How did we receive a virus attachment?

Environment:

Incoming Emails / File Attachments

Resolution:

We scan files that are uploaded to the file attachment server (FAS) as they are uploaded.  These definitions are updated daily or more often.  Therefore, if a virus is created, but the definitions within the virus scanners do not yet include details for it, then it is possible for a virus to get through to an agent's desktop.  As an additional line of defense, it is recommended for our customers to also run an anti-virus software on agent desktops.

For additional information regarding virus scanning and email filtering options, please see the following published answers:

Answer ID 92: Oracle B2C Service virus scanning capabilities and email safeguards