mail server be brought back as soon as possible to not lose email.
Emergency Inbox is used to provide users access to email in the event that their mail environment is unavailable. Once this occurs Sentinel Messaging will automatically begin to spool mail for the affected domain and the Emergency inbox will immediately begin to show the spooled mail. Users are able to send new messages as well as reply to received messages. When an email is sent out from Emergency Inbox – new email, reply to email – it is treated like any outbound message. So the email will show up in another internal user’s Emergency Inbox. Users are unable to see messages that were successfully delivered prior to mail delivery being impacted.
How to access Emergency Inbox
- Log into the interface. By default, you are at the Account Setup page.
- From here, you can go directly to the Emergency Inbox from the sub-heading under Account Setup.
- As an admin, once you are logged in, go to the Users & Groups tab.
- By default, you are in the Users sub-heading.
- Find the end-user you want to go to.
- Click the end-user’s name/email address or the ‘Edit” link on their line
- A new sub-heading bar will be available, and click on Emergency Inbox.
Testing Emergency Inbox
For testing the Emergency Inbox, you can deadhead the SMTP delivery address by changing the delivery server to 220.127.116.11 This should start spooling and deferring the messages putting them in the Emergency Inbox.
- To accomplish this go to Company Settings -> Domains
- Click on the Pencil Icon to the domain your looking to change.
- In the SMTP Delivery destination put in 18.104.22.168 or any other bogus IP address
- When your done testing just reverse the changes made.
Note: that Strategic Partners and Channel Administrators cannot access other customer’s Emergency inbox’s but their own. When attempting to launch an Emergency inbox that you do not have permission to view – a blank window will be displayed.
The below explains how to turn on Sentinel Messaging spooling alerts and how to get notifications to an Email address and/or cell-mobile telephone number.
The following steps show how to enable alerts:
- Click the ‘Alerts’ tab within the UI
- Under ‘the spooling alerts’ there are three options i.e.
- a. Enable spooling alerts: Toggle to turn alert on or off
- b. Send To: Drop down having these three options : 1. Admin Contact 2. Tech contact 3. Both
- c. Alert delivery Method: Drop down having these three options : 1. Email 2. SMS 3. Both
Admin Contact and Tech contact can be modified by going back to Company settings then ‘Change Profile Information’.
SMS messages would be only sent to cell/mobile numbers for Admin contact and/or tech contact.
To make sure mobile details are correct just go to the desired admin / tech contact Profile info and update Mobile number field there.
Note: If alerts are turned on after spooling has already started no alerts would be sent out. This has to be setup prior to your mail server status being unavailable/down and spooling beginning.