Contact Centre, CRM, and AI & Automation.
Dear Lancashire and South Cumbria Integrated Care Partnership,
1. Contact Centre – target to organisations we know have a CC
a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Yours faithfully,
Philip Mansfield
Your message to [Lancashire and South Cumbria Integrated Care Partnership request email] couldn't be delivered.
healthier.lsc wasn't found at nhs.net.
request-946395-7aab5. . . Office 365 healthier.lsc
Action Required Recipient
Unknown To address
How to Fix It
The address may be misspelled or may not exist. Try one or more of the
following:
• Send the message again following these steps: In Outlook, open this
non-delivery report (NDR) and choose Send Again from the Report
ribbon. In Outlook on the web, select this NDR, then select the link
"To send this message again, click here." Then delete and retype the
entire recipient address. If prompted with an Auto-Complete List
suggestion don't select it. After typing the complete address, click
Send.
• Contact the recipient (by phone, for example) to check that the
address exists and is correct.
• The recipient may have set up email forwarding to an incorrect
address. Ask them to check that any forwarding they've set up is
working correctly.
• Clear the recipient Auto-Complete List in Outlook or Outlook on the
web by following the steps in this article: [1]Fix email delivery
issues for error code 5.1.10 in Office 365, and then send the message
again. Retype the entire recipient address before selecting Send.
If the problem continues, forward this message to your email admin. If
you're an email admin, refer to the More Info for Email Admins section
below.
Was this helpful? [2]Send feedback to Microsoft.
══════════════════════════════════════════════════════════════════════════
More Info for Email Admins
Status code: 550 5.1.10
This error occurs because the sender sent a message to an email address
hosted by Office 365 but the address is incorrect or doesn't exist at the
destination domain. The error is reported by the recipient domain's email
server, but most often it must be fixed by the person who sent the
message. If the steps in the How to Fix It section above don't fix the
problem, and you're the email admin for the recipient, try one or more of
the following:
The email address exists and is correct - Confirm that the recipient
address exists, is correct, and is accepting messages.
Synchronize your directories - If you have a hybrid environment and are
using directory synchronization make sure the recipient's email address is
synced correctly in both Office 365 and in your on-premises directory.
Errant forwarding rule - Check for forwarding rules that aren't behaving
as expected. Forwarding can be set up by an admin via mail flow rules or
mailbox forwarding address settings, or by the recipient via the Inbox
Rules feature.
Recipient has a valid license - Make sure the recipient has an Office 365
license assigned to them. The recipient's email admin can use the Office
365 admin center to assign a license (Users > Active Users > select the
recipient > Assigned License > Edit).
Mail flow settings and MX records are not correct - Misconfigured mail
flow or MX record settings can cause this error. Check your Office 365
mail flow settings to make sure your domain and any mail flow connectors
are set up correctly. Also, work with your domain registrar to make sure
the MX records for your domain are configured correctly.
For more information and additional tips to fix this issue, see [3]Fix
email delivery issues for error code 5.1.10 in Office 365.
Original Message Details
Created Date: 2/8/2023 1:18:50 PM
Sender Address: [FOI #946395 email]
Recipient [Lancashire and South Cumbria Integrated Care Partnership request email]
Address:
Subject: Freedom of Information request - Contact Centre, CRM, and
AI & Automation.
Error Details
Reported error: 550 5.1.10 RESOLVER.ADR.RecipientNotFound; Recipient
[Lancashire and South Cumbria Integrated Care Partnership request email] not found by SMTP address lookup
DSN generated by: CWLP265MB6547.GBRP265.PROD.OUTLOOK.COM
Message Hops
HOP TIME FROM TO WITH RELAY
(UTC) TIME
2/8/2023 local (Exim 4.94.2) (envelope-from
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2/8/2023 esmtps (TLS1.3) tls
2 1:18:51 mstrwdtkhexa.srv.mysociety.org mslb001sova.srv.mysociety.org TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384 (Exim 1 sec
PM 4.94.2) (envelope-from
<[FOI #946395 email]>)
2/8/2023
3 1:18:51 mslb001sova.srv.mysociety.org prefilter-p-premta23.muc1 ESMTPS *
PM
2/8/2023
4 1:18:55 hes.trendmicro.com Prefilter-postMTA15.emailsecurity.trendmicro.eu SMTP 4 sec
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2/8/2023
5 1:18:56 Prefilter-postMTA15.emailsecurity.trendmicro.eu smtp1.e.amses.net ESMTPS 1 sec
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2/8/2023
6 1:18:56 smtp1.e.amses.net IMSVA ESMTP *
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2/8/2023
7 1:18:56 smtp1.e.amses.net IMSVA ESMTP *
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2/8/2023 Microsoft SMTP Server (version=TLS1_2,
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2/8/2023 Microsoft SMTP Server (version=TLS1_2,
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2/8/2023 Microsoft SMTP Server (version=TLS1_2,
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for <[Lancashire and South Cumbria Integrated Care Partnership request email]>; Wed, 8 Feb 2023 13:18:51 +0000 (UTC)
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by mslb001sova.srv.mysociety.org with esmtps (TLS1.3) tls TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384
(Exim 4.94.2)
(envelope-from <[FOI #946395 email]>)
id 1pPkLb-00BieE-3s
for [Lancashire and South Cumbria Integrated Care Partnership request email]; Wed, 08 Feb 2023 13:18:51 +0000
Received: from foi by mstrwdtkhexa.srv.mysociety.org with local (Exim 4.94.2)
(envelope-from <[FOI #946395 email]>)
id 1pPkLa-00Am4i-P3
for [Lancashire and South Cumbria Integrated Care Partnership request email]; Wed, 08 Feb 2023 13:18:50 +0000
Date: Wed, 08 Feb 2023 13:18:50 +0000
From: Philip Mansfield <[FOI #946395 email]>
To: FOI requests at Lancashire and South Cumbria Integrated Care Partnership <[Lancashire and South Cumbria Integrated Care Partnership request email]>
Message-ID: <[email address]>
Subject: Freedom of Information request - Contact Centre, CRM, and AI &
Automation.
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