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Hi All,

Has anyone got a definitive answer for how long it can take for an email to arrive in an email queue? We have been doing some testing and we have come up with an average of just under 5 minutes and were wondering how it is taking this long. Emails internally to the mailbox in question are fairly instant <1min, but when then being presented to the queue it is up to 5 min. Is there a setting somewhere that we can define the time VCC polls the mailbox to decrease the time it takes to be presented to an agent? I am aware that we will be dealing with not just 8x8 system here, we also have the vagaries of our own exchange server.

Thanks, Ian

Good question! After setting up 30 channels... I just accepted the 5mins ish. Would be great to know why it is the way it is though.

Ian and Ben, I also have experienced the same time frame. We had upwards of 10 minutes with the 8x8 queue, but did have some come in closer to the 5 minute mark. After opening a Case with 8x8 Support, we were told that is their normal polling time frame. 5 minutes is what they normally see from all of their customers, whether it be Exchange 365 or in-house Exchange. We decided to explore other options and have implemented Shared Mailboxes within Exchange and seems to satisfy our needs.

Thank you

Currently, we poll for emails every 2 minutes, however this period can sometimes be longer- around 5 minutes. This is depending on the size of the emails and also the email queues. We have multiple processes that pull emails into the queue for tenants, however this isn't dedicated to an individual tenant, so, at times, if there is a mailbox on a different tenant that is full, this can cause a slightly longer delay.

Happy to say that we are currently working on the product`s enhancement to speed up the process for all customers in getting the emails into the queue faster.